Consumer complaint received 2025-03-20 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:
I submitted the original dispute on XX/XX/XXXX and Amex took their sweet time responding the first time. I can't imagine why since they decided to deny me based on a bogus tort claim. Which means they didn't need to contact the merchant or wait for their response in order to make a decision. When I checked their decision online they had closed my dispute and denied me without even providing a reason initially. So I appealed which required supporting documents that I couldn't add right away. For this reason the appeal was pending and I was directed to go into a chat in order to move the process along. The chat agent seemed confused but he said he would push the new dispute through. So I called their center to make sure the appeal went through and let them know that I had supporting documents and a formal letter I intended to upload in order to complete the process. In the meanwhile I received a postal letter from their dispute dept letting me know I had until the XXXX of XXXX to submit everything. I was able to complete my appeal with the necessary uploads by XX/XX/XXXX. But upon checking my 3 credit reports I had found out that they had already reported this same charge to the bureaus between the dates of XX/XX/XXXX and XXXX without even a heads up that they had denied my dispute, again. I went to my online account and confirmed my suspicions that they wouldn't have even had time to investigate ; and again they did not list a denial reason at that time. I called AMEX and someone claiming they were the dispute dept told me I was turned down because of the same reason as before. I tried explaining that my reasons did not emphasize misdiagnosis in the appeal, but instead had to do with services expected and not performed when I was charged for essential emergency care and that was considered a billing error. And he told me to just give it up because they werent budging on their decision. I followed up by asking how AMEX expects that I would believe they actually reviewed the letter of appeal and the very large doc I had sent them and also had time to report me to the bureaus by the XXXX of XXXX since I only submitted to them on XX/XX/XXXX. Their billing statement also came in the mail by the XXXX w a closing date of XX/XX/XXXX and a few days after their same reason for denial finally made it to my house without further review of the new evidence. 

I disputed a charge of {$1500.00} posted to my American Express account on XX/XX/XXXX, from XXXX XXXX XXXX. The charge is invalid due to failure to render services as described, improper billing practices, and as a side note gross negligence in patient care. The Grounds for Chargeback are for Services Not Rendered & Improper Billing. 

They are guilty of Failure to Provide Essential Emergency Care. In this case, my dog was in XXXX XXXX and required XXXX XXXX XXXX XXXX XXXX which were services XXXX failed to provide despite billing me for emergency medical treatment. XXXX oxygen adapter was not functional, and they failed to notify the transport service that my dog required oxygen, putting her life at further risk. The lead vet also failed to perform a proper XXXX XXXX to relieve my dogs XXXX which was affecting her XXXX XXXX XXXX XXXX 

Furthermore, Incorrect & Unjustified Referral Based on Misleading Diagnosis was made. 
XXXX diagnosed my dog with XXXX XXXX and a XXXX, insisting that she required immediate XXXX XXXXXXXX at another hospital. However, when she arrived at XXXX XXXX XXXX, their specialists determined that she was NOT XXXX  and had NO XXXX. This means XXXX referral was based on a completely false premise, leading to unnecessary and costly procedures. This misdiagnosis led to unnecessary treatment planning and financial loss, as I was quoted $ XXXX {$20000.00} for XXXX that was never needed. 

XXXX also XXXX XXXX, XXXX XXXX XXXX XXXX. XXXX failed to provide the correct referral information to the transport driver, resulting in a critical delay in medical care. The driver, who smelled of XXXX, was sent to the wrong hospital with no referral records, wasting precious time that could have been used for life-saving care. 

Predatory & Fraudulent Billing Practices are well evident. XXXX billed me for services they did not provide adequately and for a diagnosis that was entirely incorrect. Their failure to deliver proper emergency care resulted in avoidable financial losses and additional suffering for my pet. Most importantly, I was charged for a misrepresented serviceemergency stabilizationwhich was never properly performed. 

This case is a clear Violation of Consumer Protections. Under the Fair Credit Billing Act and American Express ' dispute resolution policies, I have the right to dispute a charge when services were not provided as agreed, falsely represented, or improperly billed. VEGs failure to provide critical care and their false diagnosis meet these criteria. 

I requested AMEX show they actually reviewed and investigated the dispute appeal with fresh eyes and show me their supporting documentation pertaining to their second investigation. They were obligated to provide some sort of documentation when the company has denied my dispute twice already. I have the right to ask for docs they used to reach their decision. Amex should also provide a clear and plausible explanation as to why they denied my dispute the second time. Instead, they just used the same excuse to deny me again. I disagreed with their tort claim, and appealed the decision in writing, which should have given me another chance to provide evidence supporting my claim. However they denied my claim based on the same reason as before without even reviewing my new dispute or documents. The second time, I clearly emphasised my dispute is based on services not rendered as described, failure to provide critical care, improper billing practices and a violation of consumer rights. AMEX didn't even have time to investigate the new dispute before they shot it down, between the time I resubmitted and the time they reported the charge back to my credit bureaus. 

May I also mention, the most recent billing statement sent w a closing date of XX/XX/XXXX mentions that this billing inquiry is still under investigation and that I should pay the minimum ( minus the amount being investigated ) by XX/XX/XXXX. However when I talked to the dispute Dept on XX/XX/XXXX they said the appeal was now closed and denied and the same was stated online when I checked XX/XX/XXXX. So as you can see AMEX is providing me with all sorts of conflicting information that's made to confuse at this point. Additionally, their billing statement provides a notice of EFT Error Resolution which mentions that in cases of error if I think my statement is wrong I can report a suspected error and its dollar amount, and they will investigate my complaint and correct any error promptly. An incorrect EFT includes an EFT to or from the consumer 's account that is not in accordance with the consumer 's instructions or the terms of the agreement. Examples of this include a merchant charging the wrong amount which is included in my dispute. Amex never once attempted to investigate the merchant 's billing errors, not once.

Company response to consumer: Closed with explanation