Credit card -- Problem with a purchase shown on your statement -- Complaint #17916206
Complaint Overview
Complaint ID: 17916206
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: New York
ZIP Code: 10036
Date Received: 2025-11-21T12:00:00-05:00
Date Sent to Company: 2025-11-21T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I disputed a {$13000.00} charge on my American Express card for a short-term rental that was misrepresented and not delivered as agreed. The merchants contract stated that all security cameras would be exterior only, but the property had an undisclosed interior camera in the living room. This is a material misrepresentation and a breach of the rental agreement at the moment of check-in. Additionally, the property was being operated illegally. The XXXX of XXXX XXXX confirmed that the merchants short-term rental registration was expired and their new application had been denied before my stay. The rental was not legally authorized, which means the service I paid for could not legally be delivered as advertised. Under Regulation Z, a billing error includes goods/services not delivered as agreed. This dispute falls squarely under that definition. However, American Express repeatedly categorized my dispute as a dissatisfaction or compensation request, and several representatives insisted they needed the merchants cooperation to resolve the dispute. Regulation Z does not require merchant cooperation ; it requires the issuer to conduct an independent investigation. Despite multiple explanations and evidence, my dispute was closed twice without a clear reason, and the issue was repeatedly misclassified. I am requesting that American Express properly apply Regulation Z, recognize this as a misrepresentation/failure-to-deliver case, and conduct a correct investigation.
Frequently Asked Questions
What is Complaint #17916206 about?
Complaint #17916206 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 2025-11-21T12:00:00-05:00.
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.