Consumer complaint received 2024-01-04 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: PA

Complaint narrative:
On XX/XX/2023 my car ran out of gasoline on XXXX north before exit XXXX and I called the merchant XXXX XXXX XXXX  ( AKA XXXX XXXX XXXX XXXX ), which I obtained from my insurance company. I was charged {$370.00} via a web link to my cell phone at XXXX in order for the merchant to deliver 2 gallons of regular gas. My exact location was XXXX, XXXX. They indicated they would be there within XXXX minutes. A police officer pulled over and informed me that XXXX  state law allows only authorized merchants to provide roadside assistance in that area. The officer then called the XXXX  Turnpike Authority to dispatch a service vehicle. I called the merchant and let them know of this information, which was about an hour after my initial payment. They sent me an email to trick me to 'cancel ' my request in order to leveraged their terms and conditions and not refund my money. When disputing the charge with American Express, my credit card company, they indicated that the merchant 's policy doesnt allow for refunds. I called the merchant who indicated they would give me a refund, but they would not provide this statement in writing or email. I offered to give the voice recording of this conversation with the merchant to Amex but they do not accept audio evidence. This vendor has had numerous similar complaints posted by the XXXX XXXX XXXX and the address for their company of XXXX XXXX XXXX, XXXX, XXXX  XXXX with the email of XXXX appears to be a residential apartment held by an individual, rather than a real business, further indicative of fraudulent activity. 

I have attached evidence to show the Authorized Vehicles permitted to provide service in XXXX XXXX which excludes XXXX XXXX making the service they offered illegal and a fraudulent representation of their capabilities. I have also attached the road service rates, which is a XXXX  law ( XXXX XXXX ) which indicates the maximum a merchant is allowed to charge for roadside services which is a maximum of {$81.00} plus the cost of fuel. I also have attached an email from XXXX XXXX, Incident Management Coordinator, who indicated no outside agency [ XXXX XXXX  ] called on my behalf to the XXXX Transit Authority to provide services. The original invoice from the merchant is also attached. I have attached the documentation from American Express showing their investigation. 

American Express has failed to review the evidence I have provided to them despite my escalating it to the manager, XXXX on XX/XX/2023 and then XXXX on XX/XX/2023. The managers indicated that if the service was illegal then the merchant 's no refund policy would not be upheld and I should get the charge reversed and credited on my account. However, they have not upheld what they have told me and protected their customer, myself, from this fraudulent merchant and bogus charge despite the infallible evidence I have provided.

Company response to consumer: Closed with explanation