Consumer complaint received 2026-04-21 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: AR

Complaint narrative:
b'here is what i plan to post...should i update the XXXX day part or leave it as i recall it may or may not apply\n\nCFPB Complaint File at consumerfinance.gov/complaint\nCompany: American Express Product: Credit card Issue: Problem with a purchase shown on your statement Credit card company isn\'t resolving a dispute about a purchase on your statement\nComplaint narrative (paste this):\nOn XXXX XXXX XXXX I paid XXXX XXXX XXXX XXXX XXXX via my American Express card ending in XXXX The charge was for a coaching program that included a written guarantee of unlimited support until job placement, documented in both a pre-sale email from the company\'s sales representative and in the signed Client Services Agreement.\nThe pre-sale materials sent to me before I signed contained specific written income claims, including XXXX annual income" and XXXX XXXX XXXX XXXX XXXX" and named "Personalized Stacking Guidance" as a contracted deliverable. The company\'s disclaimer clause in the contract claiming I did not rely on earnings representations is directly contradicted by the company\'s own written pre-sale documents.XXXX XXXX ceased all operations and terminated all services on XXXX XXXX XXXX I was never placed in a job as guaranteed. The company did not offer refunds. When I attempted to access the service in XXXX XXXX, I received a bounce-back email confirming the company\'s contact address no longer existed (mailer-daemon failure, XXXX XXXX XXXX). This was my discovery date I had no knowledge the company had dissolved prior to this attempt.\nI filed a dispute with American Express, Reference Number XXXX The dispute has been closed multiple times on the basis that it was reported more than XXXX days after the statement date. American Express has not reviewed the merits of this case at any point.\nThe XXXX-day window applies to when a billing error is first discoverable. During the first XXXX days after my XXXX XXXX statement, services were actively being delivered and I had no basis to dispute. The merchant\'s failure to perform its contractual guarantee only became permanent and undeniable when it dissolved in XXXX XXXX. My discovery of the dissolution occurred XXXX XXXX XXXX. I contacted American Express approximately XXXX months after discovery a reasonable timeline for a consumer who was unaware of dispute window requirements.\nI have documentation supporting all claims: the pre-sale written income promises (XXXX XXXX XXXX XXXX sent XXXX XXXX XXXX), the salesperson\'s written guarantee email (XXXX XXXX XXXX), the signed XXXX contract with guarantee clause, the company\'s closure notification emails, my failed XXXX XXXX login attempt, the mailer-daemon bounce email confirming dissolution, and my outbound emails attempting to access the service. I also sent a formal written billing inquiry by certified mail to the American Express Billing Inquiries address (XXXX XXXX XXXX) on XXXX XXXX XXXX, Certified Mail tracking XXXX XXXX XXXX XXXX XXXX XXXX.\nAmerican Express has repeatedly closed this dispute under a policy rule without any investigation of documented written misrepresentation, breach of written guarantee, and services permanently not rendered due to merchant dissolution. I am requesting that the CFPB require American Express to conduct a full merits-based review of this case.\nDispute Reference: XXXX | Phone Case: XXXX | Amount: XXXX

Company response to consumer: Closed with explanation