Consumer complaint received 2020-05-18
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 used AMEX to cover a service provided locally due to the safeguard that it usually is for its users. The poor service received was disputed 5x times with American Express. All to no avail.. here is a breakdown of how this horrible experience has gone. Reason for initial dispute : service was not as promised, harmful service and negative experience. ( all which are covered under consumer credit law ) Evidence : statements, veterinarian letters, pictures, and detailed timeline of occurrences. During the first charge back I contacted Amex dispute department and was told the merchant had not responded and I was most likely going to receive a resolution in my favor. The final day before the dispute was resolved, I was advised Amex sided with the merchant because they received proof that my request was invalid I was not provided a further explanation but was told I could reopen the dispute I did so. After opening a new dispute I was told it could take 6-8 weeks for a resolution and I provided once again all the proof ; statements with a timeline, pictures, notes from doctors, etc. to prove my case. Every so often I would login and check the status of my dispute since I never received notifications or updates regarding its status. I realized it had been denied again during one of these random moments of checking the status of the of the dispute online. I once again opened up a new dispute. During the final chargebacks I contacted Amex dispute center and was told that my dispute held no validity and was a false claim. I was told an email was sent to me stating this and that consumer credit law did not apply to false claims and I would be unable to continue with my dispute. I asked where the proof of the false claim was and why I had not received the email, they would not verify what email they had been sending this information too neither could they prove that my claims were false. I review consumer credit law and it does protect a consumer against a merchant for a negative/bad experience or an un-promised service. I was told I had to sue the merchant in small claims court for the amount disputed and that Amex could no longer help. So not only did I have a negative experience with a poor service which was provided by the company in question with the charges, but now AMEX resorts to telling me that I am making false claims when they themselves failed to provide any outreach during this process. I have had to file 5 disputes for this charge alone and received no communication when the disputes were closed and no explanation of the process until I have reached for clarity, of which I have still not received. There was never any mailed communication regarding my disputes or card in reference to this concern. And Im being told that I opened emails that I know I never received. The customer service with  Amex has been horrible in addition to all the stress I have already dealt with.

Company response to consumer: Closed with explanation