Consumer complaint received 2025-10-31 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: WA

Complaint narrative:
On XX/XX/2025, a charge of {$2200.00} from XXXX XXXX posted to my American Express account. The order included XXXX XXXX coverage through the XXXX XXXX XXXX. After billing, XXXX automatically canceled the XXXX coverage but still charged the full {$2200.00} and delivered the devices. I contacted XXXX directly. After going back and forth in emails, XXXX agreed to issue a {$400.00} refund to price match the hardware against a promotional price that became available days after my order. However, they have not fulfilled the second part of my complaint : the XXXX insurance for three devices was canceled, and XXXX has admitted they can not reinstate it. I disputed the charge with Amex. Amex initially credited me but later reversed the credit after XXXX contested, relying only on proof of hardware delivery and tricking Amex to think the {$400.00} price match refund was compensation for XXXX insurance being cancelled, which is not true per my email conversation with XXXX XXXX executive support agent XXXX XXXX This ignored my evidence that part of the contracted service ( Care+ ) was removed after billing. I provided Amex with an email from a XXXX representative explicitly admitting : XXXX was automatically canceled by their system. I did not request to cancel this and keep the devices ( I would of returned to sender if I knew they wouldn't give me back my insurance that I agreed to have at checkout ) They can not reinstate the coverage. This shows the transaction was materially altered and that a contracted service was not delivered. The replacement cost of XXXX  coverage is {$370.00}, including my local sales tax, which I should not have to pay out of pocket for me to have insurance on my devices. I am requesting CFPB assistance to ensure Amex resolves this dispute fairly and provides a credit of {$370.00} agreed In the previous complaint Amex said the {$400.00} refund was NOT a price match refund, but I have video evidence 4 minutes long showing the price discrepancy and explaining whats happening and then how it adds up to {$400.00} in the video, which is what i sent to XXXX, which is then why they refunded that exact amount. Why else would they refund that amount specifically? To the penny as a " forgive us '' refund? No its because I called them out on their lie because they said the price difference was smaller on their side and refused to refund {$400.00} so I showed them the video which is when they did a XXXX and then price matched it. It was not a good will refund. They did do a good will refund which was {$75.00}, then said I had to contact their XXXX support to resolve the insurance being selectively cancelled by them to be reinstated. The executive support did this so the case looked close and they could stop responding to me and they left me to the side without fulfilling my order at checkout. They made it sound like it was all going to be solved which is why I accepted the delivery and refused the XXXX one, because if i accepted it and returned it i would pay a 5 % restocking fee as a penalty. So the option of " He could of returned or refused '' doesn't make sense when they were cooperating at the time till they had the minimum done to claim it was resolved on paper ie : XXXX Amex believing the {$400.00} price match refund was for " exceptional circumstances ''. It clearly wasn't and XXXX left with financial harm because XXXX. I payed {$150.00} for the XXXX XXXX membership in order to get the insurance for all devices which has a real world value, just because it says {$0.00} doesn't mean XXXX is handing out free insurance to everyone. Now because they removed it, I lost all that value and I'm out of that money. XXXX. I will have to repurchase insurance for all devices which adds up to that {$370.00} number i gave ( I corrected it from a higher number because I misread the price of insurance for XXXX of the devices if I manually repurchased it again ). 


The size of the video evidence is too large to upload to here Here is a link https : XXXX Try this link if the above doesn't work https : XXXX # XXXX Please reach out to me for the XXXX minute video showing how the {$400.00} refund was a price match if the link above doesn't work because it is smoking gun evidence that was recorded durring the time i was arguing with XXXX showing how it is a refund, which is why they changed their messaging and even agreed to do that amount. This shows that it was not compensation for everything including the insurance, and that the insurance was never compensated for ( per the emails too explaining it and Amex combining 2 different issues )

Company response to consumer: Closed with explanation