Consumer complaint received 2026-04-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: AMERICAN EXPRESS COMPANY
State: NV

Complaint narrative:
Consumer Financial Protection Bureau Complaint Consumer : XXXX XXXX XXXX : American Express Account : XXXX XXXX XXXX ( ending in XXXX ) Complaint Summary : I am filing a complaint regarding improper billing practices, dispute handling failures, and inaccurate account balance calculations by American Express. Between XXXX and XX/XX/, I disputed several charges on my account. American Express issued credits totaling approximately {$450.00} in response to these disputes. However, American Express later applied multiple reversals and internal adjustments totaling approximately {$1000.00}, which significantly exceeds the original disputed amount. This resulted in an unexplained discrepancy of approximately {$550.00}, inflating my account balance. Key Issues : 1. Excessive and Duplicative Reversals American Express applied : - A {$170.00} dispute reversal ( J Resort ) - A separate {$460.00} dispute reversal tied to the same dispute group These amounts do not reconcile cleanly with the original disputed transactions and appear duplicative or improperly grouped. 2. Non-Transparent Removal of Credit Balance Entries The account includes : - {$280.00} Removal of Credit Balance - {$46.00} Removal of Credit Balance These entries : - Increase the balance - Are not tied to specific transactions- Are not explained in any statement detail This violates basic billing transparency standards. 3. Failure to Provide Transaction-Level Dispute Resolution American Express failed to clearly identify : - Which disputes were upheld - Which disputes were denied - How each reversal corresponds to original charges Instead, disputes were grouped into bulk adjustments, preventing accurate verification. 4. Resulting Financial Harm Due to these accounting issues : - My account balance was artificially inflated - I was assessed : - Late fees ( {$29.00} ) - Interest charges ( {$8.00} ) - My account was marked past due despite a consistent pattern of full payments Legal Basis : Under the Fair Credit Billing Act ( 15 U.S.C. 1666 ), creditors must : - Properly apply payments and credits - Clearly identify disputed charges and outcomes- Avoid charging interest or fees on billing errors American Express failed to meet these obligations. Requested Resolution I am requesting : 1. A full transaction-level reconciliation of all disputed charges 2. Identification of each dispute outcome ( approved or denied ) 3. Removal of all improperly applied : - Reversals exceeding original disputes - Removal of Credit Balance entries without justification 4. Removal of all associated : - Late fees - Interest charges 5. Correction of my account balance 6. Correction of any negative credit reporting Supporting Documentation Attached : - Account statements ( XXXX XXXX ) - Dispute accounting exhibit summarizing discrepancies Conclusion : The total reversals and adjustments applied to my account exceed the original disputed amounts and are not transparently or accurately documented. This constitutes improper billing practices and requires correction. I request a full investigation and resolution. Submitted by : XXXX XXXX XXXX, Nevada

Company response to consumer: Closed with monetary relief