Consumer complaint received 2026-05-26 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: CT

Complaint narrative:
The attached statement ( with all attachments ) has already been provided to the credit card company involved ( AMEX. ) I have been trying to resolve this matter with them for over a YEAR. I have reported the unauthorized transaction as fraudulent not less than twice and attempted to dispute the charge not less than XXXX times- all without success. Every time I call them, they change the status of the charge and " investigate '' but always reach the same conclusion. While the attached document explains the entire matter thoroughly, with documentation, a brief synopsis is as follows : Several times a year, I rent cars from the XXXX corporation for leisure travel. I am enrolled in XXXX ' loyalty program and always make reservations in advance and pay them in full in advance via the XXXX cellphone app. I have done this many times before and since this incident. Over a year ago now ( XX/XX/year> ) I travelled to XXXX XXXX XXXX XXXX and had pre-booked and pre-paid for an XXXX car rental at the airport. The total amount of the rental was {$180.00} and I pre-paid that amount with my American Express card on XX/XX/year> when I made the reservation via the XXXX app. When I got to the airport to pick up the vehicle, an additional {$500.00} was charged to my American Express account without my knowledge or consent for a variety of services and insurances I did not ask for or authorize. I HAVE NEVER AUTHORIZED this {$500.00} charge. I am aware that car rental counter employees are incentivized to " upsell '' customers for additional services and insurances. As I always do I specifically DECLINED all of these services when I made the reservation and pre-paid it, in full, on XX/XX/XXXX nearly XXXX months before my trip. Even before I returned the vehicle when the " pending '' charge appeared on my American Express account, I contacted AMEX to report the charge as unauthorized. I was informed that until the charge was actually processed ( when I was due to return the vehicle on XX/XX/XXXX ) there was nothing I could do to dispute a " pending '' charge. When I returned the vehicle and the charge became officially posted to my AMEX account, I IMMEDIATELY ( on XX/XX/year> ) reported the charge to AMEX as unauthorized and fraudulent. AMEX issued me a new a credit card number as part of their fraud protocol and even overnighted me a new card. I thought the matter was resolved. The unauthorized charge returned to my account in XXXX of 2025. AMEX explained that because XXXX considered the charge legitimate so did they. This started aXX/XX/XXXXXX/XX/XXXX nightmare of dispute after dispute after dispute. The charge has been on and off my account AT LEAST XXXX times. Every time AMEX suspends it to investigate, it returns after XXXX insists I authorized the charges- which is both FALSE and impossible as I was no where near the XXXX location in XXXX XXXX when I allegedly signed the charge slip- with a squiggly line which is NOT my signature. ( See my attached documentation. ) In any event, the reason I am contacting CFPB is XXXX of fairness and principle. As I have been informed ( and feel free to correct me if I am wrong ) I can not be held responsible for charges I did NOT authorize. I have NEVER authorized these charges and I have said so both verbally and in writing to AMEX. As far as I am concerned, that should END the discussion right there. Frankly, I don't care who at XXXX or anywhere else claims I authorized the charges, I did not authorize this charge and I have insisted on this EVERY TIME since the BEFORE the charge even officially appeared on my account. I am at my wit 's end. Every time I call AMEX, they seem to understand. They seem quite reasonable. They confirm that I am not responsible for unauthorized charges. They assign me a case or dispute number - then investigate and return the charge to my account. It's maddening. I was informed yesterday that after ANOTHER " fraud '' investigation AMEX will be returning the unauthorized charge to my account. The email they sent me said : " Dear XXXX XXXX XXXX, We have investigated your recent claim for {$500.00}. Please be advised our previous decision stands. Therefore, you may consider this case closed. Thank you for the opportunity to assist you with this matter. If you have any further questions, please contact XXXX of our Service Representatives at the telephone number listed on your statement. Sincerely, XXXX XXXX XXXX XXXX '' Again, please find my last, best letter to AMEX with all attachments. It explains the entire incident in detail.

Company response to consumer: Closed with explanation