American express cardholders who have an unexpected credit

We use Toast as our point of sale and also our processor for credit card payments. Since October 2024, Toast and American Express have been unwilling to resolve a problem where if you eat anywhere Toast is used as the POS, you'll see that charge but also a pending credit from our restaurant which will eventually fall off. 

Our restaurant and staff have been inundated with phone calls and emails and even negative online reviews due to this error. We are a small restaurant and are unable to fight the large companies and our desperate calls for help have thus far gone unanswered. American Express says call Toast. Toast says call American Express. We have provided tons of information on these, from screenshots from users to all the details we can provide.

The pending credit is confusing of course. Rest assured we haven't charged your card and the pending credit will disappear eventually. We have no record of the charge or credit. We are hoping this FAQ will aid in reducing the amount of calls and emails we get about it and to help you get clarity without having to go through a lot of trouble.

You can find a whole reddit thread on this topic here.    

If you're in Warrenton, stop in and have lunch or dinner to support a small local business just trying to survive in these times!