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Stage 1 - VERIFY YOUR CONCERN
Stage 2 - YOU CONTACT AMERICAN EXPRESS
Stage 3 - WE HELP
Stage 4 - WE CONCLUDE
 
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.

To learn more about opening a dispute case, please click the "next" button at the bottom of the page.
 
REQUEST SIGNED SUPPORT DOCUMENTATION
If you are unsure about the charge in question and do not necessarily want to open an official Dispute case, you can call Customer Service and request Signed Support documentation. This means American Express will contact the merchant on your behalf and attempt to obtain the required documentation, such as a copy of the original signed receipt.

Signed Support is useful if you want to review and verify the details of the charge. This documentation must be requested within 90 days of the date of your statement showing the charge in question and usually follows the same timelines as a Dispute investigation (listed above). With a Signed Support request, payment for the charge is still required. If you request Signed Support and later decide you would like to open a Dispute case, you can still do so as long as your request is within 30 days of the date printed on your Signed Support notification letter.
 
CONTACT THE MERCHANT DIRECTLY
If you are not interested in the above options, you are outside of the time frames outlined above, or if we conclude that the charge was authorized, you can always consider contacting the merchant directly. Often this can be the fastest way to get the answers you're looking for. If you are unsure of the merchant's contact information, call us – we may be able to help.
 
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.
 
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