Consumer complaint received 2025-09-17 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: FL

Complaint narrative:
To : Consumer Financial Protection Bureau ( CFPB ) Office of Consumer Response From : XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX XXXX Date : XX/XX/year> Subject : XXXX XXXX XXXX American Express XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Dear CFPB Representative, I am filing this complaint on behalf of XXXX XXXX XXXX XXXX XXXX XXXX, a licensed interstate moving broker, regarding the blatant and unfair treatment by American Express ( AMEX ) in handling a chargeback dispute filed by cardholder XXXX XXXX. 

Background of the Transaction Transaction Date : XX/XX/year> Amount : {$4500.00} Merchant : XXXX XXXX XXXX XXXX XXXX XXXX. 


Cardholder : XXXX XXXX Case Number : XXXX Dispute Reason : Services Not Received/ Partially Received The {$4500.00} charge was a non-refundable broker fee, fully disclosed and acknowledged in signed agreements, including the Binding Moving Estimate, Credit Card Authorization Form, and Job Acceptance Form. 

Services Rendered in Full On XX/XX/year>, XXXX XXXX assigned a licensed motor XXXX, XXXX XXXX XXXX XXXX XXXX XXXX ). 


On XX/XX/year>, the carrier picked up the customers household goods ( signed XXXX of XXXX ). 


On XX/XX/year>, the customer confirmed by email that she inspected her goods at the carriers warehouse. 


On XX/XX/year>, she signed a XXXX XXXX confirming full receipt of her shipment. 


At every stage, XXXX XXXX rendered its full brokerage services : assigning a carrier, securing dates, and coordinating the move. 

AMEXs Improper Denial Despite overwhelming evidenceincluding signed contracts and acknowledgmentsXXXX denied our dispute response and sided with the cardholder. Their denial is based on a handwritten XXXX available delivery date : XX/XX/year> notation on the carriers XXXX XXXX XXXX 
This single notation : Has no bearing on the broker fee or contract terms. 


Reflects only a standard first-available delivery window, not a guarantee. 


Is irrelevant given that the customer later altered delivery herself. 


By disregarding all signed agreements and focusing on an immaterial technicality, AMEX effectively sanctioned friendly fraudallowing a customer to keep both the brokers services and their money. 

Violation of AMEXs Own Policy AMEXs own Chargeback Manual states : A Card Members decision to alter, refuse, or accept only part of the goods or services does not make the Merchant liable when the Merchant was ready, willing, and able to fulfill the original agreement. 
XXXX XXXX was ready, willing, and able to perform. The cardholder voluntarily altered delivery. Yet AMEX still denied the merchants case. 

Harm and Requested Relief This mishandling by AMEX : Enables outright theft of services from a small business. 


Demonstrates a failure to apply evidence and policy fairly. 


Represents a blatant abuse of the chargeback process. 


We request that the CFPB : Investigate AMEXs dispute resolution practices in this case. 


Require AMEX to correct its denial and restore the {$4500.00} owed. 


Issue guidance to prevent card issuers from dismissing valid merchant evidence in favor of unsupported cardholder claims. 



Supporting Exhibits Exhibit A Bill of Lading ( Pickup XX/XX/year> & Delivery Acknowledgment XX/XX/year> ). 


Exhibit XXXX  Credit Card Authorization Form ( signed, non-refundable broker fee ). 


Exhibit XXXX XXXX XXXX XXXX ( acknowledges XXXX assignment ). 


Exhibit XXXX  Binding Moving XXXX ( non-refundable fee, broker disclosure ). 


Exhibit XXXX Customer email ( XX/XX/year> confirming goods in storage ). 


All exhibits prove the broker fee was fully earned and that AMEXs denial is unjustified. 

Conclusion This case is a clear example of a major credit card company ignoring signed contracts and enabling consumer abuse of the chargeback process. We respectfully request that the CFPB intervene to protect small businesses like ours from predatory and inconsistent chargeback handling. 
Thank you for your attention to this matter.

Company response to consumer: Closed with explanation