Consumer complaint received 2024-12-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: AMERICAN EXPRESS COMPANY
State: FL

Complaint narrative:
Subject : Formal Complaint Regarding Unauthorized Charge and Poor Customer Support Dear American Express Customer Service Team, I am writing to express my deep disappointment and frustration regarding an unresolved issue with a charge on my account and the poor customer service I have encountered in addressing it. 
Details of the Issue : On XX/XX/2024, I noticed a charge of {$590.00} from XXXX XXXX XXXX XXXX  on my American Express account. This charge was completely unauthorized and unexpected. I did use this service once last year, which was a one-time purchase, but I was dissatisfied with it. I was under the impression that this was not part of a membership or subscription, especially given the absence of any contract or agreement I signed for recurring charges. 
Additional Concerns with the Merchant : This merchant has repeatedly reached out to me through banners, direct emails, and social media messages. However, when it comes to customer support, it is impossible to speak with an actual person. Despite contacting them several times through their chat feature, I made it clear that I was no longer interested in their product or service.

When I purchased their service last year, I explicitly mentioned that I did not wish to extend my use beyond one year. At that time, they even offered me a 25 % discount to accept their one-year service, which I agreed to and have documented proof of. Furthermore, I reiterated multiple times this year that I was not interested in continuing with their service, nor did I use their service even once in the past year.

This is clearly a scheme designed to trap customers into paying for a service they no longer use or want, and it is alarming that American Express is aiding this merchant in collecting unauthorized payments from its customers.

Steps Taken to Resolve the Issue : XXXX. Dispute Initiation : On XX/XX/2024, I contacted American Express to dispute this charge. Unfortunately, the representative I spoke to was unhelpful and argumentative, despite my clear explanation that this charge was unauthorized. I emphasized that I did not consent to any membership, subscription, or automatic renewal. 
XXXX. Merchant Contact Attempt : The representative insisted that I contact the merchant directly. However, the contact information provided led me to a website ( www.ssprg.com ) that is entirely unhelpful and appears to be part of a fraudulent scheme. The phone number provided also leads nowhere, making it impossible to reach the merchant. 
XXXX. Follow-Up Call : When I followed up on XX/XX/2024, another representative informed me that the charge was deemed valid, and I was expected to accept this renewal for another year. They offered to block the merchant from charging me next year but refused to reverse the current charge of {$590.00}. 
Key Concerns : This charge was unauthorized, and no valid subscription agreement exists. 
The merchant appears to be running a fraudulent scheme, making it impossible for customers to reach them for cancellations or support. 
I have made it explicitly clear to the merchant several times that I am not interested in their product or service and have not used their service this year. 
American Express is failing to protect its customers by siding with such merchants, effectively enabling these schemes. 
Broader Implications : Rejecting legitimate disputes against such predatory merchants not only erodes customer trust but also contributes to the rise of fraudulent schemes. American Express has always positioned itself as a company that prioritizes customer protection and satisfaction. Unfortunately, my recent experience does not reflect these values. 
My Expectations : XXXX. I request an immediate reversal of the {$590.00} charge on my account. 
XXXX. I ask American Express to thoroughly investigate this merchant for fraudulent practices. 
XXXX. I urge American Express to improve training for its representatives to ensure they understand the importance of protecting customers from unauthorized charges and scams. 
American Express has a long-standing reputation for excellence, which is why this experience has been particularly shocking and disappointing. I hope that you will take my complaint seriously and act promptly to resolve this matter. 
Sincerely, SincerelyXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX American Express Account Number XXXX

Company response to consumer: Closed with monetary relief