Consumer complaint received 2026-04-11 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: MA

Complaint narrative:
On XX/XX/XXXX, I departed XXXXXXXX XXXX traveling to XXXX XXXX, XXXX XXXX with a connection through XXXX. I arrived at XXXX XXXX XXXX XXXX at approximately XXXX PM local time on XX/XX/XXXX. After exiting the airport, I was approached by a driver offering a taxi ride through XXXX XXXX XXXX XXXX to my hotel, XXXX XXXX ( voucher attached confirming my reservation for that evening ). We agreed on a fare of {$15.00} USD. The distance between the XXXX XXXX XXXX XXXX and XXXX XXXX is XXXX miles. Upon arrival at the hotel, the driver used his phone to convert {$15.00} USD to XXXX XXXX rand, showing an approximate value of XXXX ZAR. However, he did not display the amount entered into his payment terminal. I initially attempted to pay with a XXXXXXXX XXXX card, but the transaction was declined. I then tried my American Express card, which was also declined. I offered to pay the agreed {$15.00} USD in cash, but the driver instead produced a different payment device. I signed for the transaction, which was processed, but I was not shown the amount entered. When I requested a receipt, the driver stated that his machine could not print one. At the time, I was not concerned, as the agreed fare was below my companys receipt requirement. Shortly after checking into XXXX XXXX, I received a fraud alert from XXXX ( attached ) for the same transaction amount currently in dispute with American Express. Notably, the timestamp on the alert confirms how soon this occurred after my arrival. I immediately contacted American Express on XX/XX/XXXX ( see attached XXXX records ) and reported the transaction as fraudulent after seeing a pending charge of {$1700.00}. I was informed, on a recorded line, that no action could be taken while the charge was still pending, and I was advised to dispute it once it posted. This entire sequencefrom arrival to reporting the fraudoccurred within approximately XXXX hours of entering XXXX XXXX. When the charge posted several days later, I formally filed a dispute with American Express. Despite my immediate notification at the time of the incident, the dispute was later denied. In response to my dispute, the merchant ( Touch Souls ) produced a fabricated invoice claiming that I had taken an exclusive multi-day tour of the Winelands, gardens, XXXX XXXX, and game reserves. Publicly available information indicates such a tour would require approximately XXXX days to complete. My documented travel schedule ( attached ) clearly demonstrates that this was not possible. My flight arrived at XXXX PM, and after clearing immigration, traveling approximately XXXX km to my hotel, and completing check-in, it was approximately XXXX PM local time. Within XXXX hours of arrival, I had already contacted American Express regarding the fraudulent charge. On XX/XX/XXXX, I checked out of XXXX XXXX and met colleagues to travel to XXXX XXXX XXXX XXXX XXXX XXXX in XXXX, approximately XXXX km from XXXX XXXX, where I attended scheduled business meetings through XX/XX/XXXX. Supporting documentation confirms my presence in XXXX for the remainder of my trip. For your review, I have attached the following supporting documentation : - XXXX flight itinerary and FlightAware records- XXXX XXXX XXXX ( XX/XX/XXXX ) - XXXX fraud alert ( with timestamp ) - XXXX phone records showing my call to XXXX XXXX XXXX XXXX documentation confirming transfer to Langebaan - Meeting agenda confirming business attendance - Email correspondence confirming itinerary and distances - American Express denial letter and the fabricated invoice provided by the merchant I have requested that American Express investigate this fraud on XXXX separate occasions, and each time my claim has been denied. The sole justification provided has been the existence of the merchants fabricated invoice, despite the substantial evidence I have submitted. I am now submitting this complaint to the CFPB. I am willing to pay the agreed {$15.00} USD taxi fare from XXXX XXXX XXXX XXXX to XXXX XXXX ; however, the remaining balance should be refunded. I believe American Express has failed to properly investigate this matter, despite my immediate reporting of the fraud. I further believe they are holding me responsible because recovery from the merchant may be unlikely, not because the charge is valid. In doing so, I believe they are acting inconsistently with their obligations under the cardholder agreement. Thank you for your time and consideration.

Company response to consumer: Closed with explanation