{"id":"american-express","page":"https://escalate.alexgaoth.com/#/c/american-express","html":"https://escalate.alexgaoth.com/c/american-express/","generated":"2026-10-15","company":{"id":"american-express","name":"American Express","aliases":["amex","american express national bank","americanexpress","amex card"],"sector":"bank","parent":"American Express Company","website":"https://www.americanexpress.com","official_domains":["americanexpress.com"],"security":{"never_asks":[{"kind":"policy","claim":"American Express will never call you and ask for verification codes, logins or passwords.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"American Express will never call you and ask for your full ID details, your Card details or your PIN.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"American Express says institutions will not call you to ask for money by gift card, wire transfer, crypto or payment app.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Someone calls claiming to be from American Express, your bank or a government agency and asks for an unusual payment, such as a gift card, wire transfer, crypto or a payment app.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Someone calls claiming to be from American Express, a tech support service or a retailer and asks for remote access to your device or account through a one-time password, verification code or American Express SafeKey code.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers fake caller ID to show a trusted number. If you did not make the call, do not share account numbers, logins, your Social Security number or one-time passcodes. Hang up and call the number on the back of your Card.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails with false offers, such as paying off your account balance, ask you to share personal details like your Card number and security code.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report phishing emails or texts, or fake AMEX websites","value":"spoof@americanexpress.com","purposes":["fraud"],"notes":"The Security Center text shows this address, but its mailto link has a typo (americanexpress.oom). Type the address by hand.","source":"https://www.americanexpress.com/en-us/security/","last_verified":"2026-10-12"}]},"regulators":["cfpb","occ"],"notes":"American Express National Bank is a national bank (OCC) and the issuer of U.S. consumer Amex cards. americanexpress.com blocks automated page fetches; the phone, dispute and savings channels come from americanexpress.com search results, and the arbitration channels from the cardmember agreements Amex files with the CFPB.","channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, consumer cards (also for fraud)","value":"+1-800-528-4800","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","poor_service"],"access":"human_only","notes":"Hearing-impaired callers dial 711, then this number. Amex's fraud FAQ gives the same number; from outside the U.S., call the number on the back of the card.","source":"https://www.americanexpress.com/en-us/support/contacts/","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a charge online","value":"https://www.americanexpress.com/us/customer-service/faq.dispute-a-charge.html","purposes":["transaction_dispute","billing_error","unauthorized_charge"],"access":"login","notes":"Log in, view your transactions, select the transaction and click \"Dispute this Charge\", then follow the prompts. Contact the merchant first.","source":"https://www.americanexpress.com/us/customer-service/faq.dispute-a-charge.html","last_verified":"2026-10-12"},{"id":"billing-inquiry-documents-mail","type":"mail","label":"Documents for an existing billing inquiry (personal cards)","value":"American Express Customer Service, P.O. Box 981535, El Paso, TX 79998","purposes":["transaction_dispute","billing_error"],"notes":"Put your account number and inquiry reference number on every document. The same FAQ gives fax 1-623-444-3001 and an online Document Upload Center. The FAQ page may be several years old; prefer the Document Upload Center or the address on your latest statement.","source":"https://www.americanexpress.com/us/customer-service/faq.billing-inquiry-dispute-documentation.html","last_verified":"2026-10-12"},{"id":"savings-dispute-phone","type":"phone","label":"American Express personal savings account, transaction disputes","value":"+1-800-446-6307","purposes":["transaction_dispute","unauthorized_charge","frozen_funds"],"access":"human_only","source":"https://www.americanexpress.com/us/customer-service/faq.dispute-transaction-on-personal-savings-account.html","last_verified":"2026-10-12"},{"id":"savings-dispute-mail","type":"mail","label":"American Express personal savings account, written disputes","value":"American Express, P.O. Box 30384, Salt Lake City, UT 84130","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.americanexpress.com/us/customer-service/faq.dispute-transaction-on-personal-savings-account.html","last_verified":"2026-10-12"},{"id":"arbitration-rejection-mail","type":"mail","label":"Reject the arbitration provision (within 45 days after your first card purchase)","value":"American Express, P.O. Box 981556, El Paso, TX 79998","notes":"The notice must state that you reject the Arbitration provision and include name, address, account number and personal signature. Rejection also covers other open Amex consumer accounts.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"id":"claim-notice-mail","type":"mail","label":"Claim notice before a lawsuit, mediation or arbitration","value":"American Express ADR, c/o CT Corporation System, 28 Liberty Street, New York, New York 10005","purposes":["poor_service","billing_error"],"notes":"The claim notice must describe the claim, state the specific relief demanded and include your name, address and account number.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"id":"credit-bureau-unit-mail","type":"mail","label":"Dispute information Amex reported to a credit reporting agency","value":"American Express Credit Bureau Unit, P.O. Box 981537, El Paso, TX 79998-1537","purposes":["credit_report_error"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"claim-notice-mail","note":"The agreement requires a written claim notice before mediation, arbitration or a lawsuit."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"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."}],"playbooks":[{"issue":"unauthorized_charge","summary":"Call Amex right away at 1-800-528-4800 (24/7).","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call Amex and report the card lost, stolen or used without permission. From outside the U.S., call the number on the back of the card.","channel":"customer-service-phone"},{"do":"For a billing error, write to the billing-rights address printed on your statement within 60 days."},{"do":"If Amex does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"The Amex cardmember agreement says to contact Amex right away if your card is lost or stolen or your account is being used without your permission.","issues":["unauthorized_charge","fraud"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}]},{"issue":"transaction_dispute","summary":"Dispute the charge with Amex; if Amex credits you, it takes over your claim against the merchant.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"Log in, select the transaction and click \"Dispute this Charge\", or call customer service.","channel":"dispute-online"},{"do":"Send any documents Amex asks for, with the account number and inquiry reference number.","channel":"billing-inquiry-documents-mail"},{"do":"If the dispute is denied and you still disagree, send a written claim notice before any mediation or arbitration.","channel":"claim-notice-mail"},{"do":"Complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"policy","claim":"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.","issues":["transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}]},{"issue":"fraud","summary":"Call Amex immediately; chat is also available after login.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call Amex immediately and report the fraud.","channel":"customer-service-phone"},{"do":"Dispute any fraudulent charges that remain on the statement.","channel":"dispute-online"},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Amex does not act.","regulator":"cfpb"}],"facts":[{"kind":"contact","claim":"Amex's fraud FAQ asks U.S. cardmembers who believe they are fraud victims to call 1-800-528-4800 immediately; outside the U.S., use the number on the back of the card.","issues":["fraud","unauthorized_charge"],"source":"https://www.americanexpress.com/us/customer-service/faq.fraud.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"deadline","claim":"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.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://www.americanexpress.com/us/customer-service/faq.dispute-transaction-on-personal-savings-account.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may reject the Amex arbitration provision by a written notice mailed within 45 days after your first card purchase.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"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":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you are a covered borrower under the Military Lending Act, the arbitration provision does not apply to you.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}],"known_blockers":["americanexpress.com rejects automated page fetches; an agent can link to its pages but may not be able to read them.","No separate U.S. consumer complaint form or executive office was found on americanexpress.com; the written claim notice is the formal escalation.","Disputes and secure messages need sign-in to the Amex account."]},"playbooks":{"unauthorized_charge":{"company":{"id":"american-express","name":"American Express","sector":"bank","website":"https://www.americanexpress.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Call Amex right away at 1-800-528-4800 (24/7).","evidence":["statement with the charge","date you noticed it","card status"],"steps":[{"do":"Call Amex and report the card lost, stolen or used without permission. From outside the U.S., call the number on the back of the card.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, consumer cards (also for fraud)","value":"+1-800-528-4800","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","poor_service"],"access":"human_only","notes":"Hearing-impaired callers dial 711, then this number. Amex's fraud FAQ gives the same number; from outside the U.S., call the number on the back of the card.","source":"https://www.americanexpress.com/en-us/support/contacts/","last_verified":"2026-10-12"}},{"do":"For a billing error, write to the billing-rights address printed on your statement within 60 days."},{"do":"If Amex does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, consumer cards (also for fraud)","value":"+1-800-528-4800","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","poor_service"],"access":"human_only","notes":"Hearing-impaired callers dial 711, then this number. Amex's fraud FAQ gives the same number; from outside the U.S., call the number on the back of the card.","source":"https://www.americanexpress.com/en-us/support/contacts/","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a charge online","value":"https://www.americanexpress.com/us/customer-service/faq.dispute-a-charge.html","purposes":["transaction_dispute","billing_error","unauthorized_charge"],"access":"login","notes":"Log in, view your transactions, select the transaction and click \"Dispute this Charge\", then follow the prompts. Contact the merchant first.","source":"https://www.americanexpress.com/us/customer-service/faq.dispute-a-charge.html","last_verified":"2026-10-12"},{"id":"savings-dispute-phone","type":"phone","label":"American Express personal savings account, transaction disputes","value":"+1-800-446-6307","purposes":["transaction_dispute","unauthorized_charge","frozen_funds"],"access":"human_only","source":"https://www.americanexpress.com/us/customer-service/faq.dispute-transaction-on-personal-savings-account.html","last_verified":"2026-10-12"},{"id":"savings-dispute-mail","type":"mail","label":"American Express personal savings account, written disputes","value":"American Express, P.O. Box 30384, Salt Lake City, UT 84130","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.americanexpress.com/us/customer-service/faq.dispute-transaction-on-personal-savings-account.html","last_verified":"2026-10-12"},{"id":"arbitration-rejection-mail","type":"mail","label":"Reject the arbitration provision (within 45 days after your first card purchase)","value":"American Express, P.O. Box 981556, El Paso, TX 79998","notes":"The notice must state that you reject the Arbitration provision and include name, address, account number and personal signature. Rejection also covers other open Amex consumer accounts.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The Amex cardmember agreement says to contact Amex right away if your card is lost or stolen or your account is being used without your permission.","issues":["unauthorized_charge","fraud"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://www.americanexpress.com/us/customer-service/faq.dispute-transaction-on-personal-savings-account.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may reject the Amex arbitration provision by a written notice mailed within 45 days after your first card purchase.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"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":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you are a covered borrower under the Military Lending Act, the arbitration provision does not apply to you.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, consumer cards (also for fraud)","value":"+1-800-528-4800","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","poor_service"],"access":"human_only","notes":"Hearing-impaired callers dial 711, then this number. Amex's fraud FAQ gives the same number; from outside the U.S., call the number on the back of the card.","source":"https://www.americanexpress.com/en-us/support/contacts/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"The agreement requires a written claim notice before mediation, arbitration or a lawsuit.","channel":{"id":"claim-notice-mail","type":"mail","label":"Claim notice before a lawsuit, mediation or arbitration","value":"American Express ADR, c/o CT Corporation System, 28 Liberty Street, New York, New York 10005","purposes":["poor_service","billing_error"],"notes":"The claim notice must describe the claim, state the specific relief demanded and include your name, address and account number.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"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."}],"known_blockers":["americanexpress.com rejects automated page fetches; an agent can link to its pages but may not be able to read them.","No separate U.S. consumer complaint form or executive office was found on americanexpress.com; the written claim notice is the formal escalation.","Disputes and secure messages need sign-in to the Amex account."],"security":{"official_domains":["americanexpress.com"],"never_asks":[{"kind":"policy","claim":"American Express will never call you and ask for verification codes, logins or passwords.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"American Express will never call you and ask for your full ID details, your Card details or your PIN.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"American Express says institutions will not call you to ask for money by gift card, wire transfer, crypto or payment app.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Someone calls claiming to be from American Express, your bank or a government agency and asks for an unusual payment, such as a gift card, wire transfer, crypto or a payment app.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Someone calls claiming to be from American Express, a tech support service or a retailer and asks for remote access to your device or account through a one-time password, verification code or American Express SafeKey code.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers fake caller ID to show a trusted number. If you did not make the call, do not share account numbers, logins, your Social Security number or one-time passcodes. Hang up and call the number on the back of your Card.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails with false offers, such as paying off your account balance, ask you to share personal details like your Card number and security code.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report phishing emails or texts, or fake AMEX websites","value":"spoof@americanexpress.com","purposes":["fraud"],"notes":"The Security Center text shows this address, but its mailto link has a typo (americanexpress.oom). Type the address by hand.","source":"https://www.americanexpress.com/en-us/security/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.923,"sources":{"primary":36,"reference":2,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"American Express National Bank is a national bank (OCC) and the issuer of U.S. consumer Amex cards. americanexpress.com blocks automated page fetches; the phone, dispute and savings channels come from americanexpress.com search results, and the arbitration channels from the cardmember agreements Amex files with the CFPB.","warnings":[]},"transaction_dispute":{"company":{"id":"american-express","name":"American Express","sector":"bank","website":"https://www.americanexpress.com","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Dispute the charge with Amex; if Amex credits you, it takes over your claim against the merchant.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"Try the merchant first and keep proof."},{"do":"Log in, select the transaction and click \"Dispute this Charge\", or call customer service.","channel":{"id":"dispute-online","type":"portal","label":"Dispute a charge online","value":"https://www.americanexpress.com/us/customer-service/faq.dispute-a-charge.html","purposes":["transaction_dispute","billing_error","unauthorized_charge"],"access":"login","notes":"Log in, view your transactions, select the transaction and click \"Dispute this Charge\", then follow the prompts. Contact the merchant first.","source":"https://www.americanexpress.com/us/customer-service/faq.dispute-a-charge.html","last_verified":"2026-10-12"}},{"do":"Send any documents Amex asks for, with the account number and inquiry reference number.","channel":{"id":"billing-inquiry-documents-mail","type":"mail","label":"Documents for an existing billing inquiry (personal cards)","value":"American Express Customer Service, P.O. Box 981535, El Paso, TX 79998","purposes":["transaction_dispute","billing_error"],"notes":"Put your account number and inquiry reference number on every document. The same FAQ gives fax 1-623-444-3001 and an online Document Upload Center. The FAQ page may be several years old; prefer the Document Upload Center or the address on your latest statement.","source":"https://www.americanexpress.com/us/customer-service/faq.billing-inquiry-dispute-documentation.html","last_verified":"2026-10-12"}},{"do":"If the dispute is denied and you still disagree, send a written claim notice before any mediation or arbitration.","channel":{"id":"claim-notice-mail","type":"mail","label":"Claim notice before a lawsuit, mediation or arbitration","value":"American Express ADR, c/o CT Corporation System, 28 Liberty Street, New York, New York 10005","purposes":["poor_service","billing_error"],"notes":"The claim notice must describe the claim, state the specific relief demanded and include your name, address and account number.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}},{"do":"Complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, consumer cards (also for fraud)","value":"+1-800-528-4800","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","poor_service"],"access":"human_only","notes":"Hearing-impaired callers dial 711, then this number. Amex's fraud FAQ gives the same number; from outside the U.S., call the number on the back of the card.","source":"https://www.americanexpress.com/en-us/support/contacts/","last_verified":"2026-10-12"},{"id":"dispute-online","type":"portal","label":"Dispute a charge online","value":"https://www.americanexpress.com/us/customer-service/faq.dispute-a-charge.html","purposes":["transaction_dispute","billing_error","unauthorized_charge"],"access":"login","notes":"Log in, view your transactions, select the transaction and click \"Dispute this Charge\", then follow the prompts. Contact the merchant first.","source":"https://www.americanexpress.com/us/customer-service/faq.dispute-a-charge.html","last_verified":"2026-10-12"},{"id":"billing-inquiry-documents-mail","type":"mail","label":"Documents for an existing billing inquiry (personal cards)","value":"American Express Customer Service, P.O. Box 981535, El Paso, TX 79998","purposes":["transaction_dispute","billing_error"],"notes":"Put your account number and inquiry reference number on every document. The same FAQ gives fax 1-623-444-3001 and an online Document Upload Center. The FAQ page may be several years old; prefer the Document Upload Center or the address on your latest statement.","source":"https://www.americanexpress.com/us/customer-service/faq.billing-inquiry-dispute-documentation.html","last_verified":"2026-10-12"},{"id":"savings-dispute-phone","type":"phone","label":"American Express personal savings account, transaction disputes","value":"+1-800-446-6307","purposes":["transaction_dispute","unauthorized_charge","frozen_funds"],"access":"human_only","source":"https://www.americanexpress.com/us/customer-service/faq.dispute-transaction-on-personal-savings-account.html","last_verified":"2026-10-12"},{"id":"savings-dispute-mail","type":"mail","label":"American Express personal savings account, written disputes","value":"American Express, P.O. Box 30384, Salt Lake City, UT 84130","purposes":["transaction_dispute","unauthorized_charge"],"source":"https://www.americanexpress.com/us/customer-service/faq.dispute-transaction-on-personal-savings-account.html","last_verified":"2026-10-12"},{"id":"arbitration-rejection-mail","type":"mail","label":"Reject the arbitration provision (within 45 days after your first card purchase)","value":"American Express, P.O. Box 981556, El Paso, TX 79998","notes":"The notice must state that you reject the Arbitration provision and include name, address, account number and personal signature. Rejection also covers other open Amex consumer accounts.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"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.","issues":["transaction_dispute"],"source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"deadline","claim":"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.","issues":["transaction_dispute","unauthorized_charge"],"source":"https://www.americanexpress.com/us/customer-service/faq.dispute-transaction-on-personal-savings-account.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may reject the Amex arbitration provision by a written notice mailed within 45 days after your first card purchase.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"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":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you are a covered borrower under the Military Lending Act, the arbitration provision does not apply to you.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"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.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"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.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, consumer cards (also for fraud)","value":"+1-800-528-4800","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","poor_service"],"access":"human_only","notes":"Hearing-impaired callers dial 711, then this number. Amex's fraud FAQ gives the same number; from outside the U.S., call the number on the back of the card.","source":"https://www.americanexpress.com/en-us/support/contacts/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"The agreement requires a written claim notice before mediation, arbitration or a lawsuit.","channel":{"id":"claim-notice-mail","type":"mail","label":"Claim notice before a lawsuit, mediation or arbitration","value":"American Express ADR, c/o CT Corporation System, 28 Liberty Street, New York, New York 10005","purposes":["poor_service","billing_error"],"notes":"The claim notice must describe the claim, state the specific relief demanded and include your name, address and account number.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"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."}],"known_blockers":["americanexpress.com rejects automated page fetches; an agent can link to its pages but may not be able to read them.","No separate U.S. consumer complaint form or executive office was found on americanexpress.com; the written claim notice is the formal escalation.","Disputes and secure messages need sign-in to the Amex account."],"security":{"official_domains":["americanexpress.com"],"never_asks":[{"kind":"policy","claim":"American Express will never call you and ask for verification codes, logins or passwords.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"American Express will never call you and ask for your full ID details, your Card details or your PIN.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"American Express says institutions will not call you to ask for money by gift card, wire transfer, crypto or payment app.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Someone calls claiming to be from American Express, your bank or a government agency and asks for an unusual payment, such as a gift card, wire transfer, crypto or a payment app.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Someone calls claiming to be from American Express, a tech support service or a retailer and asks for remote access to your device or account through a one-time password, verification code or American Express SafeKey code.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers fake caller ID to show a trusted number. If you did not make the call, do not share account numbers, logins, your Social Security number or one-time passcodes. Hang up and call the number on the back of your Card.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails with false offers, such as paying off your account balance, ask you to share personal details like your Card number and security code.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report phishing emails or texts, or fake AMEX websites","value":"spoof@americanexpress.com","purposes":["fraud"],"notes":"The Security Center text shows this address, but its mailto link has a typo (americanexpress.oom). Type the address by hand.","source":"https://www.americanexpress.com/en-us/security/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.923,"sources":{"primary":36,"reference":2,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"American Express National Bank is a national bank (OCC) and the issuer of U.S. consumer Amex cards. americanexpress.com blocks automated page fetches; the phone, dispute and savings channels come from americanexpress.com search results, and the arbitration channels from the cardmember agreements Amex files with the CFPB.","warnings":[]},"fraud":{"company":{"id":"american-express","name":"American Express","sector":"bank","website":"https://www.americanexpress.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Call Amex immediately; chat is also available after login.","evidence":["transaction details","messages from the scammer","police or FTC report number"],"steps":[{"do":"Call Amex immediately and report the fraud.","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, consumer cards (also for fraud)","value":"+1-800-528-4800","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","poor_service"],"access":"human_only","notes":"Hearing-impaired callers dial 711, then this number. Amex's fraud FAQ gives the same number; from outside the U.S., call the number on the back of the card.","source":"https://www.americanexpress.com/en-us/support/contacts/","last_verified":"2026-10-12"}},{"do":"Dispute any fraudulent charges that remain on the statement.","channel":{"id":"dispute-online","type":"portal","label":"Dispute a charge online","value":"https://www.americanexpress.com/us/customer-service/faq.dispute-a-charge.html","purposes":["transaction_dispute","billing_error","unauthorized_charge"],"access":"login","notes":"Log in, view your transactions, select the transaction and click \"Dispute this Charge\", then follow the prompts. Contact the merchant first.","source":"https://www.americanexpress.com/us/customer-service/faq.dispute-a-charge.html","last_verified":"2026-10-12"}},{"do":"Report to the FTC at ReportFraud.ftc.gov, then complain to the CFPB if Amex does not act.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Customer service, consumer cards (also for fraud)","value":"+1-800-528-4800","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","poor_service"],"access":"human_only","notes":"Hearing-impaired callers dial 711, then this number. Amex's fraud FAQ gives the same number; from outside the U.S., call the number on the back of the card.","source":"https://www.americanexpress.com/en-us/support/contacts/","last_verified":"2026-10-12"},{"id":"arbitration-rejection-mail","type":"mail","label":"Reject the arbitration provision (within 45 days after your first card purchase)","value":"American Express, P.O. Box 981556, El Paso, TX 79998","notes":"The notice must state that you reject the Arbitration provision and include name, address, account number and personal signature. Rejection also covers other open Amex consumer accounts.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}],"facts":[{"kind":"contact","claim":"Amex's fraud FAQ asks U.S. cardmembers who believe they are fraud victims to call 1-800-528-4800 immediately; outside the U.S., use the number on the back of the card.","issues":["fraud","unauthorized_charge"],"source":"https://www.americanexpress.com/us/customer-service/faq.fraud.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You may reject the Amex arbitration provision by a written notice mailed within 45 days after your first card purchase.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"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":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"compensation","claim":"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":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"If you are a covered borrower under the Military Lending Act, the arbitration provision does not apply to you.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, consumer cards (also for fraud)","value":"+1-800-528-4800","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","poor_service"],"access":"human_only","notes":"Hearing-impaired callers dial 711, then this number. Amex's fraud FAQ gives the same number; from outside the U.S., call the number on the back of the card.","source":"https://www.americanexpress.com/en-us/support/contacts/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"The agreement requires a written claim notice before mediation, arbitration or a lawsuit.","channel":{"id":"claim-notice-mail","type":"mail","label":"Claim notice before a lawsuit, mediation or arbitration","value":"American Express ADR, c/o CT Corporation System, 28 Liberty Street, New York, New York 10005","purposes":["poor_service","billing_error"],"notes":"The claim notice must describe the claim, state the specific relief demanded and include your name, address and account number.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"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."}],"known_blockers":["americanexpress.com rejects automated page fetches; an agent can link to its pages but may not be able to read them.","No separate U.S. consumer complaint form or executive office was found on americanexpress.com; the written claim notice is the formal escalation.","Disputes and secure messages need sign-in to the Amex account."],"security":{"official_domains":["americanexpress.com"],"never_asks":[{"kind":"policy","claim":"American Express will never call you and ask for verification codes, logins or passwords.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"American Express will never call you and ask for your full ID details, your Card details or your PIN.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"American Express says institutions will not call you to ask for money by gift card, wire transfer, crypto or payment app.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Someone calls claiming to be from American Express, your bank or a government agency and asks for an unusual payment, such as a gift card, wire transfer, crypto or a payment app.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Someone calls claiming to be from American Express, a tech support service or a retailer and asks for remote access to your device or account through a one-time password, verification code or American Express SafeKey code.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers fake caller ID to show a trusted number. If you did not make the call, do not share account numbers, logins, your Social Security number or one-time passcodes. Hang up and call the number on the back of your Card.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails with false offers, such as paying off your account balance, ask you to share personal details like your Card number and security code.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report phishing emails or texts, or fake AMEX websites","value":"spoof@americanexpress.com","purposes":["fraud"],"notes":"The Security Center text shows this address, but its mailto link has a typo (americanexpress.oom). Type the address by hand.","source":"https://www.americanexpress.com/en-us/security/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.923,"sources":{"primary":36,"reference":2,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"American Express National Bank is a national bank (OCC) and the issuer of U.S. consumer Amex cards. americanexpress.com blocks automated page fetches; the phone, dispute and savings channels come from americanexpress.com search results, and the arbitration channels from the cardmember agreements Amex files with the CFPB.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Customer service, consumer cards (also for fraud)","value":"+1-800-528-4800","hours":"24/7","purposes":["transaction_dispute","unauthorized_charge","fraud","billing_error","fee_reversal","poor_service"],"access":"human_only","notes":"Hearing-impaired callers dial 711, then this number. Amex's fraud FAQ gives the same number; from outside the U.S., call the number on the back of the card.","source":"https://www.americanexpress.com/en-us/support/contacts/","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"The agreement requires a written claim notice before mediation, arbitration or a lawsuit.","channel":{"id":"claim-notice-mail","type":"mail","label":"Claim notice before a lawsuit, mediation or arbitration","value":"American Express ADR, c/o CT Corporation System, 28 Liberty Street, New York, New York 10005","purposes":["poor_service","billing_error"],"notes":"The claim notice must describe the claim, state the specific relief demanded and include your name, address and account number.","source":"https://files.consumerfinance.gov/a/assets/credit-card-agreements/pdf/Q22026/AMERICAN_EXPRESS_NATIONAL_BANK/Blue_Cash_Everyday_Card_Cardmember_Agreement-255458.pdf","last_verified":"2026-10-12"}},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"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."}],"security":{"official_domains":["americanexpress.com"],"never_asks":[{"kind":"policy","claim":"American Express will never call you and ask for verification codes, logins or passwords.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"American Express will never call you and ask for your full ID details, your Card details or your PIN.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"American Express says institutions will not call you to ask for money by gift card, wire transfer, crypto or payment app.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Someone calls claiming to be from American Express, your bank or a government agency and asks for an unusual payment, such as a gift card, wire transfer, crypto or a payment app.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Someone calls claiming to be from American Express, a tech support service or a retailer and asks for remote access to your device or account through a one-time password, verification code or American Express SafeKey code.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Scammers fake caller ID to show a trusted number. If you did not make the call, do not share account numbers, logins, your Social Security number or one-time passcodes. Hang up and call the number on the back of your Card.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Emails with false offers, such as paying off your account balance, ask you to share personal details like your Card number and security code.","source":"https://www.americanexpress.com/en-us/security/phishing-scam-awareness/","last_verified":"2026-10-12"}],"report_phishing":[{"id":"spoof-email","type":"email","label":"Report phishing emails or texts, or fake AMEX websites","value":"spoof@americanexpress.com","purposes":["fraud"],"notes":"The Security Center text shows this address, but its mailto link has a typo (americanexpress.oom). Type the address by hand.","source":"https://www.americanexpress.com/en-us/security/","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.923,"sources":{"primary":36,"reference":2,"other":1},"verified_from":{"page":24},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 39 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"American Express — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/american-express.md","markdown":"## In short\n\nAmerican Express has led J.D. Power's credit card satisfaction ranking for seven years in a row, and most disputes start online or on the customer service line. If a dispute fails, put the billing error in writing and then file a CFPB complaint; in the 12 months to June 2026, 26.2% of Amex CFPB complaints closed with relief. Amex is a national bank, so the OCC is the next rung. Small business card holders should know about Amex's 2025 settlement over sales practices. Amex says it will never call you to ask for codes, passwords, card details or your PIN.\n\n## How complaints actually go\n\n- A CFPB complaint goes to Amex for a response, generally within 15 days; a response after 15 days (or after 60 days if it asks for more time) is recorded as not timely. In the 12 months to June 2026, 136 of 11,629 Amex complaints (1.2%) were not timely. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=AMERICAN%20EXPRESS%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- American Express National Bank is supervised by the OCC. The OCC asks you to try the bank first; it cannot act as your lawyer, get involved in matters that are in litigation, or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n- A written billing-error notice obliges Amex to acknowledge it within 30 days and resolve it within two complete billing cycles (no more than 90 days). The notice must be in writing and reach the billing-error address within 60 days after the statement with the error was sent. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n\n## What tends to work\n\n- A CFPB complaint after Amex's own channel fails: in the 12 months to June 2026, 3,049 of 11,629 complaints (26.2%) closed with monetary or non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=AMERICAN%20EXPRESS%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Small business card holders who were told about rewards, fees or credit checks that did not match what happened can point to Amex's January 2025 resolution with the Justice Department and the Federal Reserve (about $230 million), which covered misrepresented card rewards and fees, credit checks run without consent, and false information entered on small business card applications from 2014 to 2021. [Payments Dive, January 16, 2025](https://www.paymentsdive.com/news/amex-federal-government-doj-allegations-credit-cards-small-business/737635/)\n\n## Traps and fine print\n\n- If Amex decides a charge was not a billing error, you owe the amount and the interest and fees that built up during the dispute. You get at least 10 days to pay before Amex can report it as late. [CFPB: Regulation Z 1026.13](https://www.consumerfinance.gov/rules-policy/regulations/1026/13/)\n- For an American Express savings account, provisional credit on a transfer error is not final. If Amex finds no error, it can take the credit back after it tells you the date and amount; it must honor your checks and payments to third parties for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n- \"Trouble using the card\" (583 complaints) and \"advertising and marketing, including promotional offers\" (502) are among Amex's ten most common CFPB complaint issues in the 12 months to June 2026. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=AMERICAN%20EXPRESS%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"AMERICAN EXPRESS COMPANY\": 11,629. Top products: credit card 5,436, credit reporting 2,929, debt collection 1,844, prepaid card 786, checking or savings 536. Top issues: incorrect information on a report 1,996, a purchase shown on a statement 1,818, negative or legal action taken or threatened 991, other features, terms or problems 915, the company's investigation into an existing problem 684. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=AMERICAN%20EXPRESS%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 11,629 complaints, 8,580 (73.8%) closed with explanation, 1,829 (15.7%) with non-monetary relief and 1,220 (10.5%) with monetary relief. 11,493 (98.8%) were marked timely. Data retrieved 2026-10-12. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=AMERICAN%20EXPRESS%20COMPANY&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Complaint data is not a statistical sample. The CFPB says companies sometimes select \"Closed with explanation\" even when the consumer got relief, and complaints returned as administrative responses are not published. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- J.D. Power 2026 U.S. Credit Card Satisfaction Study: American Express ranked first among national issuers for the seventh year in a row, with 668 points out of 1,000; the average for all credit card customers was 613. [FF News, August 17, 2026](https://ffnews.com/news/financial-stress-deepens-divide-among-u-s-credit-card-customers-according-to-jd--43c68b30) [ABA Banking Journal](https://bankingjournal.aba.com/2026/08/survey-finds-satisfaction-gap-among-credit-card-holders/)\n\n## Scams that target customers\n\n- Amex says it will never call you and ask for verification codes, logins and passwords, your card details or your PIN. [American Express: phishing and scam awareness](https://www.americanexpress.com/en-us/security/phishing-scam-awareness/)\n- Do not click links in a suspected phishing email; forward it to spoof@americanexpress.com so Amex can act to close the phishing link, then delete it. [American Express: phishing email FAQ](https://www.americanexpress.com/us/customer-service/faq.security-and-fraud.fraud-phishing-email.html)\n"},"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}