Consumer complaint received 2019-08-23
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:
Complaint : American Express isn't resolving a disputeabout a purchase on my statement Chargeback reason : Received goods and or services that are different than the written description provided by the merchant at the time of purchase On XX/XX/2019 I purchased a round trip Business Class Airline ticket for my Fiance. 
I reviewed XXXX XXXX travel classes and selected business class based on the criteria listed on your website which included the following : the full sleeper flat bed, XXXX seat width, and fully movable headrest. Based on the dates of travel and flight availability from XXXX  to XXXX, I selected business class flights with a connection ; however, XXXX XXXX pulled a bait and switch and provided economy seats Calls to XXXX XXXX customer service did not get resolution. On XX/XX/2019 I sent formal complaint to XXXX XXXX ( please see attached ). On the same day I received auto generated reply stating that they would be in touch with me shortly. I spent almost XXXX weeks reaching to XXXX XXXX asking for assistance and resolution. 

On XX/XX/2019 I contacted American Express and invoked my consumer billing rights, and requested that a dispute be initiated for XXXX XXXX Transaction, and {$2500.00} was placed into dispute. I provided American express extensive details and supporting documentation, which has been included with this complaint. 

On XX/XX/2019 I received a letter from American Express stating they are rebilling my account because XXXX XXXX provided a copy of the receipt stating " please be advised that this is the best copy of documentation that we could obtain from the merchant ''. I immediately contacted American Express billing dispute and shared concerns that a determination was made with investigation into the specific concerns of receiving goods or services that are different than the written description provided by the merchant at the time of purchase. I insisted on the dispute be reopened and investigated. So, the dispute was reopened. 

On XX/XX/2019 I received a letter American Express stating that they are rebilling my account because there is no recourse, referencing supporting documentation that was. provided in the XX/XX/2019 letter. This was the second time, the billing issue was not investigated. How can a conclusion be made when there was no research or information reviewed from the merchant? The information that I provided to American Express for the dispute investigation has overwhelming evidence to support that goods were different than the written description provided by the merchant at the time of purchase. Where is the information and documentation that XXXX XXXX provided to American Express, that led to the determination of rebilling me for transaction? 

The reason I reached out to American Express for help is because XXXX XXXX was unresponsive. Not only did American Express fail to investigate this twice, a conclusion was reached with no documentation review or analysis from the merchant, but now they recommend that I made additional attempts to contact an unresponsive merchant. This leads me to think that XXXX XXXX made empty promises of resolution to American Express to extend this matter past the 120 days established by American Express, knowing that the credit company will not help after this 120 day deadline.

Company response to consumer: Closed with explanation