Consumer complaint received 2023-06-19
Company: AMERICAN EXPRESS COMPANY
State: FL
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 filed a dispute with American Express related to a charge from XXXX in the amount of XXXX billed don XXXX XXXX, 2023. It was for a Hotel Reservation ( XXXX XXXX ) while I traveled to XXXX XXXX. I am disputing the transaction for a second time with American Express because the Hotel Manager agreed to CANCELREFUND my reservation due to the fact that the HOTEL POOL was under renovation. This information was not posted by the Hotel at the time I made the reservation. I was sent after the reservation was made via email. I never made it to the Hotel and decided to book another hotel. 

The dispute was reopened by American Express and this time I uploaded ll the documentation to back my case. I hope this time they make the right decision. 


Below is the full content filed with American Express : //////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// Please, READ WELL and UNDERSTAND the nature and details of my dispute. It happened while traveled to XXXX XXXX and some communication from the Hotel is in XXXX, so you need to UNDERSTAND XXXX to follow through properly. 
I expect that you will handle this case fairly and will not side with XXXX. To protect myself this second time a case has been filed with the Federal Consumer Financial Protection Bureau. 

The communications with the Hotel Manager related to this dispute are in XXXX LANGUAGE Mostly. Since most Americans sadly only speak English, you will surely need an interpreter who fortunately speaks XXXX  or use XXXX translator. 

DO YOU JOB PROPERLY AND PROFESSIONALLY!!!!! ITS MY MONEY ON THE LINE HERE!!!! 

XXXX/XXXX/2023 ( XXXX XXXX XXXXXXXX local CR Time ) Attachment # 0 RESERVATION  While traveling in XXXX XXXX I made a Hotel Reservation using XXXX, Itinerary # XXXX for 1 night stay at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX/XXXX/2023 @ XXXX local ( XXXX EST ) totaling US XXXX 
XX/XX/2023 ( XXXX XXXX EST ) ATTACHMENT # 1 Received an email from the Hotel AFTER RESERVATION WAS MADE stating that the MAIN POOL will be under RENOVATION. I didnt like the fact that they didnt provide the information upfront and it was a DEAL BREAKER since there were other Hotels available that I would have chosen if I was made timely aware of that LIMITATION during the reservation process. 

I called the XXXX XXXXXXXX  ( Phone. XXXX XXXX XXXX ) in the afternoon ( around XXXX local time ) and spoke with XXXX XXXX ( Reception ), asked him to CANCEL THE RESERVATION DUE TO THE POOL RENOVATION ISSUE and he stated that he will speak to the Hotel Manager next day morning ( XXXX  XXXX XXXX local Time ) and will call me back. 

I called XXXX XXXX XXXX XXXX  Local TimeXXXXXXXX EST ) and explained them the situation. It was a long 43 minute call that might cost me more than the US {$96.00} REFUND I am claiming. The Reservation Agent ( XXXX  ), while I was on the call, Called the Hotel and asked them to CANCEL & REFUND the reservation from their end so I could get the REFUND. She sent the request in written to the Hotel and al she updated my the CASE # XXXX XX/XX/2023 ( XXXX XXXX  Local Time/ XXXX EST ) ATTACHMENT # 2 Used XXXX XXXX email ( Virtual Agent ) and sent XXXX XXXX ( Hotel ) a message so both XXXX and I had a record of our conversation. 

XX/XX/2023 ( XXXX XXXX  Local Time/ XXXX EST ) I called the Hotel ( phone call ) and spoke with XXXX XXXX directly . He verbally stated that the Manager AGREED to CANCEL & REFUND the Reservation ( even if it was not refundable ) due to the POOL RENOVATION ISSUE ). He stated that they ( Hotel ) didnt want me to feel uncomfortable with all the workers around the renovation area. He stated that he was working with XXXX replying to their request to CANCEL and REFUND. 

XXXX/XXXX/2023 ( XXXX Local Time/ XXXX EST ) ATTACHMENT # XXXX & # XXXX XXXX XXXX ( Hotel ) send me a message ( IN XXXX ) via XXXX XXXX email ( Attachment # XXXX ) stating that I needed to contact back XXXX for the cancellation since they were unable to do it from their end due to technical issues. The message states that XXXX will give you and answer and XXXX XXXX has not charged my Credit Card up to this moment. 

I tried to call XXXX, but I was unable to get in contact with them and also experienced the same issue as XXXX XXXX ( as Unexpected Error has Occurred ) both over the Phone and XXXX XXXX XXXX ( Virtual Agent ). 
Notice that all communications with XXXX and Hotel where BEFORE XXXX LOCAL TIME ( Hotel Check-In Time ). It is NOT MY FAULT in any way that XXXX was unable to properly communicate with me or XXXX XXXX due to their technical issue ( XXXX IS A BIG PIECE OF XXXX! ). 

I DEMAND MY MONEY FULLY REFUNDED ( US {$96.00}. ) ITS NOT YOUR ( AMEX ) MONEY OR XXXX MONEY ON THE LINE HERE!!!!

Company response to consumer: Closed with monetary relief