American Express: dispute with a merchant through the bank

Collect

• statement showing the charge
• receipt
• record of contact with the merchant

Steps

1. Try the merchant first and keep proof.

2. Log in, select the transaction and click "Dispute this Charge", or call customer service.

   OnlineDispute a charge online Sign-in required

3. Send any documents Amex asks for, with the account number and inquiry reference number.

   MailDocuments for an existing billing inquiry (personal cards) American Express Customer Service, P.O. Box 981535, El Paso, TX 79998

4. If the dispute is denied and you still disagree, send a written claim notice before any mediation or arbitration.

   MailClaim notice before a lawsuit, mediation or arbitration American Express ADR, c/o CT Corporation System, 28 Liberty Street, New York, New York 10005

5. Complain to the CFPB.

   RegulatorConsumer Financial Protection Bureau +1-855-411-2372

More contacts for this issue

Facts you can cite

• Policy

  If you dispute a charge with a merchant, Amex may credit all or part of it; if it does, you assign your claims against the merchant to Amex for the credited amount.

  Source: files.consumerfinance.gov, verified 2026-10-12

• Deadline

  For an American Express personal savings account, Amex must hear from you no later than 60 calendar days after it sent the first statement on which the problem or error appeared.

  Source: americanexpress.com, verified 2026-10-12

• Deadline

  You may reject the Amex arbitration provision by a written notice mailed within 45 days after your first card purchase.

  Source: files.consumerfinance.gov, verified 2026-10-12

• Process

  Within 30 days after sending or receiving a claim notice, either party may submit the claim to JAMS or the AAA for mediation; Amex pays the mediation fees.

  Source: files.consumerfinance.gov, verified 2026-10-12

• Compensation

  If the arbitrator rules for you for more than Amex's last offer, the award includes at least $5,000 plus reasonable attorneys' fees and costs.

  Source: files.consumerfinance.gov, verified 2026-10-12

• Policy

  If you are a covered borrower under the Military Lending Act, the arbitration provision does not apply to you.

  Source: files.consumerfinance.gov, verified 2026-10-12

Rules in force

• Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)
  12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)

  For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.

  Source: consumerfinance.gov, verified 2026-10-12

  2 citable points

  • Policy

    Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.

    Source: consumerfinance.gov, verified 2026-10-12

  • Limit

    Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.

    Source: consumerfinance.gov, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneCustomer service, consumer cards (also for fraud) +1-800-528-4800 Account holder only

2. Written complaint

   MailClaim notice before a lawsuit, mediation or arbitration American Express ADR, c/o CT Corporation System, 28 Liberty Street, New York, New York 10005

   The agreement requires a written claim notice before mediation, arbitration or a lawsuit.

3. Federal regulator

   RegulatorConsumer Financial Protection Bureau +1-855-411-2372

4. State agency

   Your state’s financial regulator. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

5. Arbitration

   Either party may elect individual arbitration with JAMS or AAA. Amex will not elect arbitration for an individual claim pending only in small claims court.

Watch out

Related

• Dispute with a merchant through the bank at other companies
• How American Express complaints actually go (dossier, checked 2026-10-12)
• Banks and card issuers — how complaints work
• American Express: unauthorized charge
• American Express: fraud or scam