Consumer complaint received 2024-07-05 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: AL

Complaint narrative:
Dear Representative, I am an unfortunate victim of a sophisticated, high ticket, online scam by XXXX XXXX of XXXX. 

I have provided American Express with all of the information to dispute this claim but American Express will not permanently credit my account. 

Several years ago I developed a customized online webinar and online course to help my investor clients succeed as online auction real estate investors. 
This is a very specialized area of real estate that I studied for several years. 

Once we successfully mastered online real estate investing, I combined my skills as an engineer and real estate instructor with those of my husband as a home inspector to develop an online course. I now help other real estate investors reduce risk and succeed with this online technology platform. 

I also presented the model at XXXX XXXX XXXX Conventions. 

The sophisticated webinar funnel I developed consists of multiple functions which include preparing the webinar, marketing the webinar, sharing the presentation, enrolling clients, ensuring access to the online portal, and follow up. 

As technology and consumer expectations evolved, I realized my existing funnels and processes needed to be updated to embrace new technology and more advanced marketing strategies. 

I saw XXXX XXXX presentation on XXXX and I contacted him to see if his company could provide me with the customized audits to improve my existing funnels. 

Based on my research, most companies only offer a one-size fits all solution. They do not provide customized audits so I would not have moved forward to book the call with XXXX XXXX without the agreement to provide the customized audits. 

The first step was to speak to his assistant, XXXX XXXX. During this conversation, I specifically stated that I was only interested in customized audits. 

XXXX XXXX deceived me by telling me that the company provided customized audits. That is why I agreed to the Zoom meeting with XXXX XXXX. 

The presentation with XXXX XXXX on XX/XX/XXXX was both audio and visual. 

XXXX XXXX used a software called XXXX to record the audio and Zoom to present visually. 

My customized audit requirements were clearly documented, articulated, and promised. 
In fact, both XXXX XXXX and XXXX XXXX assured me that the company provided the customized audit services. 

However, this was fabricated to deceive me and to only tell me what I wanted to hear so XXXX XXXX could intentionally defraud me. 

Please read the screenshot that I uploaded carefully and you will see that within the first five minutes of the call the following false and deceiving statements were provided to me in writing. 
XXXX. XXXX XXXX clearly states that everything they do is customized and reiterated that his assistant, XXXX also told me that XXXX. XXXX XXXX stated he had already looked at my website which provides direct access to the funnel and messaging information needed for the customized audits XXXX. XXXX XXXX stated that my audience audit would be the first step XXXX. The instructions with the link provided said it would include ALL THE MATERIALS PROMISED. 

XXXX XXXX knew the customized audits were the only reason I agreed to speak to him or work with him, so his agreement to provide the customized audits was a deliberate deception to defraud me. 

During the presentation, XXXX XXXX also showed me this chart that I uploaded that he prepared of the areas of customization that he would provide with these five customized audits. 

XXXX. Audience Audit XXXX. STM Offer XXXX. Funnel and Messaging Audit XXXX. XXXXraffic Audit + XXXX XXXX. XXXX Closing Based on his agreement to deliver the customized audits across the five critical areas of my existing business funnel, I agreed to pay his non-refundable fee of {$7500.00}. 

Immediately after the presentation, I received an onboarding email and followed the instructions to onboard the same day. 

Despite this, XXXX XXXX twisted the context by falsely connecting his failure to provide customized audits to my onboarding process. 
As confirmed by XXXX XXXX, I successfully on boarded the same day. 

However, no customized audit information was provided. 

However, once again XXXX XXXX is caught up in his own deceit that unfortunately American Express has used to deny my dispute. 

Please see the complete email in Appendix A. 

My instructions were to contact Customer Support TO HELP YOU ON YOUR ONBOARDING CALL TO MAKE SURE YOU GET LOGGED IN EVERYTHING SUCCESSFULLY. 
I am a retired computer engineer and I was anxious to get started so I on-boarded successfully the same day as confirmed by XXXX XXXX XXXX 
XXXX XXXX admits that I was able to onboard the same day as the call so I did not need help and I was not confused. 

Confirmation of Onboarding by XXXX XXXX SHE RECEIVED, OPENED AND CLICKED ON THESE EMAILS, CREATED HER PROFILE AND LOGGED IN TO THE TRAINING PORTAL To reiterate, there was no confusion on my part. 

I followed all instructions, I on boarded successfully the same day, and there was no information regarding my customized audits in ALL THE MATERIALS PROMISED. 

On XX/XX/XXXX, I reached out to XXXX XXXX for an update on my customized audits because I had not received any updates. His response, theres a lot to unpack here .., indicated that no work had been done on the customized audits, despite having access to my website since XX/XX/XXXX. 

This is when I realized I had been defrauded so I took immediate action to protect myself as a consumer. 

I requested cancellation of the transaction and a refund of the {$7500.00} payment with XXXX XXXX and with American Express. 

Copy of Refund Request This is a copy of the letter that I sent to XXXX XXXX on XX/XX/XXXX. 
Hi XXXX, I have been a CEO for 30 years. I have been down this road before but I thought it would be different with you. I contracted with you in good faith. I paid for results and should not have to follow up with you. There was no plan provided for the audit. This is not a good fit. I have not received any information to start the audit as promised. Please cancel this transaction and refund the {$7500.00} charge. I wish you continued success. Respectfully In spite of this clear evidence directly from XXXX XXXX that no customized audit information had been provided when I requested cancellation of the transaction, American Express denied my claim based on a false statement from XXXX XXXX that he had undergone an arduous and lengthy audit process over the four days from our initial meeting on XX/XX/XXXX until my request for cancellation on XX/XX/XXXX. 

This statement that American Express has relied on is categorically false. 

XXXX XXXX clearly admitted in his response on XX/XX/XXXX that nothing had been done on the customized audits during the three days after I signed up. 

That is why I requested cancellation in writing. 

After I requested cancellation of the transaction, XXXX XXXX falsely claims to have sent a link with all of the five areas of customized audits that he agreed to provide. 

Once again, American Express has used this illogical and false information provided by XXXX XXXX to deny my claim. 

This is illogical and untrue for the following reasons : XXXX XXXX described the audit process as arduous and lengthy. 
XXXX. It has been established that no audit information had been provided because when I requested the update on the evening of XX/XX/XXXX, XXXX XXXX said, It was a lot to unpack. 
XXXXHowever, XXXX XXXX expects American Express XXXX believe that he performed this arduous and lengthy audit task on the next morning on XX/XX/XXXX after I requested the cancellation of the transaction. 

The level of intentional deceit is clear. I did receive links from from XXXX XXXX before and after I requested cancellation of the transaction but XXXX XXXX did not provide the five customized audits that he promised, I was tricked and deceived by XXXX XXXX. 

As the consumer, I contracted in good faith, followed all instructions, and paid for promised services. 

XXXX XXXX intentionally defrauded me and deceived me. XXXX XXXX only told me what I wanted to hear in order to close the sale. XXXX XXXX defrauded me by accepting my payment for five customized audit services that he did not provide and American Express should protect me as a consumer by permanently crediting my account. 

Cancellation of Transaction Request This is the letter I sent on XX/XX/XXXX once XXXX XXXX confirmed that nothing had been done on the customized audits. 

Hi XXXX XXXX, I have been a CEO for 30 years. 
I have been down this road before but I thought it would be different with you. 
I contracted with you in good faith. 
I paid for results and I should not have to follow up with you. 
Of course there is a lot to unpack because there was no plan provided for the audit. 
This is obviously not a good fit for either of us. 
I value your time and my time. 
Unfortunately, I have not received any information to start or execute the audit as agreed. 
Please cancel this transaction and refund the {$7500.00} charge. 
I wish you continued success. 
Respectfully XXXX XXXX business practice involves accepting money for services he can not deliver, as evidenced by his quote, ( see upload ) " Sometimes you have to Jump and Build the Parachute on the Way Down. In his course, he teaches others to apologize and refund money if services can't be delivered, but XXXX XXXX refused to take responsibility and provide a refund to me. 

This is a direct quote from XXXX XXXX. 
a. Sometimes you have to Jump and Build the Parachute on the Way Down XXXX Whats the Worse that can happen in your business if you dont get the parachute built? If its Not Ready, maybe you have to apologize, give them a few extra week or refund the money that you would have never had in the first place XXXX I can live with that if Im gon na get a few extra clients XXXX. Its not a big deal. Maybe you have to get on the phone and say, youre right XXXX I launched before it was ready XXXX. You were a guinea pig XXXX. Let me give me your money back and a sincere apology XXXX XXXX clearly and intentionally made false claims and treated me like a guinea pig. 
. 
I am very thankful that I was astute enough to take screenshots of what I was promised and what I paid for during the presentation because XXXX XXXX did not provide a copy of the presentation. 

Also, once I disputed the claim, XXXX XXXX canceled access to the audio recordings in order to cover up his fraud. 

No consumer should be treated this way. Moreover, I am very disappointed that American Express will not do the right thing and permanently credit my account. 

Moreover, American Express has also changed and shortened the due date of my XX/XX/XXXX payment. 

The Consumer Finance Protection Bureaus decision is crucial to protect me and other consumers from such deceitful practices. I am a very small hometown business and we work very hard to serve our customers. 

I pray the CFPB can equalize the playing field so small businesses and consumers are not run over by powerful companies like American Express and XXXX. 
I represent millions of innocent consumers, CEOs, small business owners, real estate professionals, mortgage professionals, and consultants. 
I have been working with contracts over 30 years I relied on the written documentation provided by XXXX XXXX XXXX I followed the written instructions provided by XXXX XXXX If you do not provide this relief, then all consumers are at risk and consumers should not trust any vendor. This will hurt the honest companies who work hard to serve their customers with honesty and integrity. 

I sincerely appreciate the Consumer Finance Protection Bureau for reviewing my claim and for advocating on my behalf. 

Respectfully, Appendix A Completed onboarding Email with specific instructions to contact them if there are any problems with onboarding. No information or instructions regarding the customized audits is provided and no information on the customized audits was included in the link provided

Company response to consumer: Closed with explanation