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Chantalle Spencer

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Review of the American Express, American Express Credit Card:

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25 Years of Loyalty, Repaid with a $40 Insult

After more than twenty-five years as an American Express customer—virtually flawless in my payment history, with only one late payment in a quarter century—I never expected the company to show such a stunning lack of appreciation for my loyalty. I recently paid my balance in full less than 24 hours after it posted, only to find a $40 fee added to my account. Given my long, responsible track record, I expected what any reasonable customer would: a quick review, a moment of common sense, and a simple one-time courtesy waiver. Instead, I was met with a flat, impersonal refusal—no exception could be made. It’s not the $40 that matters. It’s the disrespect. American Express has long marketed itself as the gold standard of customer service and premium care, but when given the opportunity to demonstrate those values to a loyal, decades-long customer, it hid behind rigid policy rather than exercising even a shred of discretion. The irony is that with my excellent credit score, I receive multiple credit card offers every week, many with better perks, more flexible customer service, and superior rewards. Until now, I stayed with American Express out of loyalty and habit. But this experience made one thing painfully clear: that loyalty is not reciprocated. As a result, I will be closing my American Express account and seriously considering one of the many competing cards eager to treat reliable customers with the respect they deserve. If this is how American Express chooses to value a customer of 25+ years, they shouldn’t be surprised when those customers decide to take their business elsewhere. Reviewed on: 23rd November 2025

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