Consumer complaint received 2026-05-01 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: AMERICAN EXPRESS COMPANY
State: FL

Complaint narrative:
( FULL COMPLAINT AND ALL RELATED DOCUMENTS ATTACHED ) WGY Experiences, Inc. ( WGY ) is a licensed luxury travel agency based in XXXX, Florida. This escalation complaint is filed jointly against American Express Company ( AmEx ) and XXXX, XXXX ( XXXX ) for their coordinated failure to properly investigate and reverse two fraudulent, bad-faith chargebacks totaling {$30000.00} USD for fully rendered, non-refundable travel services protected by executed XXXX credit card authorization forms bearing verified IP addresses and electronic signatures. On or about XX/XX/year>, XXXX spoke directly with XXXX, a member of XXXX consumer advocacy team, for approximately XXXX hour. XXXX representative explicitly confirmed that the final chargeback adjudication decisions in both matters the determinations to side with the cardholders were made by American Express as the issuing bank, not by XXXX. American Express made these determinations despite being presented with executed, legally binding XXXX authorization forms, vendor payment records, booking confirmations, and non-refundable contractual terms signed by both clients before any charges were processed. This complaint demands that American Express and XXXX jointly reopen, re-investigate, and reverse both chargebacks. XXXX further provides formal notice that absent satisfactory resolution, its next step is direct legal action against American Express for bad-faith chargeback adjudication under the Electronic Fund Transfer Act, UDAAP provisions of the Consumer Financial Protection Act, and Florida FDUTPA XXXX XXXX XXXX XXXX XXXX et seq. ). The XXXX family initiated a chargeback for {$23000.00} with American Express, falsely claiming non-receipt of services. Under federal law and AmExs own policies, this constitutes XXXX XXXX XXXX the deliberate misuse of the dispute system to recover payment for services actually received : XXXX authorization form bears verified XXXX address and electronic signature executed prior to ticketing expressly consenting to the charge. Authorization expressly acknowledges that all services are strictly non-refundable and that no monetary refund will be issued under any circumstances. International flight services were fully rendered and delivered as booked ; vendor payments were disbursed by WGY on behalf of the clients. The XXXX cardholders are related to XXXX XXXX their simultaneous chargeback filings constitute a coordinated pattern of first-party fraud. The claim of non-receipt is a deliberate misrepresentation made to American Express to circumvent a binding, signed contractual obligation in violation of the authorization terms. XXXX arranged and fully delivered travel services for XXXX XXXX totaling {$6900.00} USD. Prior to processing any charges, XXXX XXXX executed a XXXX Credit Card Authorization Form with verified electronic signature and IP address, expressly authorizing the charge to her American Express card and acknowledging that all services are strictly non-refundable and that only a credit memo, not a monetary refund, may be issued. Services were rendered in full and vendor payments were disbursed by XXXX before the chargeback. B The First-Party Chargeback Fraud XXXX XXXX initiated a chargeback for {$6900.00} through American Express , seeking monetary recovery for services received under a contract that expressly prohibited any monetary refund : XXXX authorization bears verified IP address and electronic signature executed prior to any charges expressly authorizing the charge and waiving all right to monetary refund. Signed authorization explicitly provides that the sole available remedy is a credit memo not a monetary refund, and expressly not a chargeback. Services were fully rendered and delivered as agreed ; vendor payments were disbursed by XXXX. XXXX XXXX is related to the XXXX family cardholders the coordinated simultaneous filings constitute deliberate first-party chargeback fraud. By initiating a chargeback, XXXX XXXX affirmatively misrepresented her contractual position to American Express and sought to circumvent binding terms she knowingly signed.

Company response to consumer: Closed with explanation