Credit card -- Problem with a purchase shown on your statement -- Complaint #11782440
Complaint Overview
Complaint ID: 11782440
Company: American Express Company
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Card was charged for something you did not purchase with the card
State: Minnesota
ZIP Code: 55075
Date Received: 2025-01-26T12:00:00-05:00
Date Sent to Company: 2025-01-26T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Description of the Issue : On XX/XX/year>, I lost my American Express card while traveling abroad. I immediately reported the card as lost on XX/XX/year>, at approximately XXXXXXXX XXXX XXXX time. I was told by an American Express representative that my account would undergo identity verification and that my report would be handled. However, after I reported the card lost, unauthorized charges were made to my account totaling {$6100.00}. These charges occurred after I had reported the card lost, and I did not authorize them. I contacted American Express multiple times regarding these unauthorized charges, and each time I was reassured that the issue was being taken care of. I was told that my report had been properly noted and investigated. Despite my repeated follow-ups, I later learned that the report I made on the XXXX was never recorded in their system. American Express told me that the representative I spoke with did not leave any notes after our call. This was a clear failure in their customer service and record-keeping. Additionally, when I requested proof of how these charges were authorized, such as transaction details ( location, time stamps, IP addresses ) and any proof that I had personally authorized these charges, I was only provided with vague notes without any concrete evidence supporting their claim that the charges were legitimate. Amex claims that these charges are valid and refuses to reverse them, despite the clear evidence that I did not authorize these transactions. I feel that my case has not been handled properly, and I am seeking a full investigation into these fraudulent charges and a reversal of the {$6100.00} charged to my account.
Frequently Asked Questions
What is Complaint #11782440 about?
Complaint #11782440 was filed against American Express Company regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2025-01-26T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against American Express Company?
Yes, visit the American Express Company company profile at readthecomplaint.com/company/american-express-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.