Consumer complaint received 2018-11-02
Company: AMERICAN EXPRESS COMPANY
State: CO
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 contacted American Express on XX/XX/XXXX to dispute a charge which occurred on XX/XX/XXXX in the amount of {$1900.00}. I disputed the charge on the grounds that when XXXX was temporarily shut down by the FTC on XX/XX/XXXX, I could not access all of my " Guaranteed Lifetime Access '' Training and I had paid for THREE all-inclusive 5-Star Resort Training Seminars ( 4, 6, 10 Days ) which I could not receive because they were under a Temporary Restraining Order by the FTC. 

On this first call, I was told that I needed to submit my dispute online. 

I submitted my official online claim on XX/XX/XXXX - After I found out the FTC had shut XXXX down permanently on XX/XX/XXXX. ( I waited to initiate a second contact with American Express for the permanent shut-down notice because it would be easier for the investigators to work on acquiring a chargeback once the shut down was permanent. ) I received a confirmation ( and case number ) that my dispute had been initiated and no payments or interest would accrue throughout the 6-8 week investigation. 

I sent them documents proving my claim that I was disputing the charge because XXXX was permanently shut down by the FTC on XX/XX/XXXX which meant that I no longer can access the " Guaranteed Lifetime Training '' nor will I be able to take the already-paid-for all-inclusive 5-star resort training seminars in XXXX XXXX and XXXX. 

There was no other communication other than when I checked on the status of the dispute on XX/XX/XXXX. 

On XX/XX/XXXX, AmEx informed me that they " closed '' my dispute because the merchant had not responded ( in just 30 days XXXX. They did not pursue a chargeback effectively. They did not start an investigation. Other companies I have worked with have said if XXXX does not respond with 30-45 days, the temporary charge is permanent. Not American Express. They sent one message to XXXX and when they didn't hear back right away, they closed the dispute. 

I contacted American Express via Live Chat on XX/XX/XXXX to ask them to reopen ( and reapply some effort ) to my case. I was informed they did this as a " courtesy '' the first time due to the the amount of time since the charge, but they put little to no effort in. They did not follow up, they did not investigate, they did not represent me at all. 

I asked for a supervisor and he told me they would not reopen my dispute and that their " dispute/investigation team '' said I should contact the merchant. I explained SEVERAL times that the merchant was shut down permanently by the FTC on XX/XX/XXXX and there was no way for me to contact the merchant - There is no phone, website or any other way for me to contact them! I need the credit card company to initiate the chargeback for me with XXXX bank AND actually put some effort into it! 

I asked the " Customer Service Supervisor '' how I could communicate with the " dispute/investigation team '' and he said there was no way for me to do that. How am I supposed to talk to someone about the specifics of my case ( updated since I submitted the initial dispute documents ) if I am not allowed to talk to the " team '' that is supposed to be representing me? 

There is new information and additional documentation regarding my case, but since they sent a " courtesy inquiry '' one time, 30 days ago, with no follow up or effort, I am left to pay for something I should not have to. 

Other credit card companies have successfully acquired chargebacks for this situation, but American Express did not really even try! 

I have included a copy of the Live Chat here for review.The whole conversation hardly makes sense. Every " Customer Service Rep '' has a different answer to everything. 

Federal Law Regarding XXXX Bank Responsibilities : " Federal laws mandate that acquiring banks must pay all chargebacks even if the merchant is not able to do soThe banks obligation to pay chargebacks stems from Regulation Z promulgated under the Truth in Lending Act and Regulation E of the Electronic Fund Transfer Act. See 12 C.F.R. 1005.11, 1026.12 ( c ), & 1026.13 '' ''

Company response to consumer: Closed with explanation