Consumer complaint received 2025-07-11 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: OH

Complaint narrative:
After being victimized by a XXXX  merchant whom I have evidence & reason to believe used an inferior, incorrect type of facial filler product for a XXXX  service ( and this merchant failed to properly store, handle, transport the dubious/questionable product ) there was also injector negligence & potential merchant malfeasance in trying to cover up their errors as to what product was actually used after I contacted merchant to request a revision, credit or refund for the failed defective incorrect and improperly injected product ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) and the product provided no visible/palpable results. I attempted to get an appointment scheduled with the merchant on a weekend due to work schedule & merchant would not accomodate. Merchant was unwilling to guarantee any kind of remedy, warranty, replacement or refund. I paid appr. {$800.00} total for the XXXX XXXX XXXX with gift card, the rest was paid for on my XXXX XXXX card ) I pursed a valid justified charge back due to the dissatisfaction of the product/service and its failure to provide the promised/promoted benefits. I pointed out to XXXX XXXX that this merchant is not in compliance with Ohio 's consumer protection laws ( as in they should have provided a written purchase agreement/sales contract for any sale of goods over {$500.00} but this merchant did not. The merchant also never obtained my signature on any kind of written or printed receipt to memorialize what I had actually received, type of filler, amount charged etc. ) The merchant then proceeded to submit contradictory so called 'evidence ' to defend/refute the charge back ( after first giving me the impression in communications I shared with XXXX XXXX that they would go ahead and accept the charge back instead of offering any other potential remedies or refunds ) But then the merchant turned around & disputed the charge back with erroneous misinformation, altered 'XXXX  ' up photographs of me, sharing my private protected health info without my permission nor advance knowledge, and essentially XXXX  about what had happened & what type of filler product had actually been used on me XX/XX/year>! They also engaged in egregious defamation making false accusations about me unsupported by actual facts. XXXX XXXX has only provided me spotty feedback & denied me my rights under the XXXX. They sent partial fuzzy extremely small print copies of the merchants so called 'evidence ' which is NOT legible. They have denied me the ability to talk with anyone in a position of authority to properly resolve the dispute & unfairly rebilled this unjust charge to my account even though I have refiled the dispute providing substantive evidence showing strong support for the fact the merchant actually mistakenly or on purpose injected the wrong product ( a cheaper filler type called XXXX  ) but yet altered their records after the fact to claim they had injected the proper filler ( XXXX  XXXX  ) The merchant had submitted to the filler supplier/manufacturer XXXX  ( XXXX their rewards points program XXXX ) that they had injected XXXX  in XXXX temples on XX/XX/XXXX and I was emailed a copy of that documentation with the merchant/medspa provides the supplier. I provided a copy to XXXX XXXX justifying my legitimate questioning/concern that this merchant used this inferior wrong product ( the manufacturer only recommends using XXXX in XXXX! ) While the issues in dispute XXXX seem complicated, the fact remains that this merchant has not been transparent nor consistent but resorting to mischaracterizing me, lying to XXXX XXXX & violating my privacy rights & Ohio 's consumer laws while doing so. XXXX XXXX has been complicit in these harmful actions. I then sent XXXX XXXX a cease & desist explaining that they should not be accepting nor sharing within their own team or any other XXXX XXXX my XXXX & questionable/altered XXXX XXXX records as it violates my XXXX rights. I also pointed out in many supporting documents I presented XXXX XXXX in regards to this charge back dispute that the merchant has failed to provide ( because they do not have it ) a proper pre-service written contract nor a printed or even electronic receipt that would provide any support or clarity to this merchant 's false claims! Without these crucial evidentiary documents the charge for {$460.00} is not valid because I was not given opportunity to have in writing clarification as to what actual type of filler product & at what total price I was to be receiving! The merchant is not in compliance with Ohio 's laws, they have refused to allow me to come back for a post service evaluation by their XXXX  XXXX ( claiming falsely that this charge dispute prohibits this ) They have failed to give any valid explanation for why they told the manufacturer/supplier rewards program I was injected with an improper, cheaper, inferior filler product but has since claimed I received something else! Altering XXXX  records is unlawful. Not providing consumers real purchase contracts & receipts is bad business practice & against Ohio consumer laws. All this XXXX  has done ( actually the merchant is a massage business mainly & only recently started doing XXXX services ) is malign me & submit false defamatory info to XXXX XXXX. XXXX XXXX has subjected me to XXXX XXXX & taking up too much time to resolve this dispute properly & fairly. I should not have to be charged for receiving the wrong product type & being a victim of a merchants charades & fraud. XXXX XXXX should not be aiding & abetting this & repeatedly ignoring my fulsome information & requests to permanently credit the {$460.00} back to my card! The only thing the merchant submitted is a consent to treat form and that is NOT a purchase agreement or written signed contract or receipt to verify what I had actually received. XXXX XXXX seems not to want to take the time to really research this dispute sufficiently. I have exhausted myself trying to obtain justice and the credit back to my account I want, need and deserve. My rights on many levels have been egregiously violated.

Company response to consumer: Closed with explanation