Consumer complaint received 2025-10-15 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: CA

Complaint narrative:
Introduction This letter is submitted in support of our formal complaint to the Consumer Financial Protection Bureau ( CFPB ) against American Express and XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ) for mishandling a fraudulent and deceptive transaction. We are requesting that the CFPB intervene to ensure American Express reopens our dispute and issues a full refund of {$46000.00}, and that it investigate XXXX XXXX XXXX for ongoing consumer fraud. Summary of the Incident Transaction : {$46000.00} charge to American Express XXXX : XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX ) Date of Purchase : XX/XX/XXXX Location : XXXX XXXX My husband and I were approached by XXXX representatives and persuaded to purchase a luxury vacation membership they described as fully refundable within seven ( 7 ) days. The presentation took place in a high-pressure setting and relied on false promises of exclusive travel benefits, investment-like returns, and luxury hotel discounts. Within a few days, we realized the operation was fraudulent. We immediately began the process of cancelling within four ( 4 ) days of the transaction by contacting XXXX directly and calling out their deceptive claims. Once we confronted them, XXXX stopped responding entirely they ignored our calls, emails, and written requests for cancellation. The company also never provided a copy of the signed contract, despite multiple written requests. Dispute with American Express We filed a dispute with American Express within XXXX ( XXXX ) days of the transaction, well inside both XXXX stated cancellation window and the Fair Credit Billing Act ( FCBA ) timeframe. We provided clear evidence that : XXXX. XXXX misrepresented the memberships terms and refund policy. 2. We attempted cancellation immediately but received no reply. XXXX. XXXX admitted in writing that we did not utilize any gifts or services. XXXX. We paid for our own hotel stays, proving no services were rendered. Despite this evidence and hundreds of public complaints showing the same pattern of deception Amex delayed resolution and ultimately closed the case in the merchants favor, citing no cancellation was completed. This reasoning ignores that XXXX deliberately obstructed our ability to cancel or even obtain a copy of our agreement. By accepting the merchants unverified response and disregarding documented proof of fraud, Amex failed to conduct a reasonable investigation as required under the Fair Credit Billing Act ( 15 U.S.C. 1666 et seq. ) and Regulation Z ( 12 CFR 1026.13 ). Documented Pattern of Fraud by XXXXXXXX XXXX behavior toward us is not an isolated incident. The company and its affiliates have a documented global history of consumer fraud and misrepresentation, including : XXXX XXXX ( XXXX XXXX, XX/XX/XXXX ) : TXXXX XXXX consumer protection agency ordered XXXX XXXX XXXX XXXX XXXX parent entity to refund {$380000.00} to XXXX consumers who were similarly deceived and unable to book services they paid for. XXXX XXXX ( Financial Ombudsman Decision XXXX, XXXX ) : A consumer filed a complaint after being misled by XXXX in XXXX ; XXXX case confirmed that XXXX retained XXXX fees after the customer cancelled due to false claims. XXXXXXXX XXXX XXXX Complaints : Hundreds of one-star reviews describe identical scams high-pressure sales, false refund guarantees, withheld contracts, and unreturned funds. Corporate Misrepresentation : XXXX falsely claims to have been established in XXXX, yet official registry documents show the company was incorporated in XXXX in the XXXX, evidencing a pattern of deception about its legitimacy. Furthermore, XXXX XXXX XXXX XXXX is directly linked to XXXX XXXX, an XXXX XXXXXXXX who previously served over two years in XXXX for timeshare fraud in XXXX. Investigative journalism and XXXX legal filings identify him as the founder and principal behind the XXXX XXXX XXXX XXXX network the same organization currently facing numerous lawsuits for consumer deception. This criminal history demonstrates that XXXX operates under the direction of a known fraudster, and that American Express should have identified the merchant as high-risk during its investigation. This extensive history demonstrates that XXXX operates a cross-border fraudulent enterprise designed to exploit consumers through deceptive travel-club sales. American Express should have been aware of these red flags given the widespread public record of complaints. Failure by American Express Amexs denial letter dismisses the dispute on procedural grounds ( no cancellation was completed ) without addressing the substance of the fraud, lack of contract delivery, or absence of services rendered. This constitutes a failure to : Conduct a reasonable investigation as required under Regulation Z. Protect consumers from a known high-risk merchant already associated with international fraud. Apply its own Buyer Protection policies designed to safeguard cardholders from misrepresentation. Amexs reliance on the merchants self-serving statements while ignoring the overwhelming evidence we provided represents a serious lapse in consumer protection oversight. Requested Action We respectfully request that the CFPB : 1. Require American Express to reopen our case and conduct a full, good-faith investigation. 2. Order a refund of the {$46000.00} charge under the Fair Credit Billing Act, as the transaction resulted from fraud and misrepresentation. XXXX. Investigate XXXX XXXX XXXX and its affiliates for cross-border deceptive practices targeting XXXX consumers. 4. Review Amexs dispute-handling process to ensure compliance with Regulation Z and to prevent future negligence in recognizing patterns of fraud. Conclusion We acted promptly, provided all documentation, and followed every proper channel to dispute this fraudulent charge. The facts are clear : XXXX is a known fraudulent enterprise with a criminally convicted founder. We exercised our cancellation rights within the allowed timeframe. American Express failed to protect us, ignored credible evidence, and allowed this merchant to keep {$46000.00} for services never rendered. We ask that the CFPB enforce the Fair Credit Billing Act and Regulation Z, compel American Express to correct this error, and help prevent other consumers from falling victim to the same scam. Thank you for your attention and for protecting consumers against predatory financial practices.

Company response to consumer: Closed with explanation