Consumer complaint received 2026-05-13 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: WA

Complaint narrative:
I am filing this complaint against American Express for repeated failure to properly investigate chargeback disputes against XXXX XXXX, despite clear documentary evidence that XXXX XXXX misrepresented the incident to American Express. DISPUTE DETAILS : Dispute 1 Ref. XXXX | {$2700.00} | Filed XX/XX/XXXX | Denied XX/XX/XXXX Dispute 2 Ref. XXXX | {$2600.00} | Filed XX/XX/XXXX | Denied XX/XX/XXXX Reopened XX/XX/XXXX after new evidence provided Final denial received XX/XX/XXXX charge {$2900.00} rebilled to account WHAT HAPPENED : On XX/XX/XXXXXXXX XXXX XXXX denied boarding to myself and my XXXX XXXX father on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX cited a XXXX XXXX XXXX requirement never disclosed on their booking platform at original purchase XX/XX/XXXX or at the flight date change XXXX XXXX XXXX XXXX XXXX XXXX own refund notices for both tickets state " Fare Used : {$0.00} '' formally acknowledging no service was provided yet applied a full cancellation fee retaining approximately {$6000.00} USD. HOW AMERICAN EXPRESS FAILED ME : XXXX XXXX told American Express this was a " no-show. '' This is provably false using XXXX XXXXXXXX XXXX own documents. XXXX XXXX XXXX email dated XX/XX/XXXX states in the same message : " boarding was denied due to document-related issues, specifically the absence of a XXXX XXXX '' AND " the booking has been categorized as a no-show. '' These are mutually exclusive. XXXX XXXX XXXX own printed e-ticket states : " IF YOU ARE DENIED BOARDING ... YOU MAY BE ENTITLED TO CERTAIN STANDARDS OF TREATMENT AND COMPENSATION UNDER THE AIR PASSENGER PROTECTION REGULATIONS. '' XXXX XXXX used a no-show classification with American Express to avoid that obligation. When I reopened both disputes on XX/XX/XXXX with this new evidence, American Express was solely : " ensuring valid documents and XXXX is the sole responsibility of the passenger. '' This response does not address Fare Used {$0.00} on XXXX XXXXXXXX XXXX own refund documents. It does not address their own email admitting denied boarding. It does not address the compensation clause on their own ticket. American Express accepted this generic non-responsive reply and denied me a third time. Both disputes were resolved in 8 and 14 days respectively extremely fast for disputes totaling over {$5400.00} suggesting American Express accepted XXXX XXXXXXXX XXXX submission without adequate investigation. The dispute open on XX/XX/XXXX was in fact close in hours without proper investigation or follow-ups. FINANCIAL IMPACT : {$5400.00} wrongfully retained by XXXX XXXX for XXXX service rendered. I was also forced to purchase emergency XXXX XXXX XXXX replacement tickets for {$7000.00} at XXXXXXXX XXXX the same morning the only available option while my mother XXXX XXXX 12 days earlier and my XXXX XXXX waited in XXXX. American Express 's acceptance of XXXXXXXX XXXX XXXX false submission has left me with no financial remedy for over {$12000.00} in total damages. I have filed a formal complaint with the U.S. Department of Transportation and a small claims case in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. WHAT I AM REQUESTING : 1. American Express to properly investigate XXXX XXXXXXXX XXXX contradictory evidence 2. Reversal of both disputed charges totaling {$5400.00} 3. CFPB review of American Express 's dispute handling process in this case

Company response to consumer: Closed with explanation