Consumer complaint received 2023-05-26 00:00:00
Product: Credit card or prepaid 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: FL

Complaint narrative:
Subject : Complaint Against American Express for Failure to Protect Consumer Rights Dear Sir/Madam, I am writing to file a formal complaint against American Express regarding their handling of multiple disputes I filed in XXXX XXXX XXXX. I am deeply disappointed with the manner in which American Express has disregarded my consumer rights and failed to assist me in recovering funds that were fraudulently obtained from me. 

In XX/XX/2019, I promptly reported several charges made by a fraudulent company to American Express, explaining the situation and seeking their assistance in recovering my funds. I provided substantial evidence to support my claims, including emails from the company admitting their fraudulent activities, text messages, incomplete credit card refund receipts issued by the merchant acknowledging refunds were due, and highlighted messages in which the merchant himself instructed me to initiate chargebacks to reclaim my funds. Furthermore, I even presented evidence of the merchant 's threats to sell the purchased items to others in order to coerce me into sending additional money. 

Despite my efforts and the abundance of evidence provided, American Express neglected to conduct a thorough investigation into the matter. Instead, they chose to violate my consumer rights by shifting the focus onto me, an esteemed customer who has spent over {$10.00} XXXX using their cards over the past few years, without ever having encountered a single incident. Regrettably, American Express deemed me as the " bad guy '' in this situation and prematurely closed the cases against me, thereby allowing the fraudster to continue their illicit activities unhindered. 

When I reached out to American Express to understand why the merchant consistently won these cases, their response was disheartening. They simply stated that they could not judge the merit of the case. Meanwhile, they permitted the merchant to employ outdated tracking numbers that did not align with the purchase dates. Furthermore, the same tracking numbers were utilized for multiple cases with varying dates, and the merchant even provided tracking information indicating that a mere XXXX package was shipped, despite the corresponding invoices clearly indicating the purchase of items exceeding XXXX pounds or more. Regardless of the numerous instances in which I pointed out these obvious manipulations by the merchant, American Express chose to persistently disregard my rights and neglected to protect me, their valued customer. 

In the face of American Express ' refusal to address these grievances through chargebacks, I followed their advice and pursued litigation to resolve the matter. In a federal court, I successfully proved that I never received the purchased items, and a seven-member jury found the scammers guilty of breach of contract for their failure to deliver the merchandise. Additionally, they were convicted of fraud. Armed with this conclusive evidence, I returned to American Express with the court 's verdict and requested that they reopen the chargebacks. However, once again, American Express chose to violate my rights by refusing to honor my claims. 

Therefore, I demand that American Express reopen my chargebacks immediately and, this time, acknowledge and honor the jury 's verdict. It is only just and fair that American Express rectifies their previous disregard for my consumer rights and acts in accordance with the evidence and legal findings presented in a federal court. 

I kindly request that the Consumer Financial Protection Bureau conducts a thorough investigation into this matter, holding American Express accountable for their negligent and unjust treatment of consumers. I trust that your agency will take appropriate action to ensure that such disregard for consumer rights does not recur in the future. 

I have enclosed copies of relevant documents and evidence supporting my claims. Please do not hesitate to contact me should you require any further information or clarification. 

Thank you for your attention to this matter. I look forward to a prompt resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation