Consumer complaint received 2025-09-05 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: CA

Complaint narrative:
To the American Express Executive Fraud & Dispute Resolution Team, I am writing to formally escalate my fraud claim ( Reference Number : XXXX, Membership Number : XXXX ) due to repeated mishandling and improper denial of legitimate fraud charges. 



XXXX. Fraudulent Transactions Identified The charges in question were carried out by XXXX XXXX, who has already been identified as the unauthorized party. 
I have submitted documents and evidence both to American Express and to the merchant showing that these transactions were illegitimate and fraudulent. 



XXXX. Misconduct by Amex XXXX XXXX ( Employee ID : XXXX ) During phone conversations with your representative, Agent XXXX, I was subjected to statements that were : Discriminatory He said this case was personal to him and that XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX shouldnt be allowed to get away with this type of conduct in my country. 
Biased He further stated, I will not let this fly, and I always trusted my gut feeling with cases like this. 
Improper Despite repeated submissions of my evidence, this agent has unilaterally and repeatedly closed my case against me without providing any documentation, reasoning, or proof that I authorized the disputed transactions. On one recorded call he made me call back a XXXX number for Amex fraud department line and then asked me to re open the claim with an agent which took almost 2 hours only to be transferred back to him, to refuse the claim and close it again.

Such statements and conduct are wholly inappropriate, unprofessional, discriminatory, and unacceptable from a representative of American Express. They raise serious concerns about bias, lack of impartiality, and violation of both company policy and federal consumer protection laws. 




3. Challenge to Amex I continue to challenge American Express to : 1. Provide a credit card authorization form, signed slip, or other verifiable documentation proving that I personally authorized these charges.

2. Explain why, despite repeated submissions of evidence, Amex refuses to recognize these transactions as fraudulent. 
XXXX. Justify why my claim was denied in violation of Amexs Cardmember Agreement and federal protections under the Fair Credit Billing Act ( 15 U.S.C. 1666 ), which guarantees my right to dispute unauthorized charges.

4. Requested Actions Immediately reopen and re-investigate this fraud claim.

Issue a provisional credit pending resolution, as required by Amex policy and federal law. 
Remove XXXX XXXX ( XXXX ID : XXXX ) from handling this case due to demonstrated bias and conflict of interest. 
Provide a written explanation and all supporting documentation used to justify Amexs prior denials.

5. Notice of Further Action If this matter is not resolved promptly, I will escalate through : The Consumer Financial Protection Bureau ( CFPB ), The Office of the Comptroller of the Currency ( OCC ), And any other appropriate regulatory bodies. 

I value my relationship with American Express, but I expect my fraud claim to be handled fairly, transparently, and in accordance with law and Amexs own published guidelines. 






To Whom It May Concern, We are providing written notice under the Fair Credit Billing Act ( 15 U.S.C. 1666 ) and the Truth in Lending Act ( 15 U.S.C. 1643 ) regarding unauthorized charges on my American Express XXXX XXXX account ( ending in XXXX ). These charges were not made or authorized by me or anyone with authority to use the account. 



The specific unauthorized charges in dispute are in the attached claims. 



Despite many prior attempts to dispute the submitted claims via phone, emails, Amex app and despite multiple submission of substantial evidence, American Express has denied our fraud claim. To date, you have also failed to provide any valid proof of authorization, such as signed receipts, matching IP/device logs, or any other verification. 



Your denial appears to violate both : American Expresss Fraud Protection Guarantee, which provides XXXX liability for unauthorized charges where reasonable care has been taken to safeguard account information ; and Federal law, which limits cardholder liability for unauthorized use to no more than {$50.00} and obligates card issuers to investigate billing errors in good faith. 




Your continued refusal to resolve this dispute is causing severe harm to our business operations. Our company maintains over {$250000.00} in active credit with American Express, which is essential for ordinary cash flow, especially in our business where we build first and collect later. Because of these actions, we are facing delayed payroll for employees, vendor late fees, and risk of default on multiple client obligations. Continued restrictions and wrongful denials place our company at risk of bankruptcy. 



Accordingly, we hereby kindly demand the following : Immediate reversal of all disputed unauthorized charges, with credits applied to our account.

Immediate restoration of full access and functionality of my American Express Business Platinum account, without restrictions.

A detailed written explanation of the basis for your initial denial, including any evidence you relied upon. 
Written confirmation of these corrective actions within 14 days of receipt of this letter. 




If this matter is not resolved promptly, We will have no other option but to escalate these matters by filing complaints with the Consumer Financial Protection Bureau ( CFPB ), the Federal Trade Commission ( FTC ), the Office of the Comptroller of the Currency ( OCC ), FINRA, the U.S. Department of Justice Consumer Protection Branch, and the Attorney Generals Office. I will also pursue all remedies available under state and federal law, including damages for breach of the cardmember agreement and violations of federal credit statutes. 



This letter serves as my formal dispute and preservation of all rights. 



Sincerely, Amex XXXX XXXX Member Account Ending : XXXX Reference Number : XXXX Membership Number : XXXX

Company response to consumer: Closed with explanation