Consumer complaint received 2024-11-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: AMERICAN EXPRESS COMPANY
State: AZ

Complaint narrative:
On XX/XX/year> I submitted a vehicle reservation with XXXX XXXX XXXX XXXX online. This was a trip I took from XXXXXXXX XXXX to XXXX, NC. This trip was booked through XXXX XXXX on XX/XX/year> to XXXXXXXX XXXX 

The vehicle reservation was to pick up the vehicle on XX/XX/XXXX, from the XXXX XXXX XXXX XXXX and return it on XX/XX/year>. 

Prior to arriving in XXXXXXXX XXXX  I parked my personal vehicle at the Terminal parking garage at the XXXX XXXX XXXX parking garage. 

I stopped by the vehicle counter at the XXXX XXXX location at : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX I picked up the vehicle the front desk agent had identified for me. I returned the vehicle the same day XX/XX/XXXX, to the airport to catch my flight back to XXXXXXXX XXXX Prior to returning the vehicle, I filled the vehicle with gas by stopping by an XXXX gas station at the XXXX gas station at XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX The transaction was for {$32.00} using my XXXX XXXX XXXX credit card. 

When I drove the vehicle to the rental return lane  for Budget Rent A Car, I noticed there were no employees present that typically scan the vehicle, inspect it, and check it in. 

I left the key in the vehicle parked in the return lane for XXXXXXXX XXXX XXXX XXXXXXXX, and caught my flight back to XXXX XXXX 

On Thursday XXXX XXXX XXXX I received an email from Budget Car Rental around XXXX XXXX XXXX XXXX a receipt for renting the vehicle on XXXXXXXX XXXX XXXX XXXX XXXXT p.m. 

I attempted to speak with someone at the rental facility at XXXXXXXX XXXX to discuss this receipt, and no one would answer. I also attempted to call the national line for XXXX XXXX rental, and continued to be asked to call other numbers for XXXX XXXX rental. 

I contacted American Express later that evening on XXXX XXXX, and explained the situation, I provided my credit card charge for gas to fill the vehicle on XXXXXXXX XXXX XXXX, my boarding pass for my flight back to XXXXXXXX XXXX, my receipt for leaving the parking garage on XXXX XXXX, the credit card charge for the parking fees on XXXX XXXX, the original paid reservation for the Budget Car rental, and the disputed receipt charges. 

I also explained to American Express that there were employees present at the XXXX XXXX rental return lane to check in the vehicle I rented. 

On XXXX XXXX I received a secure message from American Express with a message that included that I used the rental vehicle for XXXX and violated the terms of the rental agreement. 



I contacted the American Express executive office and explained the situation, and my disagreement and how surprised I was that American Express would make false statements such as this. 

I was asked to provide supplemental proof of my flight over the phone such as an additional ticket from XXXX XXXX that I boarded on my XX/XX/XXXX return flight to XXXXXXXX XXXX. I explained to the American Express executive representative that I have already provided my boarding pass, and no airline I have ever flown provides an additional ticket for all passengers who board the flight. 

I contacted XXXX XXXX on XXXX XXXX and received an email from them stating they confirmed my flight from XXXX to XXXX on XX/XX/XXXX was complete. 

On XX/XX/XXXX, I received an additional message from American Express that they were adjusting my credit card charge for the disputed amount, but this could change based on a response from XXXX XXXX XXXX 

American Express seems to be having difficulties making a final determination on the truth and what really happened which is why I am sending this to your office for review. 

I have included an email from my current employer with instructions on where to be on my first day at my new place of employment, which began on Monday XX/XX/year>. 

I have receipts from gas purchases made from my commute from my home in XXXXXXXX XXXX to my place of employment in XXXXXXXX XXXX, and also receipts of local purchases made with my credit card from the Caf at my place of employment from XX/XX/year> to XXXXXXXX XXXX XXXX 

In addition, I have included additional credit card charges from local restaurants I have visited and retail stores I visited in Arizona. 

If I am in Arizona, where I live and work, provide proof of me being there, why would there be any doubt of that, and why would XXXX XXXX XXXX and American Express say I returned a vehicle on XXXX XXXX in XXXX, XXXX when I was in XXXX

Company response to consumer: Closed with monetary relief