Consumer complaint received 2023-08-22
Company: AMERICAN EXPRESS COMPANY
State: HI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
This complaint is prompted by a series of disappointing decisions by American Express so will be my complaint 1 of 3. I will keep them separate for clarity. This case was somewhat convoluted by a series of price increases I did not consent to and credits that were promised to me, but for the sake of simplicity for this complaint I will forego all that and simply focus on the basic issue ( which ends up being a much smaller dollar figure ). 

In brief, XXXX overcharged me, and I disputed the amount on my American Express card, providing all the required documentation, but they found in favor of XXXX  on multiple re-opens of the dispute. My complaint here is against XXXX for overcharging me in the first place, and against American Express for violating the terms of our service agreement regarding dispute resolution and the guarantee I do not have to pay bills I never authorized. 

XXXX overcharged me by some amount that for the purposes of this complaint we will call {$110.00} ( but was quite a bit more ). I called to cancel service on XX/XX/2023, because XXXX does not allow written or or online cancellations, see attached screenshot. My personal belief is that they do this to intentionally make it difficult to cancel, but see attached phone log screenshot to see my call history to cancel. 

I already had another internet provider at the time ( XXXX home, see attached billing statements ) and did not need both internet providers, but called back again on XX/XX/2023 to reiterate my cancellation. Nevertheless, I was charged again on XX/XX/2023, nearly XXXX and a half months after I first attempted to cancel and a over a month after I canceled it for the second time. I did not record my phone conversation with the agent, although in XXXX I wish I had, but by the second cancellation call which I have documented in the attached screenshots, I was already over a week into my new XXXX XXXX XXXX XXXX, and so I can only appeal to the obvious common sense that someone calling the phone number given to cancel service who had other internet service in place and had recently signed up for faster internet from another provider, would not simply be calling the XXXX  cancellation number to simply chat. 

I relayed all of this, and provided all of this information, to the dispute resolution team at American Express, and at first the immediately resolved it in favor of XXXX essentially instantly ( within seconds ), which indicates pretty clearly there is some nefarious relationship they have agreed to in clear contrast to the cardholder agreement regarding cardholder protections. Upon raising this issue several more times to American Express, each time it was resolved in favor of XXXX, with the particularly galling claim that the evidence points in favor of the merchant, when exactly zero such evidence was provided, and I provided numerous forms of evidence to support my claims.The primary dispute reference number for American Express is XXXX, though as I have said, there are more. 

Both American Express and XXXX have engaged in clear bad-faith business practices.

Company response to consumer: Closed with monetary relief