Credit card -- Problem with a purchase shown on your statement -- Complaint #17029234
Complaint Overview
Complaint ID: 17029234
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: Credit card company isn't resolving a dispute about a purchase on your statement
State: Florida
ZIP Code: 33705
Date Received: 2025-11-04T12:00:00-05:00
Date Sent to Company: 2025-11-04T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2025, I made a purchase using my American Express credit card from the merchant pay.XXXX for a tea item. The purchase amount was {$26.00}. I promptly cancelled the order prior to the item being shipped and contacted the merchant repeatedly in writing. The merchant ignored my messages and shipped the item to me days after cancelling the order. I refused the item at the door and instructed the driver to return the item to the sender. I filed a dispute with American Express and they refuse to investigate the charge or file a dispute - asking for more information. American Express appeared to investigate the dispute and told me it was resolved with a credit saying I would only be charged again if they received additional information from the merchant which supported the merchant 's position. I was charged again for the item and American Express never showed me the information that the merchant provided to them which made them " overturn '' the credit American Express provided to me. I am attaching a screenshot of the message I received from American Express showing that the dispute was resolved in my favor with a credit. After I was recharged for the item, American Express refused to provide me with the information I requested and refuses to further investigate my dispute. I am attaching a screenshot showing the most recent communication I received from American Express which says " Your dispute requires additional assistance ''. There is nothing else needed beyond what I have already provided to American Express. They refuse to investigate this charge properly and this is why I am filing this dispute. I should not have to pay for an item which was cancelled and never received.
Frequently Asked Questions
What is Complaint #17029234 about?
Complaint #17029234 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 2025-11-04T12:00:00-05:00.
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.