Consumer complaint received 2025-12-02 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: CO

Complaint narrative:
I am filing this complaint because American Express has repeatedly mishandled a dispute for a {$2500.00} charge from a vendor called XXXX ( also known as XXXX ), despite overwhelming evidence that the merchant failed to deliver the services I paid for, revoked access during the dispute, and may be misrepresenting a partnership with XXXX University. 

American Express continues to overturn my dispute without properly reviewing the evidence I submitted, while accepting questionable documents from the merchant that appear designed solely to push the charge through. 

Summary of the Issue I purchased a XXXX XXXX XXXX course from XXXX. The program promised 16 live classes and XXXX instruction. Instead : The first class on XX/XX/XXXX was extremely poor quality. The instructor never appeared on camera and did not teach AI content. 

On XX/XX/XXXX and XXXX, the instructor did not show up at all. Students were requesting refunds in real time. No replacement classes were provided. 

I requested support and a refund. Instead of responding, the vendor revoked my course access entirely, even though my American Express dispute was still open. 

I contacted XXXX University directly. XXXX XXXX stated they do not recognize this course, raising concerns about possible misrepresentation of affiliation. 


I provided all of this evidence to American Express, including screenshots of no-show classes, revoked access, emails, and Purdues written XXXX. 

How American Express Mishandled the Dispute Despite my clear evidence : 1. Amex repeatedly overturned my dispute in favor of the merchant, even though services were not delivered. 


2. Amex appears to have relied on unverified documentation submitted by the merchant rather than my real evidence.

3. Amex did not address the fact that the vendor revoked access during the dispute something merchants are not allowed to do.

4. My evidence does not appear to have been read or considered in subsequent reversals.

5. The dispute process appears automated and outsourced, and I have been unable to get meaningful review by a U.S.-based team. 



Why XXXX  Seeking CFPB Assistance My complaint is not about XXXX being a financial product. 
My complaint is about American Express failing to comply with proper dispute resolution procedures for a credit card transaction something that falls directly under CFPB oversight. 

I am requesting that the CFPB require American Express to : 1. Re-open the dispute and conduct a proper internal review. 


2. Evaluate the evidence I provided, including proof of non-delivery and revoked access.

3. Investigate the merchants possible misrepresentation and improper dispute behavior.

4. Ensure I receive the protections I am entitled to under federal credit card billing laws. 



Additional Context I have been an American Express cardmember since 2007. 
Last year I spent over {$80000.00} on this card, and over {$52000.00} so far this year. 
Because of how this dispute has been handled, I have already reduced my spending and informed Amex I am considering closing my card entirely. 

I am seeking CFPB assistance to ensure that my dispute receives fair and lawful review. 

Desired Resolution : A full dispute re-investigation by American Express and a permanent reversal of the {$2500.00} charge due to non-delivery of services and improper merchant conduct.

Company response to consumer: Closed with monetary relief