Consumer complaint received 2019-05-22
Company: AMERICAN EXPRESS COMPANY
State: TX
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: Overcharged for something you did purchase with the card

Complaint:
Prior to and After my Account was closed by American Express I filed several billing disputes, with disputed amounts totaling {$3200.00}. American Express failed to properly investigate these billing disputes. Several disputes filed were for hotel billing errors such as inquiry XXXX for XXXX XXXX XXXX in the amount of {$520.00}. The amount in dispute is due to an overbilling, and double billing and payment for stays made by other methods. American Express was provided ample evidence to support my claim, including documents showing stays where paid using reward points, a letter from the hotel stating a charge was made in error as the stay was paid for using reward points, a listing of my stays as reported by XXXX who managed the hotel, a letter from the hotel stating I'd receive a refund which was never provided for a night I was billed for but was not a guest and more. Provided with written documents from the hotel acknowledging and refusing to correct the billing error should have been more than enough to settle this claim in my favor. AMEX failed to correctly investigate and/or file and process this billing dispute as required by federal law, the interchange and member agreements. 
Claim XXXX and XXXX for the XXXX XXXX XXXX disputing {$580.00} and {$150.00} of the total charged was also not properly handled, investigated or processed. The hotel was provided with my reservations which clearly showed a much lower rate. The rate reserved was verified by two hotel representatives as being valid upon check-in. After I checked out of the hotel, however, the property changed the rate of my reservation without my knowledge or approval, demanding I violate federal in order for them to honor the agreed upon, validated and original accepted rate. American Express originally misplaced the documents provided and I re-asserted the dispute multiple times as they were closed out stating no evidence provided in error. After AMEX took their adverse action based on events of reported identity theft and closed my account. All the open disputes were closed immediately. Attempts to reopen the unprocessed or incorrectly processed disputes were closed the same day without being reviewed. Case XXXX for THE XXXX for {$720.00} has a similar case. 

While cases XXXX, XXXX, XXXX. XXXX totaling {$1700.00} were disputed violations of the terms of sale by the merchants in question. By refusing to accept a merchandise return, in one case literally seconds after the purchase was made in opposition of the posted and provided return policy violates the term of sale. Proof of attempted return and subsequent refusal was provided to AMEX. The Platinum American Express Card I had also provided a benefit for return protection. This benefit covered purchases which merchants failed to accept and all returns were made and reported within this time frame. AMEX refused to investigate or process this benefit or asserted billing error, closing the opened cases right after they closed the card. And on subsequent reassertions closed the cases the same day, without review. 

The {$3200.00} in billing errors which Amex failed to properly process or investigate represent the majority if not all the original remaining balance on my card. Which while the charges were disputed I was not obligated to pay. Despite this, AMEX failed to investigate and include the provided evidence provided or provide the benefits which were included with this card. By failing to properly process these claims, AMEX charged me fees and interest on top of fees when there should have been none and these charges refunded leaving a XXXX balance.

Company response to consumer: Closed with explanation