Consumer complaint received 2026-04-29 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: ID

Complaint narrative:
I am filing this complaint regarding American Expresss denial of my fraud claim involving a {$4000.00} XXXX XXXX transaction that was authorized only because I was deceived by individuals impersonating XXXX customer support during a XXXX XXXX sale. On XX/XX/year>, I listed a chair for sale on XXXX XXXX and was contacted by a person claiming to be interested in purchasing it. The buyer stated that payment would be sent through XXXX. I then received what appeared to be an official XXXX email stating that the payment had been sent but that I needed to upgrade my account from a personal account to a business account in order to receive the funds. Following these instructions, I was contacted by individuals posing as XXXX customer support using a fake XXXX support number and fraudulent email communications designed to appear legitimate. These individuals instructed me to authorize a {$4000.00} American Express XXXX XXXX transaction, falsely claiming that this was required to complete the account upgrade and receive the buyers payment. To make the scheme appear legitimate, the scammers remained on the phone with me while instructing me to call American Express to authorize the XXXX XXXX transaction. They also used XXXX and multiple phone calls to impersonate XXXX representatives. In addition, I have voicemail evidence showing that the same individual was simultaneously using similar fraudulent statements with another victim. Relying on these false representations and believing I was interacting with legitimate XXXX support, I authorized the {$4000.00} XXXX XXXX transaction. As soon as I discovered that I had been defrauded, I immediately reported the matter to American Express and submitted supporting evidence, including : fraudulent emails impersonating XXXX, text messages, voicemail recordings, documentation of the impersonation scheme. American Express reviewed the claim and denied reimbursement on the basis that the transaction was authorized, without adequately addressing the fact that my authorization was obtained through impersonation, deception, and fraudulent misrepresentation. Although I physically authorized the transaction, that authorization was induced through fraud. American Express has failed to meaningfully consider the evidence demonstrating that I was the victim of an imposter scam in which fraudulent actors posed as XXXX representatives and deceived me into authorizing the transaction under false pretenses. I am requesting that American Express : Reopen and fully investigate the {$4000.00} Split Pay transaction Provide the records and basis relied upon in denying my claim Reimburse the {$4000.00} loss resulting from this fraudulent scheme I have also filed reports with local law enforcement and have preserved the evidence related to the fraudulent communications and impersonation. I am requesting regulatory assistance because American Express denied my claim solely because the transaction appeared authorized, despite substantial evidence that the authorization was obtained through fraud.

Company response to consumer: Closed with monetary relief