Consumer complaint received 2025-05-15 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: AL

Complaint narrative:
The Consumer Financial Protection Bureau closed my account based on incorrect information provided by American Express. My original complaint centered on a deceptive transaction with a vendor ( XXXX XXXX ), and American Expresss mishandling of the resulting dispute has now escalated into systemic violations of consumer protection rights. 
Your office previously closed my complaint based on American Expresss representation that they had appropriately " rebilled '' my account. However, recently reviewed billing statements, dated from XX/XX/XXXX through XX/XX/XXXX, show that this claim is factually false. There is no evidence that the original disputed charge was ever removed or temporarily reversed. Instead, my account was continuously billed during the dispute period, which is a direct violation of both American Expresss own policy and the Fair Credit Billing Act ( FCBA ).

Key Violations and Supporting Evidence : 1. False Claim of Rebilling American Express claimed they rebilled the disputed amount after reviewing additional documentation. However, billing statements clearly show the balance was never removed, as required during an active dispute. This calls into question the truthfulness of their response to both me and the CFPB.

2. Improper Billing During Active Dispute American Expresss policy ( Exhibit 1 in my original complaint ) states that no interest, minimum payments, or delinquency status should apply while a charge is under review. Yet, every monthly statement during the review period included interest charges and minimum payments on the disputed amount. This is a clear violation of the FCBA 1666c ( a ). 
XXXX. Obstruction of Dispute Process I attempted to submit additional supporting documentation on XX/XX/XXXX, as allowed within the 30-day response window per their XX/XX/XXXX letter. However, my dispute was automatically closed the moment it was submittedeffectively blocking my legal right to respond, and denying me due process as a consumer. 
XXXX. Contradictory Dispute Timeline In American Expresss XX/XX/XXXX response, they stated the vendor replied with evidence XXXX days after the charge, yet also claimed the vendor supplied documentation on XX/XX/XXXX over a year later. These two contradictory statements were used to misrepresent the timing of vendor compliance and to justify their denial of my dispute. This behavior suggests intentional misinformation.

5. Material Harm from Credit Reporting The improper continuation of billing and interest, paired with the possibility of a reported delinquency has caused significant harm to my small business owner and real estate professional. I have incurred financial strain during a critical business season. 
Attached Documentation : I have attached supporting billing statements and the original dispute correspondence from American Express. These documents clearly demonstrate the inconsistency in their statements and the ongoing billing of a disputed charge without pause or credit reversal. 
Requested Actions : I respectfully request that the CFPB : 1. Reopen this complaint in light of the false claims and contradictions provided by American Express. 
2. Investigate American Expresss pattern of denying disputes without actually pausing billing or offering fair review. 
3. Ensure compliance with federal regulations protecting consumers during active billing disputes. 
4. Require American Express to remove all interest, fees, and delinquency notations that were unlawfully charged or reported while the dispute was pending. 
I am prepared to submit sworn affidavits and additional documentation as needed and am committed to working with your office to ensure proper consumer protections are upheldnot just for me, but for others facing similar injustices. 
Thank you for your continued dedication to protecting consumers from deceptive and abusive financial practices. 
Respectfully,

Company response to consumer: Closed with explanation