If you think a charge or an amount on your Billing Statement might be incorrect, you should make a few quick checks before you contact American Express. These often resolve an apparent mistake or rule out attempted fraud:

• Search online to check the Merchant name on your statement isn’t another name for a merchant you’ve made a purchase from
• If it’s an online purchase check your email inbox and junk folder for an email confirmation from the company
• Is it a monthly or yearly subscription?
• Check the exchange rate used, if the charge is not what you expected
• Contact the Merchant listed on the statement directly. Often this is the quickest way to check and resolve any issue
• Ensure the transaction is not pending, as pending transactions can’t be disputed. We recommend that you allow about four business days for the charge to appear in your Processed Transactions before raising your dispute.
• Collect relevant documents like receipts, invoices and any communication with the Merchant.

If after making these checks you still don’t recognise the charge, you can raise a dispute, which we’ll work with you to resolve as quickly as possible.

We may need to ask you for proof that you have contacted the Merchant in an effort to resolve your dispute. Investigations can take up to 6-8 weeks, and we’ll let you know if we need you to provide supporting documentation. We’ll notify you by email or send a letter to your billing address to confirm once your billing address once your dispute has been resolved and closed.

Raise a dispute using Online Services:

• Navigate to your American Express® Account’s activity page by Logging in at this link.
• Select the charge you want to query from your statement page and click on a Merchant name in the Description column to show the transaction details
• Select ‘Dispute this charge’
• Answer the questions provided to reach confirmation that a dispute has been submitted. 
• You can then see the status of your dispute in your disputes activity and cancel this at any time

Raise a dispute using Online chat:

Chat with us by logging in using your User ID and Password and our Chat Customer Care Professionals will set up your dispute for you.

Raise a dispute by telephone

If you can’t use our Online Services, contact us and our Customer Care Professionals will set up your dispute for you.

You can dispute a charge for the following reasons if reconciling the issue with the Merchant first has not resolved the issue:

• If you don't recognise the charge
• If you don't agree with the charge amount, or you have been billed more than expected
• If you have been charged more than once for the same purchase
• If you have cancelled or returned the purchase
• If you haven't received the goods or services, or the business cancelled your goods or service
• If the received goods or services are not as described
• If you paid with a different method of payment
• If you'd like the documentation for your personal records
• If you want to cancel a recurring billing charge, or you cancelled a monthly or recurring billing charge but you're still being billed after the cancellation date

If you have unrecognised charges from multiple Merchants, please call the number on the back of your Card as soon as possible.

Did you contact the merchant first?

Contacting a Merchants customer service directly is the fastest way of resolving a dispute and getting a refund. Our investigation process may take up to 6-8 weeks.