Consumer complaint received 2025-04-10 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:
I am writing regarding American Express, and they're not protecting me in a dispute for a hospital that did 3 things. 1. Gave me the full price that I agreed to. 2. Afterwards, they charged me two more times. I did not authorize, provide my card, or sign either one. 3. They did not perform the XXXX. It was for a hernia. They ignored me in the hospital completely, they told me they would have someone get me up to walk to heal faster and help me shower. They walked for less than 2 minutes one day. When I screamed because there was no way to contact help to get the bed down so I could use the bathroom, I was told NO They didnt give me food or water for 3 days. They didnt even bring me Vaseline for my lips when I asked for it. So, I checked out. I had a wound vacuum on, and they didnt give me any instructions on treating myself at home, and they didnt remove my stitches. I had to hire and pay a local doctor over {$1500.00}. After being in bed for 4 weeks, everything seemed healed. So, I began moving around, cleaning, etc. I Googled it, and it said I was okay to resume normal activity. Three days later, I started bleeding from a hole in my stomach. My doctor, who had been helping me, told me to have an ultrasound done. I did, and I have the letter and pictures. All were submitted to XXXX. Also, the hospital stays and XXXX at XXXX in XXXX  XXXX, XXXX, showed that the hernia was not removed, and the mesh is slipping, and I have spent the last XXXX weeks in bed, packing my wound as they instructed, and it is healed. XXXX, in many cases, took my dispute one day, and the very next day, said they had asked me for things that I did not provide, so they were charging me back. I told them many times that I was bedridden, in a lot of pain, and unable to get all the documents together that quickly. I have 6 pets. Just getting them and myself up the stairs, into the kitchen, and food for all of us, Im hurting, breathing heavily, and my back is killing me. Its all I could do to get back in bed. I had to pack my wound every other day with gloves, sterilization, and scissors to cut the padding. It was a lot of careful work, so I didnt get infected again, which could have killed me. I tried calling the hospital over 10 times. I finally, while in horrible pain, drove a two-hour round trip to talk to them and gave them the letter I will copy here. The hospital is crooked. My credit card company should be protecting me. See the current letter saying it is a tort case. I called XXXX and was told they are not a credit card company. That they are a bank and not subject to the responsibilities the FTC shows. I am not paying for this. I can not afford to. I lost so much money because of what the hospital did. XXXX lost my phone. That cost me over {$800.00}. My home and carpets are destroyed because I can't get out of bed to let the animals out have been destroyed. I had to have people come in and clean. It cost me over {$35000.00}. I am not able to meet with contractors and file a police report for a burglary due to being in bed and losing the XXXX XXXX XXXX payment of over $ XXXX. This has set me back from selling the home, and that will cost me over $ XXXX. XXXX has not given me a breakdown of what and when this is due. I have spent more than XXXX hours on this issue. I am submitting a copy of the XXXX report and my hospital information from XXXX XXXX XXXXXXXX. A copy of the letter I hand-delivered to the XXXX in XXXX. XXXX needs to allow my dispute ; it is within my rights, and I have shown unmistakable evidence and done everything they have asked me. I am also attaching a copy of what they sent me, which they say they are basing their evidence on. It is all three bills, and the hospital sent them the document I signed when I came in, they told me I needed XXXX, and they told me it was going to cost {$4000.00}. I signed, saying I was the only person responsible for it. I gave them my card, and I also signed the receipt. They did not include a copy of that. Instead, what they did was they charged my card three times for amounts I did not authorize and did not sign. That is not my signature. XXXX 's excuse is that they are not signature experts. You can be a two-year-old and see that. They included something barely readable about me not being ready to check out. They had my ex-boyfriend, who picked me up, sign this ; the doctor didn't even sign it. I never saw him again after the XXXX. They were not feeding, speaking, helping me to walk, or shower. They threw me into a room with no ability to contact a nurse, I didnt even have a room with a TV that worked. I felt like a prisoner they were going to kill!

Company response to consumer: Closed with explanation