Consumer complaint received 2026-02-26 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: FL

Complaint narrative:
I am formally requesting immediate reversal and full refund of ALL charges placed by XXXX Cruises on my American Express card for booking # XXXX under the Fair Credit Billing Act ( 15 U.S.C. 1666 ) for services not as described. American Express has a legal duty under the FCBA and its own merchant agreement to investigate and resolve disputes when the services provided by the merchant materially differ from the written or advertised description at the time of purchase. In this case, the entire 7-night cruise experience was defective and unsafe due to severe food poisoning caused by XXXX onboard dining services, rendering the vacation unusable and far below the safe, enjoyable, quality experience XXXX explicitly promised in its promotional materials, emails, and contract. Chronology and Evidence ( all attached in the 32-page package I have already submitted to Amex twice ) : I booked the cruise approximately one year in advance through XXXX for myself ( XXXX XXXX XXXX and my travel companion XXXX XXXX XXXX expecting a relaxing, safe vacation with quality dining, full use of the drinks package, spa, hot tubs, shows, and all advertised amenities. Promotional emails and materials ( attached ) repeatedly described nonstop good vibes, quality dining, safe facilities, and an overall enjoyable holiday. During the cruise, both passengers became violently ill from XXXX onboard food. I specifically ate the lobster bisque in the main dining room shortly before symptoms began. Symptoms included nonstop XXXX XXXX, XXXX, inability to eat or drink, and XXXX XXXX that lasted for days and prevented use of almost all paid services for the majority of the 7-night trip. On XX/XX/year> ( two days before disembarkation ), I personally went to the guest relations desk and requested a 50 % refund on the {$250.00} onboard charge due to the ongoing illness and defective services. The request was refused with no negotiation or accommodation offered. On the day of disembarkation, XX/XX/year>, both passengers went straight to XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX The doctors notes ( pages 12 and 1321 of the package ) explicitly state for both of us : possible XXXX XXXX and Ate lobster bisque on XXXX, shortly after is when it all started. Medical receipts totaling {$45.00} ( {$30.00} + {$15.00} ) were paid directly on this American Express card ( receipts attached, pages XXXX ). I continue to have lingering symptoms and was instructed to follow up with my primary care provider. Additional services that were promised but unusable because of the food poisoning and poor facilities : Drinks package could not be used for most of the cruise because we could not eat or drink. {$350.00} thermal spa package was unusable due to overwhelming chlorine fumes and poor ventilation that caused breathing difficulties and XXXX. Hot tubs were consistently cold ( XXXX XXXX photos show XXXX instead of the advertised/expected XXXX photos attached ). Shows and activities were missed due to illness. My travel agent at XXXX has been in continuous communication with XXXX and received only a partial offer of {$350.00} ( the spa package amount ), which was never actually issued. No further resolution has been provided despite multiple attempts. I submitted the complete XXXX complaint package to American Express XXXX XX/XX/XXXX and XX/XX/year>, including doctor notes, episode summaries, medical receipts, photos, promotional materials, my guest-relations complaint script, and XXXX emails. A previous Amex representative confirmed receipt on a voice call. The initial denial occurred because the first review apparently did not fully consider the medical evidence tying the illness directly to XXXX onboard dining. An Amex chat agent has now re-opened the dispute after personally reviewing the doctor notes and stated they will investigate with the merchant. Legal Basis Why This Must Be Resolved in My Favor : 1. Fair Credit Billing Act ( 15 U.S.C. 1666 ) Requires the card issuer to investigate and correct billing errors, including charges for goods or services not as described. XXXX XXXX from the merchants dining services that ruins the entire paid vacation is the textbook definition of services not matching the description. 2. Amex Merchant Agreement and Cardmember Agreement Amex explicitly allows chargebacks for services not as described ( reason code XXXX ) and must investigate in good faith. Amex can not simply accept the merchants blanket denial when clear contemporaneous medical documentation exists. 3. Florida Deceptive and Unfair Trade Practices Act ( FDUTPA, Fla. Stat. 501.201 et seq. ) XXXX advertising of a safe, enjoyable cruise while providing contaminated food constitutes a deceptive practice. As a Florida resident, I am protected under this statute. 4. Consumer Financial Protection Bureau Guidance CFPB has repeatedly stated that card issuers must give consumers the benefit of the doubt when credible evidence ( especially medical records ) shows the merchant failed to deliver the promised service. I have done everything required : attempted resolution with the merchant onboard and post-cruise through my travel agent, provided extensive documentation twice, and cooperated fully with Amex. I am even willing to sign a medical release so Amex or XXXX can verify the doctor notes directly. Requested Resolution : Full refund of every XXXXXXXX XXXX charge on this booking ( XXXX XXXX, {$250.00} onboard charge, {$350.00} spa package, drinks package, and any other related fees ), plus any interest or fees that accrued. Issue provisional credit immediately while the investigation continues, as permitted under FCBA. If Amex does not resolve this within the 90-day FCBA timeline, I will escalate further with a formal appeal, additional CFPB follow-up, and consideration of small claims or federal court action as allowed by the cruise contract. I have attached the full XXXX package again for this complaint. Please treat this as a formal FCBA dispute and provide a written response within the required timelines. Thank you. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX fl XXXX [ XXXX ] [ XXXX ] Amex account ending in [ XXXX ]

Company response to consumer: Closed with monetary relief