Consumer complaint received 2026-05-19 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: AL

Complaint narrative:
In XX/XX/XXXX, I paid {$9800.00} for an online business coaching program called XXXX XXXX XXXX ( XXXX ). The services were marketed as including ongoing 1:1 coaching, structured mentorship, sales coaching, feedback on submitted sales calls, business development support, and continued coaching until the client reached {$20000.00} in sales, so long as the client remained adherent to the program. I participated in the program from XX/XX/XXXX through approximately XX/XX/XXXX, attending coaching sessions, mastermind calls, submitting sales calls for review, and actively participating in the program. Over time, I became concerned that the services being delivered materially differed from what had been represented during enrollment and in the written agreement. Examples included delayed and generic feedback on submitted sales calls, inconsistent coaching direction, reduced access to support, and program materials that lacked the level of organization and professionalism represented during the sales process. The agreement also stated that 1:1 coaching would continue until the client reached {$20000.00} in sales if the client adhered to the program. Despite remaining active and adherent, support and access were later reduced and converted into paid upsell offers while the client had generated {$0.00} in sales. In XX/XX/XXXX, I sent a written demand requesting a refund based on these concerns. The merchant declined a full refund and offered a partial refund instead. I later filed a Small Claims action in XXXX XXXX, California. Multiple service attempts were made between XX/XX/XXXX and XX/XX/XXXX, including private process servers, XXXX XXXX Sheriff service attempts, and court-certified mail. Service attempts were repeatedly unsuccessful, and certified mail was returned unclaimed. I subsequently submitted a dispute to American Express. My concern was not that the transaction itself was unauthorized, but rather that the services materially differed from what was represented and contracted. However, the dispute was handled primarily as a fraud or unauthorized-use matter because I had provided my card information to the merchant. American Express informed me that because I had provided my card information and because of dispute timing concerns, the matter would not be reopened. My concern is that the dispute was evaluated almost entirely on the basis of authorization and timing rather than the underlying service-delivery issues and supporting documentation I submitted. I repeatedly explained that this was not a stolen-card or unauthorized-use claim. I requested that the matter be reviewed as a dispute involving substantial discrepancies between the services promised and the services actually delivered. I also requested escalation and reconsideration after providing supporting documentation, including the written agreement, communications, participation history, refund request communications, and evidence regarding the dispute timeline. I also raised concerns regarding inconsistent business identity information, contract provisions discouraging chargebacks or bank disputes, and difficulties identifying and serving the proper business entity. My concern is not only that the services materially differed from what was represented, but also that these supporting concerns were not meaningfully reviewed during the dispute process. I am submitting this complaint because I do not believe American Express meaningfully evaluated the substance of the service-related dispute before denying the claim and refusing further review. American Express refused any escalation or further review, stating the matter was closed and could not be reopened. I believe that the dispute may have been mis-categorized from the outset. I repeatedly explained that I was not alleging unauthorized use of my card, but rather disputing whether the contracted services were materially delivered as represented. Despite this distinction, the responses I received focused primarily on the fact that I had authorized the initial transaction and on dispute timing limitations associated with fraud or billing-error claims, rather than evaluating the substance of the underlying service-related dispute and supporting documentation.

Company response to consumer: Closed with explanation