Consumer complaint received 2024-08-07 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: UT

Complaint narrative:
Final Attempt Dispute Clarification and Resolution for XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX American Express XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX FL XXXXXXXX XXXX FL XXXX Dear American Express XXXX XXXX XXXX XXXX, I am writing on behalf of my client, XXXX XXXX, regarding several unresolved disputes on his American Express account ending in XXXX. Below are the updated details of each dispute : XXXX XXXX : XXXX XXXX received items from XXXX on XX/XX/XXXX. In XXXX, he discovered that the products were counterfeit after verifying the barcode and items through a third-party verification site. The dispute was subsequently ruled in favor of the merchant because AMEX informed XXXX XXXX that the merchant agreed to make an exception to their return policy, extending it to 90 days to accommodate XXXX XXXX 's situation as he was out of the country. XXXX provided a return label on XX/XX/XXXX, more than 30 days after the initial purchase. This action indicates that XXXX was indeed willing to cooperate and make an exception to their standard return policy, as they would not have sent the return label 38 days after the purchase if this exception were not valid. The items were returned by XXXX XXXX on XX/XX/XXXX and received by XXXX on XX/XX/XXXX. Despite this, AMEX closed the dispute multiple times after XXXX, claiming the return policy did not align with the merchant 's standard policy, ignoring the specific exception communicated by XXXX. Furthermore, our investigation revealed that AMEX failed to follow up with the merchant after XXXX XXXX reopened the dispute XXXX, which is inconsistent with AMEXs dispute resolution policy. 

Dispute XXXX : On XX/XX/year>, XXXX XXXX authorized payments of {$2500.00} on both his AMEX and XXXX XXXX XXXX. The charge to AMEX was initially credited but later rebilled, while the charge to XXXX was refunded. XXXX XXXX also paid {$5000.00} towards the principal of his loan with XXXX XXXX. This payment was later refunded by the XXXX through Amex. In addition, the merchant, without notifying XXXX XXXX, fraudulently entered a {$2500.00} charge on his AMEX card, which was subsequently refunded. According to our records, XXXX XXXX was charged a total of {$12000.00} and refunded {$10000.00}, leaving a balance of {$2500.00} still owed to him from the initial AMEX charge that was rebilled but never refunded. 

A detailed explanation and discovery of total credits and debits are included in the " XXXX XXXXXXXX XX/XX/XXXX XXXX XXXX '' document attached. 

By failing to properly investigate XXXX XXXX disputes and not contacting the merchant after receiving new information, AMEX may be in violation of the XXXX. This law is designed to protect consumers from inaccurate billing and ensure that disputes are handled thoroughly and fairly. We kindly ask that you re-evaluate these disputes with the provided evidence in this CFPB report and correct any errors. 

Please examine the enclosed documents thoroughly and contact XXXX to discuss and resolve these issues promptly. Failure to address these disputes adequately will leave us no choice but to pursue further legal action. 

Thank you for your prompt attention to this matter. 

Sincerely, XXXX XXXX XXXX, XXXX. 
XXXX XXXX XXXX, XXXX at XXXX

Company response to consumer: Closed with explanation