Consumer complaint received 2019-11-11
Company: AMERICAN EXPRESS COMPANY
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
One of the benefits on my XXXX  XXXX  American Express Business Card is that the credit card offers a " Return Protection '' benefit. I made a purchase from a merchant called XXXX for come computer parts on XX/XX/2019. These computer parts were sold as new and were priced at a good deal, but XXXX had a no return policy for these computer parts. I solely decided to purchase these parts on my XXXX  XXXX  American Express Business Card because of the Return Protection benefit. It was the piece of mind that I'd have my money back if I didn't like/needed the computer parts, I could return them to American Express. I have only heard good things about the Return Protection benefit, so I thought this would be a good opportunity to use this benefit. 

I received the computer parts around XX/XX/2019. During those eight days, I found superior computer parts for my needs and wanted to return them. I immediately attempted to return via XXXX, but they stood by their no return policy. Therefore, I started my claim with American Express 's Return Protection benefit. My claim number for the Return Protection benefit is XXXX. 

I have been going back and forth with American Express for two months now and I'm still out of the {$350.00} I have paid for these parts. With the holidays approaching, the fair market value of these parts are declining. I could have sold these locally to another buyer instead of going through this process with American Express, but I did not want to disrupt the claim process. 

As of today ( XX/XX/2019 ), I made a follow up call with American express for the status of my Return Protection claim. The customer representative told me that I will have to wait until XX/XX/2019 to hear a decision. I'm sitting on inventory that is declining in value each day I'm waiting for a decision with American Express. I would not have utilized their Return Protection benefit if I knew the process was this slow. Below is a brief timeline of events : - XX/XX/2019 : Originally purchased computer parts with their warranty. Found a better deal with superior components, so wanted to return these right away. However, XXXX stood by their no return policy - XX/XX/2019 : Filed return protection online with American Express. 

- XX/XX/2019 : Got an email asking for invoice, credit card statement, refund request, etc. Sent over all related documentation regarding the purchase - XX/XX/2019 : Got an email stating they're reviewing my claim. 

- XX/XX/2019 : Claim was denied. It was because I included the warranty as part of my claim. Per American Express 's policy, warranty costs are not covered. I have since been refunded on the warranty portion, but could not return the computer parts. Uploaded a letter explaining that I'm seeking Return Protection just on the two items, excluding the warranty now. 

- XX/XX/2019 : Got an email stating they want me to complete another Refund Request form, but they did not include the refund request form for me to fill out. 

- XX/XX/2019 : Called the number and requested the form. They can not send it directly as the most they can do is reach out to the adjuster to send the form. Told me to wait 24-48 hours before receiving the Refund Request form. 

- XX/XX/2019 : Received another email asking to complete the refund request form. The form was still not attached. I had to find their refund request form online and adjust it to my particular claim. Submitted the information and was informed to wait 10 business days for a decision. 

- XX/XX/2019 : American Express customer service rep told me to wait until XX/XX/2019.

Company response to consumer: Closed with monetary relief