Review Time
I have been an American Express card holder for over 25 years. It has become more and more difficult to get customer support with a human -- everything is AI and their Chat is less than adequate. There are issues that can only be resolved by speaking with a human (almost an impossibility). This is a tremendous decline in their "support". It is difficult to understand how their rating with JD Powers can be so high.
I want to warn everyone about the misleading tactics American Express uses in their promotional offers. Amex mailed me a pre-approved offer with a unique RSVP code, clearly implying eligibility. I signed up for a Business Platinum Card online, paid the hefty $695 annual fee, and met every spending requirement. According to Amex, I could have canceled my membership within 30 days and received a refund, but there was no written letter sent to inform me of my ineligibility. They also said that receiving an RSVP code doesn't guarantee approval. Despite my high credit score and good standing, Amex will find excuses with regards to why I was not eligible so they don't have to give me the 250K bonus points. At that point, they have immediately charged the $695 annual fee so they have your money. Therefore, when it came time to honor the promised 250,000 Membership Rewards points, Amex refused, claiming I didn't qualify. If I had known this, I would have canceled right away and gotten my annual fee back. Even after escalating the issue to the Consumer Financial Protection Bureau, nothing changed.This experience reinforced how untrustworthy their mail and online promotions are. They continue to send me mailers and show enticing offers online—but I am now very skeptical of whether they will be honored. My advice: don't sign up for their promotional offers, don't believe what they advertise, and throw their junk mail straight in the garbage. It's all misleading and a bait-and-switch tactic.Adding to the frustration, Amex remains poorly accepted internationally (especially in Europe) and still charges unreasonable foreign transaction fees, despite promoting itself as a global card. I’m liquidating my points, paying off my balance, and canceling my account. I’m extremely disappointed in Amex and will not be giving them any more business, and I’m encouraging others to avoid them as well.
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.
Use other cards as Norweigan or Klarna if you wanna cancel you trip witout any fees. Amex Elite wont help you with that even if you have elite status. The other cards are free. Amex Elite is 50 dollar/monthHade another ticket that got canceld. No help from the company. Apperantly the customer is trash if you ask them.
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