If none of the possibilities in Stage 1 applied to your inquiry, you should contact us as soon as possible.
What happens next depends on what you would like to do and how recent the charge in question is. Here are the options available to you:
OPEN A DISPUTE CASE
If you are definitely certain that you did not authorize the charge in question and would like American Express to begin an investigation, you can call Customer Service and request to open a Dispute Case. This means:
The charge in question will be suspended until the investigation is resolved. This will appear on your statement as a Suspension of Disputed Charge.
A letter confirming that an investigation has been opened will be sent.
Domestic investigations take approximately 4-6 weeks.
International investigations take approximately 6-8 weeks.
A resolution letter will be sent with supporting documents (if charge is valid) after the investigation close date.
In order to open a Dispute Case, your Cardmember Agreement requires you to notify American Express within 21 days of the date of your credit card statement with the charge in question (or within 25 days if you have a charge card). If you fail to notify us within this time period, we may not be able to investigate the charge and you may have to consider one of the other options listed below.
You can always contact the merchant directly. Often this can be the fastest way to get the answers you're looking for. To retrieve the merchant contact information, simply refer to your card statement. If this information is not present on your card statement, please feel free to contact us and we may be able to assist you.
To learn more about opening a dispute case, please click the "next" button at the bottom of the page.
To initiate one of the above requests or ask questions about our Disputes process, please call our Customer Service Representatives. They're available 24 hours a day, 7 days a week. You can find our Customer Service number on the back of your American Express Card.