Consumer complaint received 2025-01-05 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: CA

Complaint narrative:
Subject : Formal Complaint Against American Express in regards to XXXX XXXX XXXX Dear Consumer Financial Protection Bureau, I am filing a formal complaint against American Express ( AmEx ) and merchant XXXX XXXX regarding a misrepresented rental property and AmExs negligent handling of my dispute. This issue has caused significant financial harm and emotional distress over the course of nearly two years and has placed me on the brink of bankruptcy. 

Timeline of Events 1. On XX/XX/year>, I was preapproved for a rental property with XXXX XXXX XXXX. I received an invoice with one option to Pay Now but was not presented with or required to agree to any terms and conditions prior to payment. 
XXXX. After entering the property on XX/XX/year>, I discovered it was misrepresented compared to the online listing. I promptly reversed the payment after reporting this misrepresentation. 
XXXX. The merchant later claimed I was shown terms and conditions on XX/XX/year>, at XXXX XXXX full day after the booking and payment had already been completed. This contradicts the timeline and proves the terms were never provided prior to booking. 
XXXX. AmEx sided with the merchant, repeatedly citing the disputed terms and conditions, despite clear evidence of timeline discrepancies. 

AmEx Negligence XXXX. I opened a chargeback on XX/XX/year>, citing property misrepresentation. AmEx initially credited my account but reversed their decision after accepting the merchants conflicting documentation. 
XXXX. Over the course of seven separate attempts, I provided extensive evidence ( text messages, timelines, and merchant-provided documents ) proving the misrepresentation and discrepancies. AmEx, however, refused to properly investigate or acknowledge the evidence.

Financial and Emotional Impact 1. Due to AmExs mishandling of this dispute, I was unable to pay the balances on my accounts, resulting in : Closure of both AmEx accounts.

Derogatory marks on my credit report, severely impacting my credit score.

A financial burden that has placed me on the brink of bankruptcy.

2. The emotional toll from nearly two years of stress, repeated disputes, and financial instability has been profound. 

Enclosed Supporting Evidence Timeline of events proving the booking occurred on XX/XX/year>. 
Text message correspondence with the merchant showing no terms and conditions were provided at the time of booking. 
Merchants own documentation, which inconsistently claims terms were provided on XX/XX/year>. 
AmEx communications dismissing my evidence and improperly siding with the merchant. 

I trust the CFPB will investigate this matter thoroughly and help facilitate a fair resolution. Please contact me at your earliest convenience if additional information or documentation is needed. 

Thank you for your attention to this matter Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation