Complaint Review: American Express

American Express customer service has declined to the point that they no longer protect their customers against fraud when it comes to big companies! I know this, because I've been their customer for a long time and they have shown a pattern of protecting fraudulent activities if the company they are working with is a big name company!

I have been trying to get a refund for an item I returned to a big name company for so many months now.  American Express employees and especially supervisors have been rude, unprofessional, lazy, unresponsive and very uncaring when they see that the company you are disputing against is a big name company. I have left so many messages for a manager in particular who hasn't bothered to return the calls.

If you return a damaged item that a company sent you and you have the return tracking information and proof that the item was returned, they should refund your money promptly, right? Well, that's not how American Express sees it if the company you are disputing a charge with is a big name company. American Express is afraid of losing that big company's business and goes out of their way to try to close the case even if it goes as far as acting as if they never received any information or giving that company months after months time to respond!

Based on American Express dispute policy and as it was confirmed with them again recently, they give a "few weeks" for companies to response to a dispute/chargeback.  Well, apparently, when it comes to big name companies the "few weeks" turns into "months and months" and basically allowing these big companies to get away with anything - even fraud!

American Express is treating big companies very differently than small companies and letting big companies steal from AMEX customers, even when AMEX customers have FULL PROOF that they have returned the item and a full refund is due.   AMEX tries to buy time and makes the process so long in hopes that he customer will eventually stop going after the big fraud company that AMEX is trying to protect.

AMEX has proved this by constantly trying to close cases against big companies without having any reason to do so. They keep saying they never received information, but when you call, they confirm they did receive it. So the reps confirm the info was received, but AMEX dispute department acts completely differently and gives mis-information in order to close the case as soon as they can to protect their fraud partners.

American Express has shown a consistent pattern of promoting fraud when it comes to big companies and that can only be because they want to keep that company's business. AMEX does this in expensive of losing customer's trust.

I have tried to get a refund by doing a chargeback and American Express has constantly lost the information I have sent. Even when I call and confirm that they received the faxes, they confirmed on the phone and a month later they sent a letter saying they closed the case, because they didn't' receive any information!!! How unorganized and unprofessional can a company possibly be?

American Express is extremely unprofessional, unorganized and has shown a consistent habit of promoting and protecting fraud! Their customer service is poor. AMEX is not a company you can trust with your money or purchases. If you purchase using your AMEX and you are shopping with a big company, don't expect AMEX to protect you with any refunds - regardless of all the proof you provide, they still want to protect the business of those big companies so they let them get away with fraud.