American Express - Horrible treatment towards a 30+ year customer.
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On 9/15/25, I sent Taylor a follow-up email requesting copies of all 2025 emails Guardio claimed to have sent me and received from me regarding renewing my account. Taylor responded that she was unable to provide copies of emails sent or received, but she was happy to clarify any information related to my subscription renewal or answer any questions I had.
I replied to Taylor, “To clarify, according to your response, Guardio has nothing in writing from me authorizing you to charge my American Express credit card ending in 72008 for your services in 2025.” I never heard from Taylor again.I checked my emails and located a 9/14/25 email from someone named Ben from Guardio. Ben indicates that they are unable to take action until their (American Express) decision is finalized. Meanwhile, Ben cancelled my subscription.On 9/15/25 I sent Ben a responsive email informing Ben that American Express had made their decision and asked him to reverse the $119.88 charged against my credit card by Guardio. As proof, I attached a copy of American Express’ final dispute decision letter to Ben’s email.On 9/17/25 I again sent Ben an email outlining what steps I expected Guardio to take to settle the unauthorized charges made against my credit card.On 9/21/25 I received an email from Ben in which he indicates that I was only charged once in May 2025 for $119.88 and that charge was still under dispute with my card holder to be reviewed in the next 31 days.
“Once the dispute is resolved, and if the decision is made in our favor…we’ll be able to issue a refund for this payment.”On 10/7/25 I appealed the American Express original dispute decision based on new information. I wrote American Express a letter which I attached to my appeal along with Ben’s email indicating he would refund my money once he heard from American Express.
I told American Express I was done playing games and since I paid them in full, I wanted them to reverse their dispute decision and refund the full amount of $193.88. I also informed them that Ben had canceled my account.On 10/8/25 I received notification from American Express that they were standing by their original dispute decision.
In July 2025, I became aware that Guardio had again used my business card ending in 72008 in May 2025 to charge for the same services they fraudulently charged me for back in 12/23. I also became aware that American Express had charged late fees against my business card for my failure to make a payment towards Guardio's May charge. I was unaware my card had been used.
I immediately contacted American Express and filed a dispute for the May Guardio charge and the American Express fees. I indicated in my 2025 dispute that the Guardio 2023 dispute settled in my favor. I asked why I would allow Guardio to again charge for services I did not request or authorize, and more importantly, why was my business card still active. I also requested American Express reverse all late fees against Guardio's 2025 charge, considering I have been an American Express customer for over thirty years and never failed to pay my account in full each month and incurred no late fees for over thirty years.
In September 2025, American Express denied my dispute. They indicated I failed to request cancellation prior to Guardio's May 2025 billing. Furthermore, according to Guardio's policy, cancellation must be done before the subscription renews by contacting their customer support team or by logging on to their website. American Express suggested I reach out to Guardio for a mutually agreeable resolution.
I immediately called American Express and asked them if they received written evidentiary documentation from Guardio supporting their contention that I had authorized service or given them permission to charge my credit card. I asked American Express to send me a copy of all documents related to their decision from Guardio. What I received was an unreadable Transaction Receipt and a copy of Guardio's policies. I again called American Express requesting they provide a readable Transaction Receipt. As of October 2025, American Express has failed to fulfill my request.
On 9/3/25, I paid the full balance of $193.88 to credit card account #72008. This payment was applied toward the Guardio charge and American Express fees.
On 9/9/25, I sent Guardio a letter with an outline of my concerns. I received an email from Taylor from Guardio indicating my message was escalated to a specialist on our team for further review. I later spoke with someone from Guardio about what documents they had indicating I signed up for their service or allowed them to bill my credit card. I was told they would only have emails.
User's recommendation: Avoid American Express.
Monetary Loss: $194.
Preferred solution: Full refund.
American Express Cons: Non-existent customer service or customer loyalty.
Location: Bellingham, Washington
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Comments
Please avoid publishing any personal information and promotional content
No one is going to read all of this. Secondly, NO ONE CARES about you or your 35 years of doing anything. Only old people think that this is some kind of super flex.