Where has this charge come from?
Stage 1 - VERIFY YOUR CONCERN
Stage 2 - YOU CONTACT AMERICAN EXPRESS
Stage 3 - WE HELP
Stage 4 - WE CONCLUDE
 
Unfamiliar transactions on your statement happen for a number of reasons. Here are some of the most common possibilities. If none of these seem to be the reason for the transaction you're questioning, we'll look into it for you.
 
HOTEL CHARGES
Is it possible that someone else booked a room for you?
 
Perhaps your personal assistant or travel coordinator may have made the reservation and your plans subsequently changed.
 
Is it possible that the hotel required payment in advance?
 
Sometimes hotels charge the reservation to your Card in advance. This is typically the case when booking through third-party travel agencies online.
 
Were you planning a stay in this town/city/area at any time? Were you attending a conference?
 
Often, hotel bookings are billed under the name of the hotel chain rather than the individual hotel.
 
Did you cancel a hotel reservation?
 
You may have incurred a cancellation charge. Hotels may bill for a reservation cancelled outside of their cancellation policy.
 
 
INTERNET CHARGES
Do you use your Card on the internet? Or does anyone in your household, office or company have access to your Card?
 
If not, please click the next button for details.
 
Did you order anything on the internet for the amount stated, even if you don't recognize the name of the company?
 
Many companies use other, separate companies to collect payments made online. Therefore, the name appearing on your statement may in fact be that of a third-party online payment provider.
 
Could it be that you entered into a free trial period or annual subscription for an online service provider?
 
Many service providers' terms and conditions allow them to automatically collect subscription charges if you don't cancel within the specified time limit (e.g. 3 month trial period). Be sure to read the service provider's contract regarding their cancellation policies.

If you have cancelled the service, be sure to ask for a cancellation number.
 
Do you have an anti-virus program or online subscription that is renewed automatically by the service provider?
 
If this is the case, the charge in question could be your anti-virus software company or a third-party online payment provider that they use to process the online payments.
 
 
OTHER
Do you recognize the amount, but not the name of the company?
 
Some companies are registered under their legally incorporated name rather than the business name that you may be familiar with. The legally incorporated name may be the one on printed your statement.
 
CAR RENTAL CHARGES
Could it be that you pre-booked a car rental for a future date?
 
Some companies may charge a holding non-refundable deposit to your Card. If you then cancel the reservation, this deposit may be forfeited.
 
Any extra charges incurred?
 
Extra charges on your bill may include extra mileage, gas, damages, late returns, car insurance, child seating, toll road or highway usage and traffic violations/tickets.
 
Have you provided your Card details as a guarantee for someone else's car rental?
 
Charges will be applied to the guarantor's card unless alternate payment is specifically requested.
 
Did you pay for your car rental with a voucher?
 
Usually, vouchers only cover the cost of the car rental itself – not insurance, gas or any other service charges that may apply. In this instance, these costs may have been charged to your Card.
 
 
Haven't found the answers you need? Get in touch with us – click the next button for details on how.
 
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