Consumer complaint received 2025-06-12 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:
I am filing a complaint regarding American Expresss handling of a dispute on my American Express XXXX XXXX ( Account ending in XXXX ) related to a hotel stay at XXXX XXXX XXXX in XXXX, XXXX. 

Summary of Transaction : Merchant : XXXX XXXX XXXX, XXXX, XXXX Dates of Stay XXXX XXXX XXXX XXXX Booking : XXXX Family Room + XXXX Standard Room Transaction Date : XX/XX/XXXXXXXX  Amount : {$4100.00} USD ( total charged on card ) Summary of Issue : The hotels website clearly advertised Air Conditioning as an included amenity in both the Family Room and Standard Room : Family Room : XXXX : XXXX XXXX XXXX : XXXX : XXXX Upon arrival, we discovered that the air conditioning was intentionally shut off for the entire building and would not be provided. I personally spoke with XXXX at the front desk, who informed us that the air conditioning would not be turned on until the end of XXXX due to local ordinance or policy, and we were instead offered fans for the rooms. 

I was traveling with XXXX  parents and XXXX  XXXX, and the lack of A/C made the rooms uninhabitable as advertised, particularly for vulnerable travelers. This is a clear case of false advertising and services not delivered as described, which is explicitly protected under the Truth in Lending Act ( TILA ), Regulation Z.

Payment was made under duress, as the hotel had made copies of our passports upon check-in, and we were not in a position to refuse payment or risk complications recovering our identification from local authorities. 

Actions Taken : I initiated a dispute with American Express in late XX/XX/XXXXXXXX  through their dispute resolution portal, clearly explaining the facts of the case and providing the hotel website links advertising air conditioning. 

American Express initially ruled in favor of the merchant. 

I requested escalation and spoke with multiple representatives, including a supervisor, by phone on XX/XX/XXXX. 

During this call, American Express refused to re-open the dispute, stating that I needed to have contacted the hotel in writing during my stay in order to be eligible for a refund. 
Why this is problematic : American Express is improperly applying a burden of proof that is inconsistent with TILA and Regulation Z. I am not required to have emailed the merchant during my stay to preserve my right to dispute a charge for services not delivered as described. The legal standard is whether the goods or services were delivered as described which they clearly were not in this case. 

Furthermore, American Express is ignoring the fact that : I was informed by hotel staff ( XXXX at the front desk ) that air conditioning was intentionally shut off and would not be provided. 
I have independently documented that A/C was prominently listed on the hotels website at the time of booking. 

Payment was made under duress because the hotel had copies of our passports. 
Additionally, I have followed up with the hotel since the stay to attempt to obtain further written confirmation of the conversation that took place during our stay. The facts are not in dispute this is a case of merchant misrepresentation and failure to deliver promised services. 

Additional concern : American Express is promoting strong dispute protection as a marketed feature of its XXXX XXXX program, which I have been a loyal member of for over 8 years. In this case, Amex is refusing to uphold those protections and is applying an internal standard of requiring " written contact with the merchant during the stay, '' which is not supported by Regulation Z and represents an unreasonable burden that would undermine consumer protection if allowed to stand.

Company response to consumer: Closed with monetary relief