Complaint / Feedback Handling Procedures
Our mission is to ensure that all Cardmembers are dealt with in an efficient and courteous manner.
We have established procedures for You to provide Us with feedback or bring a concern to our attention by following the Complaint / Feedback procedures outlined below:
Step 1:
If you should have any feedback or complaint, our Customer Care staff is trained and equipped to handle your inquiry and can be reached through any of the following channels:
Email: complaints@americanexpress.com.sa
Telephone Number: 8004424442 From outside the Kingdom: (+966 11) 292 6663
We can also assist you at American Express Saudi Arabia offices located in Riyadh, Jeddah and Khobar
Work Timings: Sun - Thu (8am - 4pm)
Step 2:
If your concern is not resolved to Your satisfaction, you may write to Our Head of Customer Care at the following email:
Complaintsmanager@americanexpress.com.sa
Alternatively, you can send a letter to the following address:
Attn: Head of Customer Care
American Express Saudi Arabia
P.O. Box 6624
Riyadh 11452
Step 3:
If Your issue is still not resolved, you may report Your concern to the regulator- SAMA through SAMACares
Our Commitment to You:
We guarantee that Your Feedback/Complaint is acknowledged and investigated in a timely manner and We will forward Your concern to the appropriate department for investigation and necessary action. We will provide a response detailing Your concern and the appropriate resolution or explanation within 10 business days of investigation. In the event that We are unable to resolve Your complaint within that time period, an update will be provided to You estimating the completion date of the investigation.
Simple ways to Contact American Express?
Simple ways to Contact American Express?
Customer Service
From Saudi Arabia
800 124 2229
From outside the Kingdom:
+966 11 292 6666
Regular Working Hours:
Customer Service:
8:00am - 8:00pm (All Week)
Front Offices
9:00am - 5:00pm (Sun - Thu)
Aramco Office-Midra
9:00am - 4:30pm (Sun - Thu)
Ramadan Working Hours:
Customer Service:
10:00am - 4:00pm (All Week)
Front Offices
10:00am - 4:00pm (Sun - Thu)
Aramco Office-Midra
10:00am - 4:00pm (Sun - Thu)
Membership Rewards
Call Center:
800 124 2229
From outside the Kingdom:
(+96611) 292 6666
Collections
Regular WORKING HOURS
(Sun - Thu)
8:00am - 4:00pm
Ramadan WORKING HOURS
(Sun - Thu)
10:00am - 4:00pm
You can activate your Card via the Amex App available on the App Store and Google Play.
Alternatively, you can also activate your card by visiting www.americanexpress.com.sa/activate or calling Corporate Customer Services on 8001242229 (in the Kingdom) or +966 11 292 6661 (from overseas) 24/7.
To register for an Online Account, visit the Log In page at www.americanexpress.com.sa click “Register for a new Online Account” and follow the prompts on the screen.
If you’ve forgotten your User ID or password, you can retrieve or reset them online by following these simple steps.
➔ Go to the Log In page
➔ Click on Forgot User ID or Password
➔ Follow the prompts on the screen to retrieve your User ID or reset your password
We aim to get your Replacement Card to you within 5 business days in the Kingdom and within 10 business days overseas after you submit your request.
Once the expiry date on your Card has passed, it will be declined if you try to use it. However, you’ll usually receive a new Card by post before your previous Card expires (unless your Card Account is not in good standing).
There are many convenient ways to pay your American Express Card bill.
SADAD
You can make a payment quickly through your Bank’s Online Banking, ATM, Branch, and Telephone Banking channel.
In-Person
You may settle your account at any branch of the Saudi Investment Bank by paying in cash or by cheque. Cheques should be payable to "American Express Co. (Saudi Arabia)”. Please mention your American Express Card number and your Sadad number on the front of the cheque.
Direct Debit
If you choose the direct debit option, the payment will be automatic. Please ensure that you have sufficient funds with your bank to cover your payment. If you wish to set up direct debit as a payment option, please call our customer service number on the back of your card.
"SARIE" Bank Transfer
Pay your bill directly from your bank account through "SARIE" bank transfer. Please note the following details while filling the bank transfer form:
Beneficiary name: American Express Co. (Saudi Arabia)
Beneficiary account number: SA 78 6500 0000 101121212009
Beneficiary's Bank: The Saudi Investment Bank
Reference: Your name and your Sadad number
International Bank transfer in USD:
If you are remitting funds in USD from a local bank located outside of Saudi Arabia, please note the following while filling the bank transfer form:
Beneficiary Bank: The Saudi Investment Bank, Saudi Arabia
Beneficiary Bank Swift Code: SIBCSARI
Beneficiary Name: American Express Co. (Saudi Arabia)
Beneficiary IBAN: SA 51 6500 0000 101121212010
Reference: Your name and your Sadad number
Correspondent Bank Swift Code: CHASUS33XX or BKTRUS33XX
You can view your transaction history electronically through your Online Account.
You can also view a summary of your account activity on the Amex Mobile App.
Statements are issued online every month. You will receive an email notification when your statement has been issued.
Your statement shows important information about your Account, including:
➔ Previous Balance – This is the amount brought forward from your last statement period.
➔ New Credits – These are transactions for the statement period credited to your Card account.
➔ New Debits – These are transactions for the statement period charged to your Card account.
➔ Minimum Payment Due – This is the minimum amount you need to pay by the due date (for credit cards).
➔ Payment Due Date: This is the date by when you have to make the payment
➔ Current Balance – This is the amount you owe on your Card to date.
➔ Credit Limit – This is the total amount available for use on your Card.
➔ Available Credit – This is the portion of your Card’s overall limit that’s still available for spending.
Yes. While overseas, you can continue to use your Card to make purchases anywhere that accepts American Express.
Our security systems continually monitor transactions on your Account. If we detect any suspicious activity, we’ll make every effort to contact you. Therefore, before you leave we do recommend that you update your contact information with us, in case we need to contact you while you're away. In the event of your failure to respond to these calls, your Card may be blocked from further use as a fraud prevention measure.
When you intend to travel you are advised to call us on 800 440 0004 to inform us of your travel itinerary in advance. This simple step will result in uninterrupted use of your Card at your destination(s).
There are many ways your points can book you the perfect trip:
Points may be redeemed for vouchers to book hotel accommodation and for discounted restaurant meals and free shopping.
Airline and Hotel Partners: Save money on flights and accommodation by transferring Membership Rewards points to a participating partner’s frequent flyer programme for free tickets and upgrades, or to a partner’s frequent guest programme for free hotel accommodation.
View the Catalogue at Membership Rewards Interactive Catalogue
You can also call us on 800 124 2229 or email us at: membership.rewards@americanexpress.com.sa.
You can access over 1300 airport lounges worldwide with the complimentary Priority Pass Membership from American Express. Please note that each lounge visit is subject to a per visit charge.
App and app features are available only for American Express® cards issued in Saudi Arabia.
For American Express Cards issue out of Saudi Arabia, please search in the App Store or Google Play to download the Amex App specific for the country of issuance of your Card.
The latest version of the Amex Saudi Arabia App is available for iOS and Android devices through the App Store and Google Play Store.
Once you have the app downloaded on your iPhone or Android phone, simply follow the prompts on screen to register.
You can access up to 3 months of your billing statements as PDFs. Go to the View Transactions section and select Recent Transactions.
Membership Rewards is the loyalty programme of American Express. For every dollar spent on an eligible American Express Card, Membership Rewards points are earned and credited to the Cardmember’s Account. Points can then be redeemed for travel rewards, shopping rewards, entertainment rewards and more.
Yes, depending on your American Express Card.
For American Express® Blue Card: USD 25 per year (First year free)
For American Express® Gold Credit Card: USD 25 per year (First year free)
For American Express® Green Card: Free
For American Express® Gold Card: USD 25 per year (First year free)
For American Express® Platinum Credit Card: Free
For American Express® Platinum Card: Free
Yes. Eligible Accounts that are enrolled in the same program are automatically linked. If your Cards do not link in the same Membership Rewards program, please call the number on the back of your Card.
Your monthly card statement will contain details of your Membership Rewards balance. You can also check your points balance on your Online Account or the Amex Saudi Arabia App, call us on 800 124 2229 or email us at: membership.rewards@americanexpress.com.sa.
American Express Online Services is a secure and convenient online account for Cardmembers to manage their card account from virtually anywhere at any time.
To enroll for Online Services, all you have to do is enter your Card details followed by the activation code and captcha code. The activation code will be sent to your mobile number. If you have changed your mobile number, please enter your new mobile number and National ID / Iqama number to get a new activation code. Each time you log inyou will be asked for your User ID and Password followed by the last four digits of your Card number.
No, there is no fee to use this service.
You can only access the details of your Card issued by American Express Saudi Arabia.
