Consumer complaint received 2025-08-09 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: CA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against American Express regarding their refusal to resolve a legitimate dispute I had with a merchant, XXXX, concerning a purchase made on XX/XX/year> in the amount of {$1700.00}. Despite providing clear, irrefutable evidence that I returned the incorrect merchandise that was sent to me, American Express failed to handle the matter appropriately and ultimately sided against me without reasonable justification. 



Background of the Transaction XXXX XX/XX/year>, I made an online purchase from XXXX for specific clothing items. Upon receipt of the order, I discovered that the items shipped were not the correct clothing pieces I ordered. The merchandise was materially different from what I had purchased and, therefore, did not fulfill the contract of sale. 



Return of Merchandise Following XXXX  instructions, I returned the incorrect merchandise in full. I have documentation confirming that the return was successfully delivered to the merchant, including shipping receipts, tracking confirmations, and proof of delivery. This evidence clearly shows that XXXX received the returned goods. 

Despite this, XXXX never issued a formal refund for the {$1700.00} purchase. 



Opening the Dispute with American Express When it became clear that XXXX would not voluntarily issue the refund, I opened a dispute with American Express. 
I submitted clear, straightforward evidence demonstrating that the products were returned. 
My evidence included tracking confirmations, proof of delivery, and order discrepancy details showing that the items sent were not as ordered. 
All information was provided within the time frames American Express requested. 



Mishandling by American Express The dispute process with American Express became unnecessarily drawn out and frustrating. Over the course of multiple communications, I was asked to resubmit information I had already provided, causing delays and confusion. Despite my compliance and provision of cut-and-dry proof of my case, American Express ultimately closed the dispute in favor of the merchant. 

American Express failed to : 1. Properly evaluate the evidence I provided.

2. Enforce the protections afforded to consumers under the Fair Credit Billing Act ( FCBA ), which covers transactions involving incorrect goods.

3. Communicate a clear and reasonable explanation for their decision.

This outcome leaves me out {$1700.00} for merchandise that was both incorrect and returned in good faith.

Impact on Me as a Consumer This situation has caused me : Financial loss of {$1700.00}. 
Emotional stress due to the ongoing back-and-forth with both the merchant and American Express. 
A loss of trust in American Expresss ability to provide fair dispute resolution services as advertised.

Requested Action I respectfully request that the CFPB : 1. Investigate American Expresss handling of my dispute with XXXX. 
2. Require American Express to reopen the dispute and evaluate my evidence fairly.

3. Ensure that American Express complies with all FCBA provisions when addressing similar disputes in the future.

I am happy to provide all documentation, including correspondence with both XXXX and American Express, shipping records, proof of delivery, and screenshots of the merchants failure to issue a refund. 

Thank you for your time and assistance in this matter. I trust that the CFPB will ensure my case is handled with fairness and in accordance with the law. 

Sincerely, XXXX

Company response to consumer: Closed with explanation