Consumer complaint received 2025-12-18 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: NC

Complaint narrative:
Complaint Narrative I am filing this complaint regarding American Expresss failure to comply with its obligations under the Fair Credit Billing Act and Regulation Z in the handling of billing disputes and the issuance of credits for invalid charges. 
I disputed XXXX charges that were installments of a larger transaction for services that were not provided as promised. I submitted documentation supporting my claim, including a written rebuttal to the merchants response with screenshots showing what actually occurred. The merchant did not submit evidence that negated my claim. American Express credited XXXX installment but denied the other, which further indicates that the dispute handling was not based on a consistent or reasonable evaluation of the evidence.

American Express later refused to reopen the dispute, despite previously stating in writing that the investigation could be reopened if additional documentation indicating a potential change in outcome was provided. I submitted additional documentation and contacted American Express within that timeframe.

On subsequent recorded calls, American Express representatives made statements indicating that dispute outcomes were predetermined and that customer-submitted documentation would not be meaningfully reviewed. On

one recorded call, a representative stated that American Express didnt really look into many disputes, especially the small ones, which were described as transactions of {$25.00} or less, explaining that such disputes are written off because when a customer files a claim, the bank costs {$25.00} to investigate. When I asked whether I could re-upload documentation supporting my dispute, a representative stated there was no
point in submitting additional evidence. Representatives further stated that the dispute could not be reopened because it had been reopened too many times. However, this refusal was not based on a completed, evidence-based investigation. Instead, representatives stated that reopening the claim again would result in the same outcome regardless of any additional documentation.

During a recorded call, an American Express representative explicitly confirmed that even if American Express determined the charge was invalid, it would not issue a credit, explaining that American Express can not make the merchant pay.

This position directly contradicts Regulation Z, which requires an issuer to conduct a reasonable investigation and to credit the consumers account if a charge is found invalid, regardless of whether the merchant reimburses the issuer.

Contradictory Written Representations American Expresss refusal to reopen the dispute contradicts its own prior written communication, in which it stated : If you further question the charge and in case you have documentation indicating that a change in the outcome, please contact us within 30 days and we will be glad to reopen the investigation for you.

Despite submitting additional documentation and contacting American Express within this timeframe, representatives later stated that the claim could not be reopened and that the outcome would not change regardless of evidence. These contradictory statements demonstrate a failure to conduct a reasonable investigation and raise concerns regarding deceptive or unfair practices.

Systemic Compliance Concerns This issue appears to be systemic rather than isolated. On multiple occasions, American Express representatives provided statements that contradict federal law, including : That small-dollar disputes are not meaningfully reviewed because investigation costs exceed the transaction amount ; That a consumer refund depends on whether the merchant reimburses American Express ; and That dispute outcomes are predetermined and would not change even with additional evidence.

These statements indicate a failure to conduct reasonable investigations as required by Regulation Z and suggest internal policies or training that are non-compliant with federal consumer prot

ection law. Account Closure After Escalation My accounts were closed following a period of dispute activity related to the charges described above. After the accounts were closed, I contacted American Express to ask why the closures occurred. Initially, representatives stated they could not provide an explanation. On a subsequent recorded call, an American Express representative explained, in substance, that the accounts were closed due to the volume and nature of disputes I had filed, including what were described as small-dollar disputes, and referenced the cost to American Express of investigating such disputes. The accounts were therefore closed after dispute activity and discussions regarding dispute volume, and before I raised formal compliance concerns with American Express executive leadership. This sequence raises serious concerns regarding the treatment of good-faith dispute activity and whether account-closure decisions were influenced by cost-based or non-compliant dispute handling practices.

Company response to consumer: Closed with explanation