Consumer complaint received 2025-12-15 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: FL

Complaint narrative:
On XX/XX/2025, I arrived at XXXX XXXX, XXXX XXXX, for a vacation that was fully prepaid prior to my arrival. 
During my stay, I was invited to attend a sales presentation on resort property for a 10-year vacation membership. Payment for the membership was made using two American Express credit cards.

The merchant expressly represented, both verbally and in writing, that the agreement included a 5-day rescission ( cancellation ) period. No benefits or services from the membership were ever used, as my stay had already been fully paid prior to execution of the agreement. 
On XX/XX/2025, well within the stated 5-day cancellation period, my spouse and I exercised our right to rescind the agreement. We : Canceled in person at the merchants office prior to checking out of the resort ; Submitted a written cancellation notice in accordance with the merchants instructions; Sent the cancellation notice via certified mail to the merchants main office ; Left physical copies of the cancellation at both the merchants office and the hotel front desk.

The merchant advised that only a minimal administrative/legal processing fee would apply to cover paperwork.

Despite this lawful and timely rescission, the merchant continued to bill recurring monthly charges to my American Express account after cancellation, for services never rendered.

Nature of the Billing Error The disputed charges constitute billing errors under 15 U.S.C. 1666 ( b ) and 12 C.F.R. 1026.13, including : Charges for services not accepted and not delivered as agreed ; Charges incurred after lawful cancellation ; Charges resulting from misrepresentation and deceptive practices.

American Expresss Failures I timely notified American Express of the dispute and provided clear documentary evidence showing : Proper rescission within the contractual cancellation period ; Non-use of any membership services ; Ongoing billing after cancellation.

Nevertheless, American Express refused to reverse the charges, failed to properly classify the dispute as an FCBA billing error, and did not conduct a reasonable investigation as required by Regulation Z.

American Express : Failed to treat post-cancellation billing as unlawful ; Disregarded clear evidence of timely rescission ; Improperly deferred to the merchant despite contradictory documentation ; Required payment of charges not legally owed.

This conduct violates 12 C.F.R. 1026.13 ( e ), which obligates creditors to either correct billing errors or provide a written explanation supported by evidence. American Express failed to do so.

Consumer Harm As a result of American Expresss failure to comply with federal law, I have suffered : Financial harm from unauthorized recurring charges ; Time and expense attempting to resolve the issue ; Loss of statutory protections guaranteed under the FCBA.

Company response to consumer: Closed with explanation