Consumer complaint received 2026-03-24 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: NY

Complaint narrative:
Company : American Express Product : Credit Card ( American Express Gold Card ) Issue : Billing dispute / refusal to investigate fraudulent transaction Complaint : I am submitting this complaint regarding American Expresss refusal to open or investigate a dispute involving a {$2000.00} transaction charged to my account in XX/XX/XXXX. The transaction was made in response to a vacation promotion that was explicitly represented as being affiliated with XXXX XXXX XXXX ( XXXX by XXXX ). The marketing materials, email communications, and certificate provided all used XXXX branding and described a future hotel stay ( XXXX days / XXXX nights ) with flexible booking over a XXXX period. At the time of purchase, the offer appeared legitimate and consistent with a valid hospitality promotion. The service was intended for future use, and there was no immediate reason to suspect fraud. In XXXX, actually yesterday XXXX, when I attempted to redeem the stay, I contacted XXXX XXXX XXXX directly and was informed that : - There is no booking associated with my name- The promotion is not recognized - The selling entity is not affiliated with XXXX XXXX, the payment was processed by a different entity ( XXXX XXXX XXXXXXXX ), which was not clearly disclosed as unrelated to XXXX at the time of purchase. The certificate provided does not contain a valid reservation or confirmation number, further demonstrating that no actual service was secured. This constitutes fraudulent misrepresentation and services not rendered. Importantly, the fraud was not reasonably discoverable at the time of the transaction because the product involved future-dated travel with a XXXX validity period. I contacted American Express to dispute this charge. However, they refused to open any investigation, stating that : - Fraud only applies if the card was stolen - Disputes must be filed within a limited time frame from the transaction date As a result, American Express has declined to even review the merits of this case, despite clear evidence of deception and non-existent services. My concern is not only the denial of the claim, but the refusal to allow access to a dispute process based solely on internal timing rules, even in a case involving delayed discovery of fraud. Requested Resolution : I respectfully request that American Express : XXXX. Reopen this matter and allow a formal investigation into the transaction XXXX Review the case under services not rendered and fraudulent misrepresentation XXXX. Consider the delayed discovery nature of the fraud, given the future-dated service XXXX. Provide a written explanation of their obligations and policies regarding disputes involving fraud that is only discoverable after the standard timeframe I am prepared to provide all supporting documentation, including : - Original promotional email using XXXX branding - Payment receipt showing a different merchant entity - Vacation certificate lacking a valid reservation - Confirmation from XXXX XXXX XXXX that no booking exists and no affiliation is present This complaint is submitted in good faith to request a fair review of a transaction involving clear misrepresentation and financial harm. Amount in dispute : {$2000.00}

Company response to consumer: Closed with monetary relief