Consumer complaint received 2026-06-01 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: TX

Complaint narrative:
I am filing this formal complaint against American Express for failing to conduct a reasonable, good faith investigation into a billing error, which violates my consumer rights under the Fair Credit Billing Act ( FCBA ), 15 U.S.C. Section 1666. 1. Nature of the Billing Error : The transaction involves a bait-and-switch scheme by the merchant, XXXX XXXX XXXX XXXX and XXXX XXXX The hotel front desk explicitly marketed and sold a " Tacos and Margaritas Night '' experience, promising unlimited tacos and margaritas for a fixed price of {$50.00} per person. Relying entirely on this verbal agreement, I made a reservation. Upon arrival at the restaurant on XX/XX/year>, we were seated and served appetizers before being handed a physical menu. This menu revealed the actual price was {$55.00} per person and explicitly stated that margaritas were excluded and sold separately. When we attempted to leave due to this clear misrepresentation, hotel staff informed us we would be charged a mandatory no-show fee. Because the property is in an isolated location and it was late, we were held to the reservation under financial duress. The goods delivered were not as described ; the food quality was entirely substandard, and the pricing structure completely contradicted the agreement made at the time of the transaction. The following morning, I made a good faith attempt to resolve the issue with local management, who refused to assist. 2. Failure of American Express to Investigate Under the FCBA : Under 15 U.S.C. Section 1666 ( b ) ( 3 ), a billing error includes any reflection on a statement of goods or services not delivered in accordance with the agreement made at the time of the transaction. I timely disputed the {$140.00} charge with American Express under the " goods or services not as described '' category. American Express closed its investigation and rebilled my account on XX/XX/year>, based solely on the merchant 's submission of a copy of the physical menu and a signed payment voucher. American Express concluded that my signature on the voucher constitutes voluntary acceptance of the charge. By relying exclusively on the merchant 's paper trail, American Express completely failed to investigate the core of my dispute : Failure to evaluate duress : American Express ignored evidence that the signature on the voucher was obtained under financial duress via the threat of a predatory hotel no-show fee. Failure to evaluate the timing of the contract : The binding agreement was formed at the front desk when the reservation was sold, not when the merchant modified the terms after seating us. Violation of 15 U.S.C. Section 1666 ( a ) ( B ) ( ii ) : The FCBA requires a creditor to conduct a meaningful investigation before determining a charge is correct. Rubber stamping a merchant 's standard paperwork while actively ignoring a consumer 's documentation of deceptive trade practices and forced compliance does not constitute a lawful, thorough investigation. 3. Remedy Requested : I request that the CFPB compel American Express to properly fulfill its regulatory obligations under the Fair Credit Billing Act. The documentation provided by the merchant merely confirms that a transaction occurred, which I have never denied. It does not validate the deceptive trade practices used to capture the transaction. I request a full reversal of the rebilled {$140.00} charge.

Company response to consumer: Closed with explanation