Consumer complaint received 2025-01-21 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: NY

Complaint narrative:
This is the information that was given to AMEX in a XXXX document with all supporting files attached. 

On XX/XX/year>, I purchased the XXXX XXXX XXXX XXXX products for {$3900.00} from the XXXX XXXX  sales merchants XXXX and XXXX at the XXXX XXXX XXXX XXXX. I was told by the sales merchants at the time of purchase that I could return the products for a full refund and that there was a lifetime guarantee. I was also told an email would be sent with the warranty information after signing off on the credit card. XXXX asked to take a photo of my driver 's license because XXXX needed this to verify the sale. No receipt or warranty information was given. The only email I received after signing off on the payment via XXXX XXXX was instructions for " How to Use '' the XXXX XXXX  treatment. XXXX is a product of XXXX XXXX, as noted on the business card XXXX XXXX gave me and the name that appeared on my AMEX purchase history. 

On XX/XX/year>, after researching the XXXX XXXX products alongside several other red light treatments at a much lower cost, I tried to return the unused XXXX products which had not been removed from their original packaging, for a full {$3900.00} refund. I sent XXXX and XXXX an email and text requesting to return the unopened, unused products and received an email reply from XXXX saying, " I will forward all your information to the office they will contact you asap. ( Probably by the end of the day ). '' No one contacted me from this point forward. My texts were unanswered, and my calls requesting a sales receipt, warranty information, and a request to return the product were not returned. 

On XX/XX/year>, I uploaded the documents listed as evidence to support my dispute with AMEX. Before submitting the dispute to AMEX, I tried calling the number AMEX had listed next to the charge ( XXXX ), however, the number for XXXX XXXX was not in service. 

XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Nonworking Number for XXXXXXXX XXXX XXXX 30 Day Return Policy.png XXXX. Text Request for XXXX XXXX at XXXX XXXX. XXXX - XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX, I submitted the additional documentation below to AMEX to support the dispute and my full refund eligibility. 

1. Return and Exchange Policy verifying I am eligible for a full refund from the point of sale contact. ( XXXX and XXXX ) 2. Reply from XXXX XXXX XXXX ( second point of sales contact ) would respond by the end of day. ( No one responded and there was nothing stating that my request was out of line with the return policy. I was only informed XXXX would get back to me [ on how to proceed with the return. ] I am asking The Consumer Financial Protection Bureau to request that AMEX take action to support my dispute to void this charge to my American Express Card and to protect consumers from the fraudulent practices of XXXX XXXX that include giving misleading information about the return policy and the illegal practices involving doctoring up evidence given to AMEX claiming the no return policy was communicated before the sale claiming that the " no refund '' was also communicated at the time of purchase. This concealment of information by XXXX XXXX was done at my expense for their financial gain. 

The estimated resolution date is one week from today, XX/XX/XXXX, according to the American Express online platform. 

Thank you for your assistance.

Company response to consumer: Closed with explanation