Consumer complaint received 2025-03-27 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: AL

Complaint narrative:
XX/XX/XXXX Dear Representative, The response I received from American Express was not only convoluted and incomplete, it was a blatant dismissal of the serious violations committed against me as a consumer and small business owner. It failed to acknowledge or address the unlawful billing practices, improper credit reporting, contradictory reporting of events, and mishandling of dispute procedures that clearly violate federal consumer protection laws. 
Throughout the course of this dispute, the vendor in question submitted false and conflicting information to American Express. Therefore, I adhered strictly to American Expresss dispute process by providing additional documentation to support my claim. However, I was met with unjust and unfair and deceptive treatment that jeopardized my small business credit.

My account was billed while the dispute was still open, and my ability to submit further evidence was unjustly blocked.

These actions constitute Unfair and Deceptive Acts and Practices ( UDAP ), causing real and measurable harmnot only to my financial standing, but to the operations and stability of my small business.

This is not just a customer service failure. It is a systemic breakdown of trust and a violation of my rights under federal law, as demonstrated by the following : Documented Violations 1. Violation of the Fair Credit Billing Act ( 15 U.S. Code 1666 ) American Express reported my account as delinquent while my billing dispute was still pendinga direct violation of my rights.

2. Violation of the Fair Credit Reporting Act ( 15 U.S. Code 1681s-2 ( b ) ) The dispute was prematurely closed without proper investigation, undermining the integrity of the credit reporting process.

3. Obstruction of Access to Dispute Channels American Express repeatedly blocked my access to submit additional information online. This obstruction constitutes a deceptive business practice designed to stifle fair resolution.

4. Breach of Policy and Good Faith American Express failed to follow its own published policies and demonstrated a lack of good faith in addressing my concernscausing undue stress, disruption, and financial loss to my business.

My Request : The evidence provided in Exhibits 1 through 6 demonstrates these violations in detailincluding correspondence, timelines, billing statements, and blocked communication attempts.

Given the clear mishandling of this dispute and the violations of my consumer rights, I am demanding a full reversal of the current balance on my account.

Request for Investigation : I urge the Consumer Financial Protection Bureau ( CFPB ) to investigate what appears to be not only an isolated failure, but part of a broader pattern of harmful practices by American Express. This situation has affected my business directly, but I believe it reflects a deeper issue that could be impacting countless other small business owners and consumers.

Please contact me if you need any further clarification or documentation. I am prepared to fully cooperate in any investigation or proceedings necessary to ensure accountability.

Thank you for your time, your commitment to justice, and for standing up for consumers like myself.

With resolve, Enclosures : Exhibit 1 American Express clear policy stating I am not required to pay during an active dispute.

Exhibit 2 Letter from American Express dated XX/XX/XXXX, which states they rebilled the account and provides 30 days for me to provide new information to support my dispute. This letter from American Express is erroneous and contradictory. The first paragraph states that information was provided by the vendor within 4 days and the second paragraph states the vendor provided the information a year later on XXXX XX/XX/XXXX. This falsely implies the vendor had a year to deliver the services. However, my attempts to provide an updated dispute was intentionally blocked. 
Exhibit XXXX Billing statement dated XX/XX/XXXX, requesting payment while account was clearly in the 30 day dispute timeline. This deceptive billing practice is in direct contradiction to the dispute protection policy. 
Exhibit 4 Screenshot of additional dispute information submitted on XX/XX/XXXX at XXXXXXXX XXXX showing the dispute was processed and closed simultaneously. 
Exhibit 5 Documentation showing my access to submit further disputes was blocked during the allowed timeline.

Exhibit 6 Evidence of a recurring pattern by American Express to block my consumer dispute submissions.

Company response to consumer: Closed with explanation