Consumer complaint received 2026-05-14 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: PA

Complaint narrative:
STATEMENT OF COMPLAINT COMPLAINANT DATA : Business Entity : XXXX XXXX XXXX XXXXXXXX Principal Owner : XXXX XXXX Commercial Address : XXXX XXXX XXXX XXXX, XXXX, PA XXXX Corporate Phone : XXXX RESPONDENT FINANCIAL INSTITUTION : Institution Name : American Express National Bank Charter Address : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, UT XXXX XXXX & XXXX NUMBERS : XXXX XXXX XXXX : Business Platinum lines ending in XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX XXXX XXXX XXXX XXXX : {$150000.00} Primary Dispute Reference : XXXX ( Pending {$61000.00} ) Secondary Dispute References : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX OVERVIEW OF DISPUTE The Complainant, XXXX XXXX XXXX XXXX, through its Principal Owner, XXXX XXXX, files this emergency regulatory complaint against American Express National Bank for predatory dispute handling , material violations of billing error guidelines, and bad faith account servicing. 1. Systemic Automated Processing Error American Express Risk Operations has applied a automated restriction across our premium Business Platinum corporate portfolio, reapplying {$150000.00} in liability based on an unverified, erroneous system assumption that our firm engaged in " self-dealing '' or entity overlap with a wholesale vendorXXXX XXXX XXXX XXXX XXXX 2. Public Record Proof of Legal Separation The Complainant has provided American Express with the official corporate registration filings from the North Carolina Secretary of State for XXXX XXXX XXXX. These state records prove absolute separation of entities. Neither XXXX XXXX nor XXXX XXXX XXXX XXXX holds any legal, operational, financial, or structural ownership stake in XXXX XXXX XXXX. 3. Explicit Merchant Concession Actively Ignored For active Case Reference XXXX ( {$61000.00} ), the Complainant obtained explicit written confirmation from XXXX XXXX XXXX customer service. The merchant explicitly admits that their commercial shipment was lost in transit and that they never delivered our merchandise. Crucially, the merchant states they formally responded to American Express on XX/XX/year>, accepting 100 % liability and instructing American Express to issue our firm a full refund. 4. Bad Faith Servicing and Non-Compliance Despite the merchant officially conceding the dispute to the bank on XX/XX/XXXX, American Express frontline phone representatives actively refused to transfer our account to a corporate supervisor and stated on XX/XX/year>, that they would close the active dispute and instruct the cardmember to resolve the issue directly with the merchant. To hold a commercial client liable for an artificial balance when the vendor has already legally canceled the invoice and authorized a refund constitutes flagrant commercial bad faith and tortious operational interference. DESIRED RESOLUTION We request that the XXXX XXXX XXXX XXXX XXXX and the CFPB compel American Express National Bank to immediately assign a senior legal compliance officer to manually override the automated system, honor the merchant 's formal XX/XX/XXXX concession, reinstate our permanent billing credits, and cease all adverse collection activities during the pendency of this investigation.

Company response to consumer: Closed with non-monetary relief