Consumer complaint received 2026-04-06 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:
Youre on the CFPB feedback page ( What happened? ) where you respond to the companys explanation. Your goal here is to directly challenge American Expresss statement that you participated in the transaction. Here is a strong, aggressive version you can paste into that box : Consumer Response to American Express Explanation American Expresss response fails to address the central issue in this complaint and provides no evidence supporting their conclusion that I supposedly participated in the transaction with the merchant. The disputed charge is for {$6500.00} from XXXX dated XX/XX/XXXX. I discovered this unauthorized charge on XX/XX/XXXXXXXX while reviewing my account and immediately reported it to American Express as fraud. I also filed a police report with the XXXX XXXX Police Department documenting the fraudulent use of my credit card, which confirms that the transaction appears fraudulent based on the documentation provided. Despite this, American Express reversed the provisional credit and claimed that I participated in the transaction. However, in their response to the CFPB they have not provided a single piece of evidence to support this claim. American Express has not produced : XXXX XXXXXXXX booking confirmation The name of the passenger or individual associated with the travel reservation The travel itinerary or ticket information The email address used to place the booking The IP address or device used to complete the purchase Address verification or authentication results from the transaction If American Express truly believes that I participated in this transaction, they should be able to provide the documentation above. Instead, their response merely repeats their previous conclusion without explaining how they reached that conclusion. Under the Fair Credit Billing Act, creditors are required to conduct a reasonable investigation into disputed transactions. Simply asserting that the cardmember authorized the charge without providing any supporting evidence does not constitute a reasonable investigation. Additionally, shortly after I reported this fraud, American Express closed my accounts and accused me of not exercising my dispute rights in good faith. Closing a consumers account after they report fraud, while simultaneously refusing to provide evidence supporting the denial of the fraud claim, raises serious concerns about the adequacy and fairness of their investigation. I respectfully request that the CFPB require American Express to : 1. Provide the evidence they relied upon to conclude that I authorized this transaction 2. Reopen the fraud investigation into the {$6500.00} XXXXXXXX charge 3. Remove the unauthorized charge from my account 4. Correct any negative account actions taken as a result of reporting this fraud Until American Express provides actual documentation demonstrating that I authorized this purchase, their claim that I participated in the transaction remains unsupported and unsubstantiated.

Company response to consumer: Closed with explanation