Consumer complaint received 2022-06-16
Company: AMERICAN EXPRESS COMPANY
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I made a reservation with AmexTravel with my American Express XXXX XXXX for a trip that was supposed to last from XX/XX/XXXX until XX/XX/XXXX. Unfortunately, on XX/XX/XXXX, I tested positive for XXXX and was unable to travel back home. I was notified by the XXXX XXXX XXXX XXXX that I was able to quarantine there as long as I paid for the stay. They told me it was okay to book through Amex XXXX again and to notify them once I made the reservation. 

After making a reservation for {$3000.00} I called the XXXX XXXX XXXX XXXX and they told me they did not receive the reservation. I then went back a few hours later to check for the reservation confirmation and recognized that I had booked the wrong hotel. This hotel was the XXXX XXXX XXXX in XXXX. 

Directly after I found out that I booked the hotel, I called Amex Travel to clarify that I had booked the wrong hotel. They told me that although the reservation was non-refundable, since the reservation was going to be canceled within 24, and that I wouldn't be staying there, they would refund the total amount. There were some discrepancies with reaching out to the hotel ; however, after 6 months, the XXXX XXXX resort told Amex Travel that it was okay to issue the refund. 

As I did continue my stay at the XXXX during my quarentine which was a total of {$3000.00} on top of my original payment for my original reservation, I found out that I tested negative for XXXX, 5 days into my assumed extra 10-day stay. With that, I was able to be released from quarantine and was able to cut my extra stay at the XXXX XXXX. The hotel told me that they would refund the extra part of my stay which would total {$1500.00}. The hotel refunded this amount to my card. 

I realized that I never received my refunded for {$3000.00} from Amex Travel. There has been 6 months of correspondence, and 6 months of representatives from American Express XXXX XXXX and Amex Travel stating that they refunded the total amount. But I have also received correspondence that they credited, and then billed back {$1500.00}, this half back to me stating that I was no longer disputing the amount which I never disputed. I disputed the total amount I also got correspondence that half of a refund for {$3000.00} has been refunded to my account but I am not being told why only half of that amount has been credited to my account. I continue to be told that my issue would be solved within 14-30 days ; however, it has been 6 months. Every time I am told that the issue has been solved, it has not been solved.

In total, I should have been refunded approximately {$4500.00} from Amex Travel and I have only received {$1500.00}.

I pay {$700.00} a year for this card and I should not be receiving such a hard time for a charge that vows upon excellent credit card service. I have never had an issue like this with credit cards that I pay {$0.00} a year for and this is extremely disappointing, especially since I have been charged interest for these charges over the past six months.

Company response to consumer: Closed with monetary relief