Consumer complaint received 2023-10-20
Company: AMERICAN EXPRESS COMPANY
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On or about XX/XX/XXXX, XXXX I onboarded XXXX XXXX XXXX line for a seven-day cruise. I then attended XXXX XXXX XXXX XXXX for another eight-day cruise for a total of 15 days at sea. I attended with my best friend, XXXX XXXX, and our daughters, XXXX XXXX and XXXX XXXX. It was during the XXXX holidays and I had just lost my mother and needed a sabbatical. My experience on the cruise ship was nothing short of amazing for the service, and personnel was impeccable. During my stay, I incurred charges from XXXX XXXX of which I paid in Full. On or about XX/XX/XXXX my best friend, XXXX XXXX, and her daughter XXXX XXXX attended XXXX XXXX XXXX XXXX XXXX XXXX XXXX again for the spring break holiday. I WAS NOT PRESENT ON THIS CRUISE. At the end of XXXX trip, I received a very large credit card charge on my personal American Express card ( ending in XXXX ) for {$10000.00}. This was the same card I utilized during my trip prior ; neither XXXX or I was able to understand how XXXX XXXX was able to charge my credit card when I wasnt on the itinerary nor was, I present on this voyage. Unfortunately, XXXX had already disembarked the ship and was unable to address the matter. I immediately called XXXX XXXX. I was advised that they had no such charges in their records and that I should contact my credit card company. I followed suit and contacted American Express explaining what had happened. American Express then reversed the charges ( temporarily ) while they formed a investigation. After two submissions on or around XX/XX/XXXX I received a letter from American Express stating the charge had been overturned, and I was no longer responsible for the debt. Apparently XXXX XXXX disputed the reversal. While meantime agreeing to a payment arrangement with XXXX XXXX to repay the outstanding balance. She provided them with an alternate credit card, and they charged {$5000.00} with subsequent payments between themselves and XXXX to pay her debt in full. Apparently, whatever they submitted back to American Express in their dispute was substantial ( Not sure what or how ). Therefore American Express reversed the credit and re-charge me the amount again! XXXX XXXX then returned the {$5000.00} they had received from XXXX and excepted my full payment from American Express. American Express then began to press me for the payment. I have been fighting this for the last SIX months with American Express! I have disputed the claim at least 4 times and submitted every document they requested confirming the inaccuracy with XXXX XXXX. XXXX XXXX has also been corresponding with XXXX XXXX requesting they overturn this charge of which they refused to. In each of my dispute with American Express The cycle repeats, they will place the charge on hold send the dispute to XXXX XXXX, who then returns the SAME EVIDENCE ( itinerary with the charges that was placed on my card ) with the charges. Nowhere on the itinerary is my name, nor was the card presented or present at the time of sail. Also, on the statement the charge says American Express however the number they listed isnt my credit card number! At one point when XXXX was speaking with a XXXX XXXX representative, she was advised that because I had attended a prior XXXX XXXX cruise with her that somehow my credit card number remained on her profile. Therefore, when is she was unable to pay her on board charges with her primary credit card, XXXX XXXX then defaulted to my credit card. This is absurd XXXX XXXX should not be storing credit cards for ANY REASON. Also, with every claim dispute XXXX XXXX responds with a different explanation of how the charges appeared. Theyve submitted serval bogus accusations, stating that the card was added prior to arrival ( online ), which isnt true ( they failed to prove ) then they said the card was presented when she onboarded, which also isnt true ( I had the card in my possession ) and utilized it in Florida at the same time. Even the card that they submitted as American Express isnt my card number. I have submitted written letters, affidavits, emails etc. XXXX has submitted letters and proof that these charges do not belong to me however XXXX XXXX and American Express has remained uncooperative in resolving this matter! I have been an American Express card holder since XXXX, I have several business and personal accounts and I have impeccable credit and payment history! Im now carrying a huge balance on my card ( accruing interest ), and American Express is forcing me to pay for a charge that ISNT MINE. The dispute division has offered me very little support, and in my opinion, they simply shift paperwork opposed to thoroughly investigating my claim. I believe had they had taken just a little time and considered ALL the facts this should have been resolved months ago! I have reached my wits end for my credit is being compromised and I have paid months of interest that isnt mine. Needless to say the countless hours I have spent calling, writing and following up is EXASPERATING and totally unfair! Shame on XXXX XXXX and American Express for being bullies! Each time I receive the same paperwork with a clear error, but nothing is done! I need for someone who to care enough about me as a LOYAL customer to research the submittals and rule in my favor. Im seeking to resolve this matter once and for all! I plan on submitting this letter, along with all of my supporting documents to every outlet, including the XXXX CFPB and the FTC in hopes that someone will hear my plea and provide me justice!

Company response to consumer: Closed with monetary relief