Amex
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
iOS Compatibility Problems
Many users with older iOS versions, particularly those using iPhone 8, are unable to access the app after recent updates. This affects around 15% of users, who feel excluded and frustrated by the lack of support for older devices.
The most recent Amex app update ends iPhone 8 compatibility, which is unacceptable.
Login and Access Issues
Some users experience problems with logging in or accessing their accounts, often due to app updates or changes in security protocols. This issue impacts about 10% of users, leading to inconvenience and potential financial management disruptions.
After the update, I can't access the app even though Face ID and passcode work.
Autopay Malfunctions
A few users have reported issues with the autopay feature not functioning correctly, resulting in unexpected late fees. This affects approximately 5% of users, causing financial stress and dissatisfaction with the service.
Autopay was not working, and I was charged late fees despite paying immediately.
Users' choice
American Express receives mixed feedback. Many users praise its excellent customer service, rewards, and app functionality, but recent updates have caused issues for users with older iOS devices, leading to frustration and app inaccessibility.
Runner up
Chase is generally well-received, with users appreciating its convenience, security features, and customer service. However, some users experience issues with transaction processing and find certain security protocols cumbersome.
Straggler
Citi faces significant criticism, with users reporting frequent technical issues, poor customer service, and app glitches. Many users express frustration with account access problems and unresolved technical difficulties.
iOS Compatibility Issues
The latest app update has rendered the app unusable for users with older iOS versions, particularly affecting those with iPhone 8 and iOS 16.7. This forced obsolescence is frustrating for users who rely on the app for daily transactions.
App Freezing
Users are experiencing frequent app freezing, requiring multiple restarts to regain functionality. This issue disrupts the user experience and hinders access to account information.
Login Access Problems
Some users are locked out of the app due to issues with login credentials or verification codes being sent to incorrect phone numbers. This prevents them from accessing their accounts and managing their finances.
Autopay Malfunctions
Autopay features are malfunctioning, leading to unexpected late fees despite users having set up automatic payments. This undermines trust in the app's reliability for financial management.
Transaction Visibility
The app lacks the ability to categorize expenses, complicating budget planning for users who need detailed spending insights. This limitation affects financial tracking and planning capabilities.
Customer Support Delays
Users report long hold times and accidental disconnections when contacting customer support, leading to frustration and unresolved issues. This impacts the perceived quality of Amex's customer service.
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