Consumer complaint received 2026-04-13 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: GA

Complaint narrative:
Formal Dispute Clarification Fraudulent Misrepresentation, Counterfeit Goods, and Request for Final Resolution I respectfully submit this comprehensive statement to clarify the true nature of my dispute and to present the complete context of the financial loss incurred as a result of transactions with XXXX. At the outset, I would like to clearly and unequivocally state that this is NOT a delivery-related dispute. I fully acknowledge that the goods were delivered. The merchants repeated reliance on delivery confirmation is misleading and does not address the actual issue under dispute. I am a reseller operating a legitimate business and using a business credit card strictly for commercial purchasing. The merchandise in question was sourced from XXXX in good faith, based on the merchants representations, where the products were explicitly described as 100 % original, and the seller presented itself as a wholesaler/distributor of genuine goods. However, subsequent evidence and XXXXparty verification clearly demonstrate that these representations were false and misleading. When the merchandise was supplied to XXXX under the Fulfillment by XXXX ( XXXX ) program, the products were subjected to authenticity review. XXXX identified serious concerns and flagged the items as non-genuine / counterfeit ( XXXX copies ). As a result, the inventory was removed and ultimately destroyed in accordance with XXXX policies. This constitutes independent XXXX-party validation that the goods supplied were not authentic. Furthermore, additional evidence strongly supports the conclusion that this merchant is engaged in unauthorized and deceptive practices : * XXXXXXXX XXXX are officially published within the United States and distributed globally through authorized channels. * The shipping label evidence provided by the merchant shows that the goods originated from XXXX, which is inconsistent with official XXXXXXXX XXXX XXXX XXXX practices. This strongly indicates unauthorized reproduction or printing. * The brand owner itself XXXX XXXX XXXX XXXX ( XXXX ) has confirmed that this merchant is NOT an authorized seller. This is the most authoritative and decisive verification in this case. I respectfully request that this be independently verified by directly contacting XXXX through their official contact channel : XXXX XXXX XXXX Additionally, it has been observed that the merchant has altered its website after disputes were initiated. Specifically : * The claim 100 % original has been removed * The terms and conditions have been modified Such actions strongly indicate an attempt to mislead customers and avoid accountability. I would also like to address the suggestion to return the merchandise. In this case, returning the goods was not possible. The inventory was sent to XXXX XXXX, and once flagged for authenticity concerns, it was removed and destroyed by XXXX. I no longer had possession or control over the goods. Therefore, return was not an available option. I would further like to clarify that any credits or adjustments issued by the merchant prior to the initiation of this dispute should not be considered as part of the resolution. These were routine business-related adjustments, such as minor corrections or tax-related adjustments, and are not connected to the present dispute. Financial Breakdown : * Total disputed transactions : {$39000.00} * XXXX permanently credited : {$8600.00} * Remaining amount under provisional credit ( subject to reversal ) : {$31000.00} It is important to note that any small credits issued by the merchant are negligible in comparison to the total loss and do not resolve the dispute in any meaningful way. While I acknowledge and appreciate the partial credit that has been issued, the majority of the disputed amount remains unresolved and at risk of reversal. This places me under continued financial exposure despite clear evidence of authenticity failure. I would also like to highlight that this case has been ongoing for a considerable period of time and remains unresolved. There have been multiple instances where credits were issued and later reversed based on the merchants responses. This pattern is concerning, particularly because the merchants responses consistently rely on delivery confirmation while ignoring the core issue of authenticity and misrepresentation. I would like to emphasize that I am not attributing fault to the bank. I understand that the bank must conduct a fair and balanced review. However, I respectfully request that greater weight be given to verified and independent evidence, rather than repetitive and incomplete merchant statements. Given the totality of evidence including independent third-party enforcement ( XXXX ) XXXX brand owner confirmation ( XXXX ) XXXX shipping origin discrepancies, website modifications, and the pattern of misleading responses this case clearly involves fraudulent misrepresentation and unauthorized distribution of goods. I respectfully request the following : XXXX. That this dispute be evaluated based on product authenticity and misrepresentation, not delivery status. XXXX. That the remaining provisional credits totaling {$31000.00} be made permanent. XXXX. That independent verification be conducted directly with XXXX to confirm the merchants unauthorized status. I acted entirely in good faith as a business purchaser. The losses I have incurred are substantial and include the cost of goods, destroyed inventory, and operational disruption caused by counterfeit merchandise. I respectfully request a fair, thorough, and final resolution based on verified facts and the complete context of this case.

Company response to consumer: Closed with monetary relief