Consumer complaint received 2025-04-28 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

Complaint narrative:
Subject : Unfair Charge Related to Amex XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : American Express ( Amex ) I am writing to file a formal complaint against American Express regarding an issue with the XXXX XXXX XXXX benefit tied to my American Express XXXX XXXX. 

As part of the benefits of the Amex XXXX Card, cardholders are eligible to receive up to {$100.00} in annual statement credits toward purchases made at XXXX XXXX XXXX ( {$50.00} from XXXX to XXXX, and {$50.00} from XXXX to XXXX ). In the second half of XXXX, I made a qualifying purchase at XXXX XXXX XXXX, expecting to utilize the {$50.00} credit. 

However, due to an internal issue between XXXX XXXX XXXX and its shopping company partner, my purchase was automatically canceled and refunded without my action. As a result, American Express automatically credited my account with the {$50.00} benefit. 

As a paying customer of the Amex XXXX XXXX, I considered the benefit properly received and had no complaints at the time. I had paid for the membership that entitled me to this benefit, and I acted within the benefits intended use. 

However, as of XX/XX/XXXX, approximately {$350.00} in unrecognized charges have been posted across XXXX of my credit cards related to the XXXX XXXX XXXX benefit. These charges were not authorized by me, nor do they reflect any actual service or benefit I received. 

Here are the affected cards and corresponding amounts : XXXX {$50.00} XXXX {$50.00} XXXX {$45.00} XXXX {$50.00} XXXX {$40.00} XXXX {$50.00} XXXX {$50.00} Additionally, because of American Express 's delay and failure to correct this situation in a timely manner, I was unable to use my XXXX XXXX XXXX benefit for the second half of XXXX. 
As a result, I have not only lost my intended benefit, but I am now being charged for an item and service I never actually received. 

Furthermore, I contacted American Express customer service and spoke with a supervisor named XXXX. During the conversation : I explained that I was aware a credit reversal might happen, but I patiently waited nearly 10 months for Amex to take proper action, which they failed to do. 

I pointed out that because Amex delayed correcting the transaction in XXXX, I lost my ability to use the {$50.00} benefit for that year. 

I emphasized that now I am being charged approximately {$350.00} without having received any item or benefit, despite paying an annual fee for the XXXX XXXX. 

The supervisor acknowledged the situation, apologized for the inconvenience, but ultimately stated that " this is something that we can't override manually '' and that they " would not be able to reverse '' the charges or reissue the benefit. 

I expressed that this was unfair, because if the reversal had been processed properly in XX/XX/XXXX when the purchase was canceled, I would have still had time to requalify for the benefit. 

Despite my efforts to explain the logic and unfairness of the situation, American Express refused to resolve the issue. 

Thank you for your attention to this matter. 

Sincerely,

Company response to consumer: Closed with explanation