Consumer complaint received 2022-07-18
Company: AMERICAN EXPRESS COMPANY
State: OK
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:
On XX/XX/2021 I attended the XXXX, XXXX state fair with my mother and son. I was approached by a girl from one booth promising to make my XXXX XXXX  go away. My mother and I listened to her sales pitch and I decided to splurge and buy the overpriced cream. I believed my purchase of {$480.00} to be extravagant, but felt it might make my mother happy. 

While finalizing my transaction I was told it was my 'lucky day ' as a world famous dermatologist just happened to be there and could offer us a FREE service as a thanks for our business. This sales person WAS NOT a dermatologist or a doctor of any kind. She took the device that supposedly retailed for {$25000.00} and used it on both my mother and I. She began to talk about how she felt like I really 'needed ' this item and felt my story ( what story?? ) made her feel sorry for me. She spoke with another co-worker and soon they were both making over me and telling me how much this could help me. I told them both there was NO WAY I could afford that. The XXXX  salesperson made up some story about having a XXXX XXXX XXXX  account of {$50000.00} which made absolutely no sense. Both salespeople went on and on about how this could change my life, etc.. Finally they said I could walk away with this super life changing product ( not even the product the booth was promoting ) for {$1500.00}. I agreed so they would allow me to leave. I didn't know exactly how I would budget the expense since I normally research products BEFORE I buy them. I also do not make impulse buys. As I purchased this item I felt XXXX. I know the sales people could tell and began putting all kinds of 'free gifts ' in bags for me and my mother. I had no idea what any of these items were, nor how to use them. I was just glad to get OUT of the booth and outside for fresh air. I did try and XXXX the company while in their booth and could not connect to internet. 

I received my receipts for the items purchased AFTER the fair buildings were closed. I was shocked to see that I was charged so much for the products. The {$1500.00} charge was instead charged for {$3700.00}. I immediately contacted American Express and was told NOT TO WORRY. I was told that they already had the company flagged as a fraudulent company and I would not be held responsible for the charges. I was told to attempt to return the items to the booth for refund. 

The following day I returned to the fair and made an unsuccessful attempt to return the items. None of the employees seemed to remember me and were not at all friendly. The guy who had offered to pay from his outrageous XXXX account found a dirty piece of paper on the ground and re-taped it up in the booth saying " no refunds '. He said I should have seen it before I purchased. I guess I didn't see it on the floor. I asked to speak to a manager and he said I would need to call the main office. He had no business cards or literature with any numbers. He looked up the number and I jotted it down. I immediately called the main office and left a message. No one returned my call. I again contacted American Express and reported what had happened. Again I was told not to worry. 

Eventually American Express did take off the first charge, but they continue to refuse to take off the {$3700.00}. I have made so many phone calls, emails, online chat. Lately they have said they will re-open the dispute and then I find out it is closed the same day. 

I have sent numerous reports of this business and their shady dealings, numerous DBAs, etc.. to American Express with nothing being done. 

I was first scammed by XXXX company, now I feel like I am being scammed again ( and continuously ) by American Express. I have been a customer for close to 30 years and never even had a complaint before now. I have done everything they asked me to do. I continue to find more people that were scammed by XXXX and am scared to even try and use any of their products. I am also scared if I pay American Express the full amount that is in question that they will no longer even half way attempt to resolve this issue. 

This has been going on since XXXX and I am tired of being strung along by American Express. I feel like they are not honoring their promise to me, the card holder.

Company response to consumer: Closed with monetary relief