I am writing because I have reached the absolute limit of my patience with American Express and its catastrophic inability to handle anything related to ITIN holder customers.What I have experienced is not just poor service — it is an outright failure of basic competence. For a company that prides itself on being “premium,” the reality is embarrassingly far from that image.Your staff clearly has no understanding whatsoever of how ITIN numbers work. Not some. Not a few. None. Every interaction ends in a dead end, empty promises, meaningless “tickets,” and generic apologies that lead absolutely nowhere. The level of ignorance is staggering, and frankly, it is insulting.What makes this even worse is that my experience is not unique — not even remotely. Social media is full of people with ITINs who report the exact same thing: they contact American Express support and never receive a single answer. Not one. It looks less like a mistake and more like a systemic culture of ignoring ITIN holders entirely.If American Express truly cannot handle customers with ITINs, then the honest thing would be to say so openly instead of wasting people’s time with scripted responses, fake follow-ups, and support agents who clearly have no training and no authority to fix anything.Right now, your handling of ITIN customers is not just incompetent — it is disgraceful.If this issue is not resolved properly, I will not hesitate to close every card I have with American Express and walk away permanently. There is absolutely no reason to remain loyal to a company that shows so little respect for its customers and cannot even manage the basics of its own onboarding process.
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