Consumer complaint received 2025-10-12 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: CA

Complaint narrative:
Re : American Express Unauthorized charges, suspected systems tampering, and failure to resolve billing errors Complainant : XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX/ XXXX XXXX XXXX XXXX XXXX Date XXXX XX/XX/XXXX Company complained about : American Express ( and American Express National Bank ) Card ( s ) : XXXX XXXX XXXX XXXX XXXX card ( Acct. ending XXXX XXXX XXXX XXXX XXXX ) and XXXX XXXX XXXX XXXX card ( for reference ) Point of contact at AMEX ( investigation ) : AMEX Fraud Department Agent XXXX, ID # XXXX ( call on or about XX/XX/XXXX ) Summary of the complaint I am reporting continued unauthorized charges and apparent back-office manipulation on my American Express XXXX XXXX XXXX XXXX XXXX account after it was paid in full as of the XX/XX/XXXX. I did not use this XXXX XXXX card after that date because I switched my spending to my XXXX XXXX XXXX XXXX card. Nevertheless, charges appeared on the XXXX XXXX account in XXXX, including a large, same-day refund and adjustment of {$19000.00} and a XX/XX/XXXX final XXXX XXXX XXXX XXXX absolutely did not occur before the card was unknowingly to me closed. I need AMEX to document who/what triggered that cancellation and when minimum-payment autopay was enabled on the account, neither of which I authorized or set. 

I believe AMEXs systems and/or account linkages were compromised or tampered with, and that some transactions were mis-attributed from my XXXX card to the XXXX XXXX account. I have evidence and am requesting a full investigation and correction. 

Timeline & facts XX/XX/XXXX XXXX XXXX account ( XXXX XXXX XXXX  ) paid in full. 

XXXX I stopped using the XXXX XXXX  card and used only my HXXXX XXXX XXXX XXXX card for purchases. 

After which point the account reflects transactions made through out XXXX and other destinations which I unequivically know were not legitimate. The account was also somehow switched to an autopay bank draw for the minimum payment amount, while racking up large interest fees without being shown on my online account for this entire time period. Only after I noticed this autopayment deduction from my bank did I submit a complaint with AMEX, and only then did XXXX XXXX Card account show up on my online account porfolio. ( specific statements available ) My XXXX XXXX account reflects multiple unexplainable charges including A {$19000.00} charge that shows a same-day refund followed by a back-office adjustment. 
When contacting AMEX about this they claimed I wasn't supposed to see that, and they were sorry. 

At this point I stopped using all my AMEX accounts, opened internal investigations seeking to solve this situation, and to calculate how much money had been missappropriated. 

A XX/XX/XXXX charge at XXXX XXXX which is a hardware store in XXXX that did not occur was the final transaction on the account before it was closed without my knowledge autorization or notice. 

The XXXX XXXX card status indicates cancellation in XX/XX/XXXX ; I did not initiate this and request AMEXs records of how, when, and by whom the cancellation occurred. 

XXXX issues I could not see the XXXX XXXX account online for an extended period and only recently gained access after AMEX began looking into these issues. 

XX/XX/XXXX I spoke with AMEX Fraud ( Agent XXXX, ID # XXXX ) and formally disputed all XXXX XXXX XXXX XXXXransactions. 

Legal issues and consumer rights implicated Truth in Lending Act / Fair Credit Billing Act ( FCBA ) and Regulation AMEX must investigate and correct billing errors and unauthorized use ; any related finance charges/fees must be removed during and after correction. They have failed to do so. 

I have been unable to adequately resolve these issues with AMEX, every time I call their fraud resolution department I am speaking with a different agent that has no authority or ability to actually solve these issues, while most of them are remote help desk agents in the located in the XXXX. 

Requests to the CFPB Please require American Express to : Recognize and treat as unauthorized every XXXX XXXX transaction after XX/XX/XXXX and reverse them, including all related interest and fees. 

Provide complete transaction-level data for the disputed items, including : Merchant IDs, processing/acquirer data, card-present/EMV flags, authorization logs, IP/device tokens XXXX and internal notes or adjustment codes so that the transactions validity can be reviewed. 

Produce the account-maintenance audit trail showing : Who/what canceled the XXXX XXXX card in XX/XX/XXXX, precise timestamps, contact channel ( phone/web/app ), and any associated verifications ; When and how minimum-payment autopay was enabled or altered ( IP/device, channel, user, and consent records ). 

Correct any credit reporting tied to the disputed balance/late payments and confirm corrections to all relevant CRAs in writing. 

Provide a written determination and full remediation within the regulatory time limits, including a clear explanation of findings regarding potential back-office/system tampering or mis-attribution between my XXXX and XXXX XXXX accounts. 


Additionally your system will not allow me to upload the files larger than XXXX which are associated with this complaint.. Please respond with a method to upload the documents of the accounts which are larger than XXXX

Company response to consumer: Closed with explanation