Consumer complaint received 2025-11-17 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: MA

Complaint narrative:
Complaint Against : American Express and XXXXXXXX XXXX XXXX XXXX Issue : Incorrect Billing / Services Not Provided Summary : American Express is holding me financially responsible for rental car charges after the vehicle was returned, despite acknowledging the car was returned earlier and despite clear evidence that the rental company lost track of the vehicle. 
XXXX  Full Complaint Text : I am filing a complaint because American Express is refusing to reverse fraudulent rental car charges from XXXXXXXX XXXX XXXX XXXX  even though American Express acknowledges the vehicle was returned on the correct date and that the merchant is at fault. 
I paid for my daughter to rent a car from XXXX XXXX XXXX XXXX. She returned the vehicle on XX/XX/XXXX, about which we have provided indisputable evidence : I have given American Express a XXXX  receipt showing that my daughter took a XXXX  from the car rental facility to her rental apartment on XX/XX/XXXX, the day she returned the car. 
I have given American Express XXXX own mileage statement showing the vehicle was only driven 39 milesthe roundtrip distance between her apartment and the rental facility along with a detour to a grocery store. 
I have given American Express a copy of a text message dated XX/XX/XXXX from my daughter to her mother stating that she had just returned the car. 
I have given American Express a copy of my email correspondence with XXXX XXXX a XXXX detailing my efforts to have them correct their error, which I now believe is intentional fraud on their part, especially after having viewed evidence of their fraudulent behavior toward other customers. 
There is no plausible way the vehicle could have been used by her after XX/XX/XXXX. 
XXXX has offered no evidence whatsoever that my daughter retained possession. 
XXXX incorrectly claims the return occurred on XX/XX/XXXX, solely because that is the date they scanned the car in. In other words, they misplaced the vehicle after it was returned. 
American Express has explicitly agreed with me that the car was in fact returned on XX/XX/XXXX. 
However, they are still insisting that I am financially responsible for the charges from XX/XX/XXXX to XX/XX/XXXX. 
American Express explained that they must follow the merchants policies even if those policies are dishonest. They acknowledged that XXXX lost track of the vehicle but still refuse to adjust the charges. 
This is a clear violation of consumer protection principles and of the Fair Credit Billing Act : I am being charged for services not provided.

The merchant failed to deliver the service after the return date. 
AMEX has performed no legitimate investigation beyond accepting the merchants selfserving return scan date. 
The issuer has improperly sided with the merchant despite acknowledging the consumers evidence is accurate. 
I am requesting : 1. A full reversal of all charges from XX/XX/XXXX through XX/XX/XXXX, the period in which my daughter did not have the vehicle and XXXX had possession of it. 
2. A review of American Expresss improper refusal to provide chargeback protection despite acknowledging the facts support the cardholder. 
3. Confirmation that the account will not be negatively affected due to these invalid charges.

XXXX XXXX XXXX XXXX has a long public record of similar complaints regarding fraudulent or extended billing practices. My situation fits a known pattern of this merchant mishandling returns and placing blame on renters. 
This dispute has been ongoing for too long, taking up hours of my time and causing me to lose hours of sleep. I am asking for CFPB assistance to compel American Express to follow the law and reverse charges for services that were not received. 
Thank you.

Company response to consumer: Closed with explanation