Consumer complaint received 2025-12-09 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: NY

Complaint narrative:
I am filing this complaint because American Express repeatedly denied my dispute over the course of the last few months for a XXXX stay, despite clear evidence that ( XXXX ) the service advertised was not provided, ( XXXX ) the merchant made false statements to American Express, and ( XXXX ) I had to leave the property for safety reasons after the host blocked my car and coerced me into returning the room key. XXXX stated they can not issue a refund unless the host agrees, giving the host an incentive to misrepresent the situation. On multiple calls, Amex representatives stated they would add notes for the reviewers, but the denials continued without acknowledging or referencing the evidence. 

Summary of what happened : I booked an accommodation ( XXXXXXXX XXXX XXXX XXXX XXXX  The listing explicitly states that WiFi is available in all areas and is free of charge. Immediately upon checking in at XXXX on XX/XX/XXXX, the WiFi did not reach my assigned room. I contacted the host ( screenshot provided ), and I requested to move across the hall to the only room where the WiFi signal actually worked. The host agreed, and I stayed there the first night. 

The next morning, XX/XX/XXXX, the host told me someone else had booked that room and that I had to return to my original room where WiFi does not work. When I refused ( because the original room did not meet the listings advertised amenities ), he threatened to call the police. As I attempted to leave for an event, the host blocked my car with his vehicle, refusing to allow me to leave until I returned the room key. I have video evidence, and I provided Amex with XXXX clearly showing the host blocking my car, me removing the key, me returning the key, and him moving his car only after I complied. 

After being coerced into giving up the room I was promised, I had no choice but to leave the property entirely and book new accommodation. I only stayed XXXX night, but the merchant charged me for all XXXX nights ( XX/XX/XXXX ). I am seeking a refund for the XXXX nights I did not stay ( {$200.00} of the total {$270.00} ). 

False statements from the merchant : In response to my dispute, the merchant provided American Express a PDF that included multiple false claims, including : - The guest arrived late at night ( I arrived at XXXX ; I provided Amex the hosts phone number and timestamps ). 
- The guest left before the host could register them ( also false ). 
- The guest was offered another room with a better signal and refused it. 
This is directly disproven by my text messages showing I requested the working WiFi room, the host agreed, and I stayed there before being forced out the next morning. 
- The problem was not the internet, but that the guest thought he booked an apartment. 
Not true ; my issue was simply the lack of WiFi in my original room despite the listing stating WiFi is available in all areas. 

The merchants claims contradict the written evidence I provided and appear to have been accepted by Amex without proper review. 

Evidence provided to Amex ( all ignored ) : - Text conversation with the host from the number on the voucher showing : XXXX. I reported the WiFi issue immediately XXXX. I personally requested the room with working WiFi - Screenshots from video showing : XXXX. Host blocking my car XXXX. Host on the phone with police XXXX. Me removing the key from my keychain XXXX. Me handing the key to the host XXXX. Host moving his car afterward XXXX. Photos confirming key return - The listing clearly stating WiFi available in all areas - A written timeline explaining the coercive conduct and the failure to provide contracted service Despite all of this, Amex repeatedly denied the dispute with the explanation that the merchant stated a room with WiFi was offered and you refused. This is objectively false and inconsistent with the text evidence I submitted. 

Why I am seeking CFPB intervention : American Express appears to have relied solely on the merchants false narrative, ignored the evidence I provided ( including proof of unsafe conduct by the host ), and repeatedly denied the dispute without meaningful review. This case is not about XXXX is about : - Service not provided as advertised - Merchant misrepresentation - Coercive and unsafe behavior by the host - Being forced to vacate and seek new lodging - False statements made to Amex in the chargeback process I am requesting CFPB assistance to ensure Amex performs a proper, good-faith review of the dispute ( Dispute Reference # XXXX, Card ending in XXXX ) and considers the complete evidence, including the merchants demonstrably false statements and the safety issue that forced me to leave. 

I am seeking a refund for the unused dates ( XX/XX/XXXX ), totaling {$200.00}, for services not rendered. 

Thank you for your help.

Company response to consumer: Closed with monetary relief