Consumer complaint received 2026-04-13 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:
b'Re: RE: Formal Written Dispute Under Fair Credit Billing Act\nAmex Account Number: XXXX XXXX XXXXn\nDispute Case Number XXXX XXXXXXXX XXXX . Products refused and returned. Charge remains on my account.\nDispute Case Number XXXX XXXX XXXX . Products received. Issues resolved and repaid, products returned \n\nTransaction Date: XXXX XXXX XXXX \nMerchant Name: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXI am submitting this formal written dispute under the Fair Credit Billing Act regarding the above-referenced transactions.\n\nThe charges in question were incurred during a high-pressure sales interaction at the XXXX XXXX XXXX XXXX XXXX XXXX on XXXX XXXX XXXX The material terms of the transaction, including the total purchase amount, were not disclosed prior to obtaining my signature.\nAt no time before signing was the full transaction total shown to me. During the transaction, I was informed that a charge had not gone through and was asked to provide an additional credit card. Multiple charges were processed across two different accounts without disclosure of the cumulative total amount. At no time was I shown the aggregate amount being charged across accounts prior to signature. I did not knowingly authorize the amounts ultimately posted. Furthermore. the payment device was flipped quickly for signature, and I was not provided a meaningful opportunity to review the amounts being charged. I did not provide informed consent to the total amounts later posted to my American Express account.\n\nThe transaction was processed as multiple charges, including across separate credit card accounts, without disclosure of the aggregate total. Immediately after the transaction, cancellation was requested and not honored. I was told I would miss my plane if I stayed any longer, which was true. I was assured by XXXX that he would contact me by phone and resolve the matter the following morning. No such contact occurred. I made two attempts to reach him by XXXX and he did not respond. \n\nAdditional relevant facts:\n\n I did not ever receive itemized pricing for any goods. Many of the receipts have no price info.\n I did not ever receive a copy of any signed authorization showing the total amount.\n The items provided for me to carry onto the plane were double-bagged and not inspected prior to departure. Multiple receipts were stapled together and put into the bags.\n I only became aware of the amounts charged to my two credit cards when they appeared online the following day.\n Subsequent attempts to contact the merchant via XXXX, phone and email within the 28 hour return window were ignored.\n No pricing appears on the goods I received for transport on the airplane. In the case of the one package that was delivered after my return, on XXXX XXXX XXXX, there was a return address in XXXX, no packing slip and no pricing appears on any of the items included. I looked up the address online, but it said it only accepted returns from direct distributors.\nBecause the total transaction amount was concealed prior to signature, and because I did not knowingly authorize the amounts charged, these transactions constitute billing errors and/or charges not properly authorized.\n\nOver the course of the last two months I have fought with this company and Amex to resolve this situation. I clearly did not want the products. I was able to receive a credit back for the second dispute, which was Dispute Case Number 1) XXXX XXXX XXXX paid me this money back I. Total by XXXX XXXX XXXX after I contacted the airport police in XXXX XXXX The first charge of $XXXX was also removed from my American Express account on XXXX XXXX XXXX. However. It reappeared in the middle of the night on XXXX XXXX XXXX. I again contacted both XXXX and Amex. XXXX blamed Amex. Amex blamed me and said I owed the money even though I refused and returned the products twice and provided receipts from XXXX XXXX proving they were successfully returned to Las Vegas both times. \n\nYesterday I again contacted Amex and asked to speak to a supervisor. One is supposed to call me today, however I notified them that I would be contacting the XXXX today as I dont trust them any longer. In my opinion they sided with a thief over a victim adamantly. They clearly know I never received the goods but their excuse for not removing the charge the second time is that the merchant proved I did t request it within the 48 hour window. XXXX did not respond to me during that time. However, because they did pay back a third of the chargeson goods I had in my possession well after the 48 hour deadline, I dont see the relevance of that excuse. I was paid back for and returned the two small bags I took on the plane (not knowing what was in them) plus a small package delivered by XXXX XXXX I was unable to intercept and refuse. \n\nPlease confirm receipt of this letter and provide a written response. I have ample documentation of everything pertaining to this fraudulent situation. \n\nSincerelyXXXX XXXX

Company response to consumer: Closed with explanation