Consumer complaint received 2026-05-27 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: FL

Complaint narrative:
I am filing this complaint against American Express regarding its mishandling of multiple unauthorized transaction disputes on my account ending in XXXX. I timely reported several transactions as unauthorized. American Express initially acknowledged the disputes and issued provisional credits. However, after its alleged investigation, American Express reversed those credits and re-billed the disputed amounts to my account, claiming that the transactions were authorized. American Express has not provided me with any meaningful evidence supporting that conclusion. This is unacceptable. American Express can not simply make a conclusory statement that I authorized the transactions while refusing to provide the documents, records, merchant responses, authorization data, fraud analysis, or transaction-level evidence it allegedly relied upon. The disputed transactions include, but may not be limited to : XXXX XXXX XXXX XXXX {$420.00} XX/XX/year> * XXXX {$600.00} XX/XX/year> * XXXX XXXX XXXX XXXX XXXX {$47.00} XX/XX/year> * XXXX XXXX XXXX XXXX {$23.00} XX/XX/year> * XXXX XXXX XXXXXXXX XXXX XXXX {$75.00} XX/XX/year> * XXXX XXXX {$57.00} XX/XX/year> * XXXX XXXX XXXX XXXX {$120.00} XX/XX/year> * XXXX XXXX XXXX {$53.00} XX/XX/year> * XXXX {$73.00} XX/XX/year> * XXXX XXXX {$150.00} XX/XX/year> * XXXX {$220.00} XX/XX/year> * XXXX {$120.00} XX/XX/year> * XXXX XXXX XXXX {$89.00} XX/XX/year> * XXXX XXXX XXXXXXXX {$65.00} XX/XX/year> American Express has placed the financial burden on me while refusing to show the factual basis for its decision. If American Express determined these transactions were authorized, then American Express should be able to identify, transaction by transaction, what evidence supports that determination. I specifically requested that American Express reopen the investigation and provide the documentation used to conclude that I authorized these charges. I asked for the evidence supporting its decision, including merchant documentation, receipts, signatures, card-present or card-not-present data, device information, IP address information, shipping information, authorization logs, fraud notes, investigation notes, and any other records relied upon. Instead of providing the requested documentation, American Express merely told me that the fraud department would contact me. I have spoken with approximately four different representatives, yet I still have not received a substantive response, a written explanation, or the evidence used to deny my claim. That is not a reasonable investigation. That is not transparency. And it does not give me any meaningful opportunity to challenge the result. American Express appears to have reversed provisional credits and re-billed me without providing a proper transaction-level explanation of why my unauthorized-use claim was denied. A generic statement that the charges were authorized is not enough. I am entitled to know exactly what evidence American Express relied upon before forcing me to pay for transactions I disputed as unauthorized. My position is simple : if American Express has reliable evidence that I authorized each transaction, it should produce it. If it can not produce that evidence, then the charges should not remain on my account. I am requesting regulatory assistance because American Express has failed to provide a clear explanation, failed to provide the documentation supporting its decision, failed to meaningfully respond to my request for reinvestigation, and failed to explain how it determined that I personally authorized each disputed transaction.

Company response to consumer: Closed with explanation