Consumer complaint received 2026-05-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: AMERICAN EXPRESS COMPANY
State: CA

Complaint narrative:
I am filing this complaint against American Express regarding what I believe to be a grossly inadequate and unreasonable handling of my fraud disputes. Despite multiple reports, repeated explanations, and my full cooperation throughout this process, American Express continues denying my claims while ignoring the core facts surrounding the unauthorized activity on my account. The central issue in this matter is extremely clear and has been repeatedly communicated to American Express : I NEVER RECEIVED THE CARD associated with the disputed transactions. Because I never received the card, it was never in my possession, I never activated or used it, and I never authorized any person to use it on my behalf. I have explained this to American Express multiple times in detail, yet they continue responding with generic and repetitive statements claiming the card was present during the transactions as justification for denying my disputes. That response is completely insufficient and fails to address the actual facts of my claim. A statement that a card was present does not establish that I authorized the transactions, especially when the card itself was never received by me in the first place. American Express has continuously ignored this critical fact and instead appears to rely on automated or scripted responses that dismiss my disputes without conducting a meaningful or reasonable investigation. At no point has American Express properly addressed the following : How transactions could legitimately be authorized by me when I never received the card How a card allegedly being present automatically proves authorization despite my reports that the card was never in my possession What investigative steps were actually taken to verify delivery, possession, activation, or authorized use of the card Why my repeated statements and explanations have seemingly been disregarded entirely Why the same generic denial language continues being used despite the specific details I provided multiple times Instead of investigating the substance of my claim, American Express has repeatedly ignored my explanations and continued denying the disputes using nearly identical responses. This raises serious concerns regarding whether a proper investigation was conducted at all. Additionally, I find it extremely concerning that my disputes were denied around the same time provisional credit was expected to be issued. This pattern has created severe financial hardship and has further damaged my trust in the integrity and fairness of the dispute process being used in my case. I believe American Express has failed to meet its obligations to conduct a reasonable and fair investigation into unauthorized transactions reported on my account. Their continued reliance on generalized conclusions while ignoring the most important facts of the dispute demonstrates what I believe to be a negligent and dismissive handling of my claims. At this point, I no longer believe my disputes are being reviewed fairly or in good faith. I believe my claims are being dismissed through generic responses rather than properly investigated based on the actual circumstances I repeatedly reported. I am requesting urgent review of this matter due to the ongoing financial hardship and the failure of American Express to adequately address or investigate the core facts of my complaint.

Company response to consumer: Closed with monetary relief