Consumer complaint received 2021-08-29
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:
This is another clear example of how American Express simply assumes their customer is wrong, taking any kind of documentation from the merchant as absolute truth. 

On XX/XX/XXXX, I purchased a cruise from XXXX XXXX for a total of {$1000.00} sailing on XX/XX/XXXX. 
On XX/XX/XXXX, I purchased the flights, from the cruise line, for a total of {$28.00} departing ealy on XX/XX/XXXX ( to reach the port for the cruise ). 

On XX/XX/XXXX, the cruise line notified us they cancelled our cruise and we would have until XX/XX/XXXX to select another cruise or we would be automatically refunded in full, including the flights. We never made any alternative arrangements, waiting for the refund. XXXX XXXX also published the cancellation online in a list, that American Express could easily see : XXXX XXXX XXXX XXXX XXXX Not surprisingly, they did not process the refund automatically. 

On XX/XX/XXXX, because I'm aware of so many reports of cruise lines delaying refunds and because they did not provide any confirmation the refund is processed, I placed a dispute of the charges and specified that the cruise was cancelled. 

Important to note that American Express notified me that the investigation has been completed, and that I had both of disputed amounts credited. The dispute has been closed. Strangely, to create confusion, American Express says the merchant can still dispute the decision and the credit can be reversed. To me, this does not mean the investigation has been completed and that the dispute is not really closed. 

On XX/XX/XXXX, American Express sent me two messages saying the cruise line provided documentation that the charges are valid, and American Express rebilled my account. The documentation provided by XXXX XXXX  is nothing more than screenshots of my reservation full of codes that we can't really understand. I'm sure one of these codes state it was cancelled. There is no arguing about if it was cancelled - this sailing is listed as cancelled in their website, I received notification it was cancelled, my reservation online shows as cancelled. I should have been refunded days ago, in full, automatically, and promptly. 

This is incompetence from both ( huge ) businesses. 
Incompetence from XXXX XXXX  : not only the cruise is listed as cancelled in their website ( my reservation page and also in a list they keep online ) but they also notified me by email ( attached ) it would be automatically refunded. How is it possible that their billing department does not see it has been cancelled and ask American Express to rebill me. In fact, their billing department was supposed to have refunded me already. Clearly, they simply automatically submit these screenshots whenever there is dispute, not checking the dispute reason. This is fraud. 

Incompetence from American Express : absolutely zero investigation, accept whatever the cruise line provides, and immediately assume I'm lying or wrong. The cord always break on the weakest side. This is absolutely poor service, at minimum. American Express should take a couple of hours to investigate, and not just automate like that. 
I also would like to report that a year ago I had a dispute against a hotel, and the hotel submitted a reservation of somebody else, paid with their card ( not mine ) as a proof my charge was valid, and American Express ACCEPTED it and rebilled me. Absolutely horrendous service. 
Automation, or laziness, is killing any respect I have for American Express. Don't blame the merchant, American Express is responsible for checking the documentation, and not just save it and rebill the account. Irresponsible work. 

Two huge corporations, with combined incompetence, unrightfully bills the customer for an inexistent service/product. 

All that, just to receive my money back for something that no longer exists. 

PLEASE TAKE NOTICE at this point I am requesting not only both disputed amounts credited, but compensation for this incompetence. If I'm not compensated, this will be taken to court even after being fully refunded. This was a double mistake rebill, and both XXXX XXXX  and American Express made mistake in reviewing my dispute.

Company response to consumer: Closed with monetary relief