Consumer complaint received 2019-02-01
Company: AMERICAN EXPRESS COMPANY
State: VA
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:
I entered into a contract with XXXX ( web development company ) and funded a contract with the amount of {$5400.00}. Due to outside circumstances ( delays, poor performance ) we canceled the contract on XXXX. This was consulted by XXXX dispute team and American Express. The balance of the contract was {$2700.00} which we tried to recover on XXXX and via American Express dispute. After multiple attempts XXXX  advised moving to arbitration ( AAA ) with an additional fee of {$290.00} and after a call to American Express on XX/XX/2018, by the customer rep on a recorded call they said not to pay the arbitration cost and American Express will handle the dispute. On XX/XX/2018, I was notified that we lost the dispute citing that the other party on XXXX paid for their portion of the arbitration. The funds in total were distributed to the other party due to the American Express rep. American Express needs to consult the XX/XX/2018 call recording with XXXX where he states that we should not pay the {$290.00} arbitration fee. We seek American Express to credit our account in the amount of {$2700.00} as it was under their advice on a recorded call from XX/XX/2018, that we did not enter into arbitration thereby losing the money we had in our escrow account. This is evidenced by the recorded call and the letter attached from American Express dated XX/XX/2018. We have now opened three disputes with American Express. American Express acknowledged on a recorded call I am in possession of that the call from XX/XX/XXXX exists and to seek 3rd party legal help. Please see attached documents for timeline and resolution from American Express that we dispute. From the previous dispute, American Express acknowledges that they " found we could have more clearly explained how the dispute process works. We apologize for any misunderstanding you may have experienced as a result of this matter I am glad this is a {$2700.00} teachable moment for American Express. If this is such a misunderstanding why will they not release the call to the CFPB and or myself as stated here, " Phone call recordings and/or transcripts, if available, are business records of American Express that can only be provided in response to a lawfully issued subpoena. " American Express knows that they offered the wrong advise even when point blank asking if we should pay the arbitration fee, they then said no on several calls not just the XX/XX/XXXX call. I have been a customer for 14 years, you lost me and everyone I know now. 

American Express references a call constantly as per the two previous complaints yet fails to realize and understand the call in which we spoke to a supervisor was after the cut off date for arbitration which is even shown in the documentation sent from XXXX to American Express for their dispute records.

Company response to consumer: Closed with explanation