Consumer complaint received 2022-02-03
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: AMERICAN EXPRESS COMPANY (AZ)

XX/XX/XXXX Dear CFPB, I am contacting you because my protections as a consumer under both the Fair Credit Billing Act ( FCBA ) and Truth in Lending Act ( Regulation Z ) have been grossly violated by American Express following a charge dispute filed back on XX/XX/XXXX. 

The tipping point occurred on XX/XX/XXXX, when American Express, having already failed to resolve my dispute within 2 complete billing cycles and well over the 90 day limit, decided to reverse the credit that they previously credited back to my account after completing their investigation on XX/XX/XXXX. Under 1026.13 ( c ) ( 2 ), a creditor is prohibited from reversing amounts previously credited for an alleged billing error even if the creditor obtains evidence after the error resolution time period has passed indicating that the billing error did not occur as asserted by the consumer. 

In addition to the summary below, I will be uploading various documents related to my dispute to assist in the matter. 

Events Leading up to the Charge Dispute On XX/XX/XXXX, I purchased a round trip business class ticket from XXXX for travel from XXXX to XXXX departing XX/XX/XXXX and returning XX/XX/XXXX. I paid {$2200.00} for the ticket by charging it to my American Express card. On XX/XX/XXXX, I used the online rebooking tool on XXXX 's website to change my return flight to an earlier flight departing the same day. Due to the pandemic, rebooking fees have been eliminated. When it comes to rebooking, the value of the old ticket is applied towards the new ticket. In my case, the new ticket was {$9.00} less than the old ticket resulting in a refund of {$9.00}. After completing the rebooking, I checked my online Amex account statement and discovered a {$1200.00} charge from XXXX instead of a credit for {$9.00}. On XX/XX/XXXX, I attempted to contact XXXX customer but wasnt able to get through until the following day, XX/XX/XXXX. After getting ahold of a XXXX agent and explaining how I had been charged instead of receiving a credit, the agent told me that I had to send an email to XXXX customer care to request a refund which I did. All further attempts to contact XXXX for a status on my refund were unsuccessful and I never head back from XXXX. After no response to my refund request from XXXX, my only option was to contest the charge with American Express. 

Charge Dispute with American Express DISPUTE OPENED : XX/XX/XXXX DISPUTE RESOLVED : XX/XX/XXXX DISPUTE REVERSED : XX/XX/XXXX TOTAL DURATION : 139 DAYS XX/XX/XXXX ( Day 1 ) Charge Dispute opened on American Express website Account Ending In : XXXX Reference Number : XXXX Merchant Name : XXXX XXXX XXXX XXXX Amount : {$1200.00} Transaction Date : XX/XX/XXXX Dispute Type : Incorrect Amount XX/XX/XXXX ( Day 71 ) End of 2nd Complete Billing Cycle Amex missed this deadline. 

XX/XX/XXXX ( Day 90 ) Last day for American Express to resolve charge dispute Amex misses this deadline. 

XX/XX/XXXX ( Day 102 ) Dispute resolved, {$1200.00} credited to my account I received the following letter notifying me that Amex had issued credit for disputed amount back to my account. Amex removes the dispute from the dispute management page of their website thereby closing the dispute. Chargeback issued to XXXX. 

XX/XX/XXXX Letter from Amex : Dear XXXX XXXX XXXX, We're writing to give you an update about your inquiry regarding a charge from XXXX XXXX on your account listed above. 

We're pleased to inform that as a result of our investigation, the credit has been issued to your account for {$1200.00}, which will appear on your next statement. We have also issued the credit of {$9.00} to your account as requested by you, which will appear on your next statement. 

It's important to know that we may accept the response from the merchant at a later date and review the information they provide. In these situations, we may rebill your account for {$1200.00}. If that happens, we'll be sure to let you know immediately. 

Thank you for the opportunity to assist you in this matter. 

Sincerely, American Express Customer Care XX/XX/XXXX ( Day 139 ) Amex reverses previous credit of {$1200.00} American Express notifies cardholder that the previously issued credit for {$1200.00} has been rebilled to his account. 

XX/XX/XXXX Letter from Amex : Dear XXXX XXXX XXXX, As you are aware, we have been investigating your billing inquiry with XXXX XXXX WEB. 

We previously let you know that we might rebill your account if we received sufficient support from the Merchant. Credit ( s ) for {$1200.00} was issued to the above referenced account. 

We have now received support/explanation of the charge ( s ) and a copy of the supporting information is attached/ explained. Due to this response, we have removed our previously issued credit ( s ) and rebilled your account for {$1200.00}. 

You'll see the debit ( s ) reflected on an upcoming billing statement. If you have any new information that may change the outcome of this dispute, please contact us within 30 days. 

We thank you for your valued membership and would want to see you as a part of the American Express Family for many years to come. 

Thank you for the opportunity to assist you in this matter. 

Sincerely, American Express Customer Care