Consumer complaint received 2022-12-19
Company: AMERICAN EXPRESS COMPANY
State: NY
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 was looking to book an XXXX XXXX for 45 days in XXXX. I was messaging with the host asking questions and decided it was not the right spot for me. I put the phone down and left the room. When I came back I had a purchase alert from American Express saying I had just booked the XXXX XXXXXXXX. I don't know if I accidentally hit a button when I put the phone down or if my grandson grabbed it an accidentally booked it. I IMMEDIATELY messaged the host ( a large management company ) that this was done in error. It was a charge of {$7900.00}. I could not get a response right away from the host. The cancellation policy stated no refund for the first 30 days so I knew that unless the host or XXXX XXXX would make a concession, that technically I was responsible for the payment. So I also immediately contacted XXXX XXXX and immediately contacted American Express and explained the situation. The charge was pending at that point. I was instructed to call when it posted and I could dispute the charge. 

On XX/XX/XXXX I called to dispute the charge. I talked to the rep and the call was recorded. He went through the dispute process and told me the charge would come off my account while in dispute and I would have a final answer in 14 days. I explained that I needed a place to stay and had to rebook something else within the next couple of days. I very clearly stated that I didn't want to book something else if there was a chance I would be responsible for this XXXX XXXXXXXX charge. I was told by American Express that I had nothing to worry about. As long as I do not actually stay in the XXXX XXXX I would be fine. He went on to tell me Amex has many very powerful attornies and I had nothing to worry about and should go book another place. I actually clarified more than once that technically the cancellation policy stated I was not due the refund and he assured me that was not a problem or concern. 

So on XX/XX/XXXX I booked another XXXX XXXX. 

I've had at least 10 subsequent follow up conversations on this issue. The dispute came back and Amex said I am responsible for the payment. I called back several times. Had reps review the recording and admit that I followed the direction I was given by Amex. All they have been willing to do is " counsel '' the employee on his error. And they are holding me responsible to pay the {$7900.00} charge. I have explained to them over and over again, and am backed up by recordings, that I would have never booked another place if there was a chance I was going to be responsible for the charge. 

I feel scared and like I don't know what to do next. Its hard to imagine I can go up against American Express and win, and yet this has put me in a terrifying financial situation and don't know what to do next. I'm hoping you can provide me with some direction on what I can do. This feels like it should be illegal. I don't understand how a financial institution isn't responsible for the direction or information they provide their customers. 

I see I'm supposed to provide documentation. The company has all of the recordings. I asked for transcripts or access and was told I can't have that.

Company response to consumer: Closed with monetary relief