Consumer complaint received 2025-04-15 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: NY

Complaint narrative:
What Happened : I am filing a complaint against American Express regarding their mishandling of a dispute involving an unauthorized charge of {$330.00} ( XXXX MXN ) on my credit card account ending in [ XXXX ]. Despite multiple disputes and clear evidence of fraud, American Express has failed to adequately investigate the matter, resolve the fraudulent charge, or refund the disputed amount to my account. 

Background of the Dispute : OnXX/XX/XXXX, I took a taxi ride from XXXX aiport to XXXX XXXX XXXX hotel in Mexico, during which I authorized a single transaction of XXXX MXN ( {$34.00} USD ), which I do not dispute. However, an additional unauthorized charge appeared on my account : Unauthorized Transaction : XXXX MXN ( {$330.00} USD ) at XXXX XXXX ( XXXX XXXX ), Merchant : XXXX XXXX XXXX ( XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX, XXXX XXXX ), Receipt Number : XXXX, Authorization Code : XXXX, Device Number : XXXX. This charge is fraudulent and was not authorized by me. The receipt, provided by the merchant to American Express, contains a forged signature ( a single straight line ), clearly not mine. 

Evidence of Fraud : Forged Signature : The XXXX MXN receipt includes a forged signature ( a single straight line ), lacking any resemblance to my detailed, multi-stroke signature on other transactions. 

Same Device Number : This transaction used the same device ( XXXX ) as the authorized charge, occurring only 21 seconds earlier ( at XXXX XXXX ), suggesting the merchant deliberately processed XXXX charges without my consent. 

Time and Amount Discrepancy : The 21-second gap and the XXXX MXN amount ( nearly ten times the authorized XXXX MXN ) are unreasonable for a single taxi ride. 

Merchant Name XXXX : XXXX XXXX XXXX does not align with a taxi service, indicating a fraudulent POS terminal. 

Communication with American Express : I reported the unauthorized charge on XX/XX/XXXX, and have since filed four disputes with American Express. This is now my fourth dispute, and I have received four response letters from them, with the latest dated XX/XX/XXXX ( Reference Number : XXXX5 ). In each of the previous three disputes, American Express claimed they investigated and relied on the merchants documentation, providing nearly identical responses each time without addressing my evidence of fraud. In their fourth response, they again stated the charge was card-present with my signature and suggested I resolve the matter with the merchant. They still want to rebill the {$330.00} to my account. 

Concerns with American Expresss Handling : Failure to Refund : American Express promised to refund {$330.00} in their fourth response but has not done so as ofXX/XX/XXXX. 

Inadequate Investigation : Despite four disputes, they ignored my evidence of fraud ( forged signature, identical device number, 21-second gap ) and failed to conduct a forensic review of the signature. 

Shifting Burden of Proof : They suggested I resolve the issue with the merchant, violating the Fair Credit Billing Act ( FCBA ). 

Failure to Address Merchant Fraud : They have not taken action against the merchant, risking further fraud.

Company response to consumer: Closed with explanation