Consumer complaint received 2024-11-21 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: FL

Complaint narrative:
Subject : Formal Complaint Regarding False Advertising and Appeal of American Express Dispute Resolution Ref. XXXX Dear Consumer Financial Protection Bureau , I am writing to file a formal complaint against XXXX  and American Express concerning false advertising and an unjust resolution of my dispute regarding Reservation ID : XXXX. I respectfully request your intervention to address this matter and ensure fair treatment for consumers like myself. 
False Advertising by Booking.com On XX/XX/year> I booked a property through XXXX  ( XXXX XXXX XXXX XXXX XXXX XXXX. The property was falsely advertised as a NON SMOKING ROOM. However, upon arrival, it was clear that these claims were entirely untrue. 
The unit was heavily impregnated with the odor of tobacco smoke, contradicting its advertised description. This issue rendered the property uninhabitable and significantly deviated from the promised conditions. I was misled into booking the unit based on these misrepresentations, which constitutes deceptive advertising. 
American Express 's Failure to Protect Consumers When I sought to dispute the charges with American Express, providing clear evidence of the false advertising and my efforts to resolve the matter directly with XXXX American Express refused my dispute. By doing so, they have effectively allowed their vendor to lure customers under false pretenses and escape accountability for deceptive practices. 
This situation highlights a failure to protect consumers from unfair business practices. As a credit card issuer, American Express has a responsibility to ensure that their vendors adhere to ethical and honest standards of conduct. Their refusal to support my legitimate claim undermines this responsibility and leaves consumers vulnerable to exploitation. 
Request for Intervention I respectfully request that the Consumer Financial Protection Bureau investigate this matter and intervene to : 1. Review XXXX  Practices : Ensure that properties listed on their platform meet their advertised descriptions and hold XXXX accountable for enabling false advertising. 
2. Address American Expresss Handling of Disputes : Require American Express to review their dispute resolution process and reverse their decision in this case, as it fails to protect consumers from deceptive business practices. 
3. Strengthen Consumer Protections : Advocate for stricter oversight of credit card issuers and platforms like XXXX to prevent future cases of false advertising and insufficient consumer recourse. 
Conclusion This situation is not only about my individual experience but also about holding companies accountable for ethical business practices and ensuring fair treatment for consumers. I trust that the Consumer Financial Protection Bureau will take appropriate action to address this matter and protect others from facing similar injustices. 
Thank you for your attention to this issue. I look forward to your guidance and resolution. 
Sincerely, XXXX XXXX American Express dispute Ref. XXXX

Company response to consumer: Closed with explanation