Consumer complaint received 2026-05-14 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:
To : Consumer Financial Protection Bureau Re : Supplemental Complaint Regarding Incomplete and Evasive American Express Response Prior CFPB Reference No. : XXXX American Express Reference No. : XXXX Accounts Ending : XXXX, XXXX, and XXXX Dispute / Fraud References : XXXX and XXXX SUPPLEMENTAL CFPB COMPLAINT AGAINST AMERICAN EXPRESS FOR FAILURE TO ADDRESS MATERIAL DISPUTED TRANSACTIONS, FOREIGN TRANSACTION BATCHES, FRAUD CLAIMS, AUTOPAY RECORDS, ACCOUNT ACCESS RECORDS, AND INVESTIGATION EVIDENCE To the Consumer Financial Protection Bureau : I am submitting this supplemental complaint because American Expresss XX/XX/XXXX response to my CFPB complaint is incomplete, evasive, and does not answer the central allegations raised. AMEXs response provides conclusions but fails to provide the underlying records, transaction-level explanations, fraud-investigation evidence, account-access records, AutoPay authorization proof, cancellation records, foreign-transaction analysis, or dispute files necessary to verify its statements. AMEX acknowledged that its response concerned accounts ending in 81001, 82006, and 94004, under CFPB Ref. No. XXXX and AMEX Ref . GC-01803H8. However, the response failed to address multiple core issues. I. AMEX FAILED TO SUBSTANTIVELY ADDRESS THE {$25000.00} XXXX XXXX XXXX DISPUTE The records show a disputed transaction for : {$25000.00} XXXX XXXX XXXX Ref. No. XXXX Resolution Date : XX/XX/XXXX. AMEXs dispute screen states : Based on the information youve provided, were unable to open this dispute, and claims AMEX can not investigate because of the age of the questioned charge. AMEXs CFPB response does not specifically address this transaction. It does not identify the transaction date, posting date, authorization method, merchant documentation, card number used, account involved, or whether the charge was treated as a fraud/unauthorized-use claim rather than a standard merchant billing dispute. This is a material omission. AMEX can not avoid a fraud or unauthorized-use allegation merely by stating that an ordinary dispute window expired, especially where AMEX separately treated the matter as a fraud investigation. I request that CFPB require AMEX to produce : The full transaction record for the {$25000.00} XXXX XXXX XXXX charge ; The transaction date, posting date, authorization date, and approval code ; The account and card number used ; Whether the charge was card-present, chip, swipe, tap, manually keyed, online, or card-not-present ; Merchant receipts, invoices, order records, contracts, or supporting documents ; Chargeback, representment, dispute, and denial records ; All fraud-analysis notes regarding this charge ; The legal and factual basis for refusing to open or investigate the dispute. II. AMEX FAILED TO ADDRESS THE BATCHES OF FOREIGN TRANSACTIONS IN XXXX XXXX XXXX XXXX XXXX AMEXs response does not address the broader batches of foreign transactions associated with the XXXX XXXX and XXXX, XXXX. The {$25000.00} XXXX XXXX XXXX charge is one documented XXXX transaction, but AMEX did not identify, itemize, explain, or analyze any foreign transaction batch. AMEXs XX/XX/XXXX response discusses AutoPay, account cancellation, the {$19000.00} / {$19000.00} issue, fraud review, account visibility, and credit reporting, but it does not provide a transaction-by-transaction review of XXXX XXXX XXXX XXXX XXXX AMEX failed to answer whether it reviewed : All XXXX charges ; All XXXX charges XXXX Whether charges were clustered in suspicious batches ; Whether the transactions were geographically impossible or inconsistent with normal activity ; Whether foreign-transaction alerts were triggered ; Whether the card was physically present ; Whether travel notices existed ; Whether AMEX contacted me before approving large foreign charges ; Whether the same card or account was used in different countries within suspicious time windows ; Whether any internal fraud-scoring, merchant-risk, or account-takeover indicators were triggered. I request that CFPB require AMEX to provide a full foreign-transaction batch analysis for all XXXX XXXX and XXXX transactions XXXX XX/XX/XXXX through XX/XX/XXXX, including merchant names, merchant categories, dates, amounts, authorization methods, card-present/card-not-present status, fraud alerts, travel notices, account-access records, and all dispute/fraud notes. XXXX. AMEX FAILED TO PROVIDE THE FRAUD INVESTIGATION FILE FOR XXXX AMEX Fraud Operations sent a letter dated XX/XX/XXXX stating that my inquiry was currently under investigation by our U.S. Fraud Department and requested that I complete an Identity Theft Declaration. The letter identified Dispute Reference Number XXXX. However, AMEX later claimed in its CFPB response that it did not have sufficient information to conduct a thorough fraud review and could not reverse transactions or past payments. AMEX did not provide : The fraud investigation file ; The fraud analyst notes ; The list of transactions reviewed ; The list of transactions excluded ; The documents AMEX claims were missing ; The account-access records reviewed ; The reason AMEX could not investigate using its own internal records ; The basis for changing or reissuing the card number ; The factual basis for denying reversal or relief. AMEXs position is contradictory. It opened or recognized a fraud investigation, but then refused to provide the investigation details and claimed insufficient information. AMEX should be required to explain precisely what it investigated, what it did not investigate, and why. IV. AMEX IMPROPERLY WITHHELD INVESTIGATION DETAILS AS PROPRIETARY AMEX states that it understands my request for details of the investigation, but that the specific details are proprietary and AMEX is unable to release such information. That answer is inadequate. AMEX may redact truly confidential fraud-detection formulas or security-sensitive scoring methods, but it should not withhold the factual basis for its conclusions. At minimum, AMEX should produce records sufficient to show : What accounts were searched ; What transactions were reviewed ; What evidence supported AMEXs conclusions ; What evidence was missing ; What date ranges were searched ; What account-access logs were reviewed ; Whether merchant documents were requested or received ; Why disputed transactions were denied or excluded ; Why AMEX concluded its handling was appropriate. AMEX can not simply label the entire investigation proprietary and avoid producing the evidence necessary to verify its decision. V. AMEX FAILED TO PRODUCE AUTOPAY AUTHORIZATION RECORDS AMEX states that the accounts were enrolled in AutoPay with your consent on XX/XX/XXXX and that AMEX processed a request on XX/XX/XXXX to unenroll account ending in XXXX from AutoPay. AMEX did not provide the actual AutoPay authorization record. It did not provide the authorization method, linked payment source, IP address, device information, phone recording, employee record, bank account information, or withdrawal history. I request that AMEX produce : The AutoPay enrollment record dated XX/XX/XXXX ; The exact method of enrollment ; The consent language ; The payment account used, with sensitive numbers redacted ; The name on the payment account ; The IP/device/session or call-recording evidence ; All AutoPay withdrawals from XX/XX/XXXX through XX/XX/XXXX ; The XX/XX/XXXX unenrollment record ; Any complaints, notes, reversals, or disputes tied to XXXX. VI. AMEX FAILED TO PROVE THE XX/XX/XXXX CANCELLATION CLAIM OR EXPLAIN POST-CANCELLATION ACTIVITY AMEX claims the XXXX XXXX XXXX account ending in XXXX was canceled on XX/XX/XXXX, allegedly per my request, and that this differs from the XX/XX/XXXX cancellation date referenced in my complaint. AMEX also acknowledges that the XXXX XXXX account ending in XXXX was used after XX/XX/XXXX and that account XXXX was also being used. AMEX did not provide proof of the alleged XX/XX/XXXX cancellation request. It did not provide a call recording, account note, written request, email metadata, or account-status chronology. AMEX also did not explain who used the account after the disputed cancellation date or why account activity continued. I request that AMEX produce : The alleged XX/XX/XXXX cancellation request ; All account notes regarding cancellation ; Any call recording or written communication supporting cancellation ; The email AMEX claims supports its cancellation position ; A complete account-status chronology from XX/XX/XXXX through XX/XX/XXXX ; All post-XXXX XXXX XXXXXXXX transactions on accounts XXXX and XXXX ; All card-number changes and replacement-card records ; All records showing who accessed, maintained, or used the accounts. VII. AMEX FAILED TO RECONCILE THE {$19000.00} / {$19000.00} CHARGE ISSUE ACROSS ALL ACCOUNTS AMEX says it could not locate a {$19000.00} charge and matching credit on account ending in XXXX. AMEX also says it could not locate a {$19000.00} charge on account ending in XXXX, but found a {$19000.00} XXXX XXXX XXXX automobile rental charge posted XX/XX/XXXX and credited XX/XX/XXXX. AMEXs response is incomplete because it does not state whether AMEX searched all accounts, including account ending in XXXX. It also does not state whether AMEX searched pending authorizations, reversed authorizations, merchant credits, internal ledger entries, adjusted balances, or chargeback records. I request that AMEX produce : A certification identifying all accounts searched ; All records for the {$19000.00} XXXX XXXX XXXX automobile rental charge ; The merchant receipt, authorization record, rental contract, and reversal record ; All transactions, authorizations, credits, reversals, or ledger entries between {$18000.00} and {$21000.00} on accounts XXXX, XXXX, and XXXX from XX/XX/XXXX through XX/XX/XXXX ; The reason the {$19000.00} charge posted and why it was reversed ; Whether this transaction was reviewed as part of the fraud claim. VIII. AMEX FAILED TO RESOLVE THE ONLINE ACCOUNT-VISIBILITY PROBLEM AMEX acknowledges that it is investigating my claim that the XXXX XXXX XXXX XXXX XXXX not shown online. This issue is directly relevant because AMEX relied on timing and account-age arguments to refuse investigation of disputed charges. If AMEXs own systems failed to show the account online, failed to display statements, or prevented me from seeing charges, AMEX should not be allowed to rely on delayed discovery or a 60-day deadline without resolving that issue first. I request that AMEX produce : The results of its online-visibility investigation ; Dates when the account was visible or not visible online ; Online-profile linking and unlinking logs ; Statement-access records ; Login records showing whether the account could be viewed ; Whether AMEX considered tolling or waiving dispute deadlines due to account visibility issues ; All internal notes explaining why the Business Blue Cash account was not visible. IX. AMEX FAILED TO PROVIDE A COMPLETE TRANSACTION LEDGER AND ACCOUNT HISTORY AMEX says it enclosed billing statements from XX/XX/XXXX through XX/XX/XXXX. However, AMEX did not provide a complete usable ledger in its response explaining all charges, payments, AutoPay withdrawals, credits, reversals, fees, interest, account-number changes, dispute references, fraud claims, and merchant credits. I request that AMEX provide a complete account-history production for accounts ending in XXXX, XXXX, and XXXX, including : Monthly statements from XX/XX/XXXX through XX/XX/XXXX ; A transaction ledger in spreadsheet format ; All payments and payment sources ; All AutoPay withdrawals ; All credits, refunds, reversals, and adjustments ; All fees and interest charges ; All disputes and dispute outcomes ; All fraud claims and fraud outcomes ; All account-number changes and card reissuance events ; All foreign transactions, including XXXX and XXXX transactions XXXX X. AMEX FAILED TO ADDRESS INTERNAL OR OUTSOURCED ACCOUNT ACCESS AMEX states that it reviewed relevant interactions and found they were handled appropriately. AMEX also states that it is a global company with colleagues located all over the world. This does not answer whether AMEX reviewed employee access logs, contractor access logs, overseas service-center access, account-note edits, account-maintenance events, card reissuance events, AutoPay changes, account visibility changes, or fraud flags. I request that AMEX produce records sufficient to show : All internal employee or contractor access to the account during the disputed period ; All account-maintenance events ; All account-note edits ; All card reissuance or card-number-change events ; All AutoPay maintenance events ; All fraud-flag creation or removal events ; All online-profile linking/unlinking events ; Whether any overseas or outsourced service center accessed or changed the accounts. XI. AMEX FAILED TO EXPLAIN WHY IT USED A 60-DAY DISPUTE DEADLINE FOR MATTERS ALSO TREATED AS FRAUD OR IDENTITY THEFT XXXX XXXX XXXXXXXX XXXX dispute screen says AMEX could not investigate based on the age of the questioned charge and refers to contacting AMEX within 60 days of receiving the billing statement. But AMEX separately sent a Fraud Operations letter stating that the inquiry was under investigation by its U.S. Fraud Department and requesting an Identity Theft Declaration. AMEX has not explained whether the issue was classified as : A billing dispute ; Unauthorized use ; Identity theft ; Account takeover ; Internal account manipulation ; Foreign transaction fraud ; Online-access failure ; A merchant dispute. This classification matters because the investigation obligations, required evidence, deadlines, and consumer rights can differ depending on the nature of the claim. AMEXs response fails to reconcile the conflicting treatment of the matter. XII. REQUESTED CFPB ACTION I respectfully request that CFPB require AMEX to provide a complete supplemental response and produce the records described above. Specifically, I request that CFPB require AMEX to : Fully address the {$25000.00} XXXX XXXX XXXX charge and dispute Ref. XXXX ; Produce a complete XXXX and XXXX foreign-transaction batch analysis XXXX Produce the fraud investigation file for XXXX ; Produce all AutoPay authorization and withdrawal records ; Produce all cancellation records and post-cancellation account activity records ; Produce account-access logs, employee/contractor access logs, card-number-change logs, and online-profile visibility logs ; Produce the complete transaction ledger for accounts ending in XXXX, XXXX, and XXXX ; Explain why AMEX refused to open the XXXX dispute under a 60-day rule while also treating the matter as fraud/identity theft ; Explain what evidence AMEX relied on to deny relief ; Identify each record AMEX refuses to produce and the specific reason for refusal XXXX Preserve all account records, fraud files, dispute files, call recordings, payment records, AutoPay records, access logs, and internal communications. XIII. PRESERVATION DEMAND AMEX is requested to preserve all records relating to this matter, including : Account statements ; Transaction ledgers ; Fraud investigation files ; Dispute files ; AutoPay records ; Payment-source records ; Internal account notes ; Call recordings ; Online login records ; IP/device/session records ; Employee and contractor access logs ; Account-maintenance logs ; Card-number-change records ; Merchant documentation ; Chargeback and representment records ; Billing-system records ; Credit-reporting records ; CFPB communications and response drafts ; XXXX transaction records ; XXXX transaction records. XIV. CONCLUSION AMEXs CFPB response is incomplete and does not provide the evidence necessary to verify its conclusions. AMEX failed to address the {$25000.00} XXXX XXXX XXXX charge, failed to analyze the XXXX and XXXX transaction batches, failed to produce the fraud investigation file, failed to provide AutoPay authorization proof, failed to prove the alleged cancellation date, failed to reconcile disputed large-dollar charges, failed to resolve the online account-visibility problem, and failed to provide account-access and internal handling records. I respectfully request that CFPB treat AMEXs response as incomplete and require a full supplemental response with documentary support. Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation