Consumer complaint received 2026-04-09 00:00:00
Product: Credit 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
State: CA

Complaint narrative:
I am submitting this complaint regarding American Expresss refusal to properly investigate unauthorized transactions on my credit card account ending in XXXX. On XXXX XXXX, 2026, several transactions appeared on my account that I did not authorize, including a charge of {$8400.00} with TAP XXXX XXXX, as well as smaller charges of {$23.00} with Dollar Tree and {$55.00} with XXXX XXXX. I promptly contacted American Express on XXXX XXXX, 2026 to report these charges as unauthorized and requested a fraud investigation. American Express issued a temporary credit of {$8800.00} while they investigated the dispute. However, on XXXX XXXX, 2026, the company reversed the credit and claimed that the transactions were made by me. In their written response to the Consumer Financial Protection Bureau, American Express stated that they reviewed transaction data and other information and concluded that the charges were valid. Despite making this claim, American Express has refused to provide any documentation or evidence supporting their conclusion. They did not provide the airline reservation details, the passenger name associated with the ticket, the travel itinerary, the email address used to make the booking, the IP address used for the transaction, or any authentication records demonstrating that I authorized the purchase. In fact, in their written response they explicitly state that they do not have additional documentation to provide beyond what was used in their review. This raises serious concerns about the adequacy and fairness of their investigation. If American Express determined that I made the purchase, they should be able to produce documentation demonstrating that the ticket or reservation was associated with me. Holding a consumer responsible for a charge exceeding {$8000.00} without providing any evidence that the consumer authorized the transaction does not constitute a reasonable investigation under the Fair Credit Billing Act. Additionally, American Express reported the account as delinquent during the dispute process, which negatively affected my credit profile. Reporting derogatory information while a legitimate fraud dispute is unresolved further compounds the harm caused by this situation. I respectfully request that the Consumer Financial Protection Bureau require American Express to : 1. Reopen the investigation into the disputed transactions. 2. Provide the documentation relied upon when concluding that I authorized the TAP XXXX XXXX purchase and other charges. 3. Remove the charges from my account if American Express can not produce evidence demonstrating that I authorized the transactions. 4. Correct any negative credit reporting related to this dispute. Consumers should not be held responsible for large transactions when the creditor can not provide documentation demonstrating that the charges were authorized.

Company response to consumer: Closed with explanation