Consumer complaint received 2018-10-02
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:
On XX/XX/XXXX and XXXX, I bought 4 departure tickets from Florida to Alaska for a total of {$1500.00}, and 4 return tickets from Alaska to Florida for a total of {$1100.00}. Four of these tickets ( two departures and two returns ) were cancelled and XXXX was supposed to send me store credits that I could use on their website for any domestic flight in the US. They sent me an email regarding those credits but when I try to use it on their website, I can not use them for any domestic flights. In other words, they misinformed me when the tickets were cancelled. If they would have told me that the credits would only work for flights from Florida to Alaska, I would have just asked them to refund me instead. During the cancellation of these tickets, they also charged me two {$150.00} fees for the cancellation of those flights. Since these credits do not work, I want to dispute the cost of the tickets and the cost of the {$150.00} fees because they did not tell me the correct information. 

The other four tickets remaining ( two departures and two returns ) were cancelled by the airline itself due to weather conditions. When I contacted XXXX and Alaska XXXX, they both told me that the tickets were in airline control status which basically means that they were cancelled due to bad weather. I spoke to XXXX about this and they promised me that they were going to refund me the money since they were cancelled by the airline itself. 

I also spoke to the representative about the issue with the first four tickets that were cancelled ( the ones regarding the store credits ), and they told me that I would be refunded for those as well since I was misinformed. After that day, I decided to wait until my next credit card statement to see if the refunds would show on my account. They refunded me for all of the tickets but then they charged me again for the tickets. In other words, they charged me twice by mistake. 

If you look at my statement, I received a refund of four {$370.00} transactions for the four departure tickets but then they charged me for those four tickets again. All of the return tickets were refunded correctly since I received four refunds of {$270.00}. However, I am still missing the two {$59.00} fees that were charged on XX/XX/XXXX and XXXX. Those two charges are part of the tickets as well. For some reason they are displayed individually on my statement, but it is not displayed that way on the receipts I received from XXXX. On the ticket receipts, they charged me a complete total of {$1500.00} for the departure, and a total of {$1100.00} for the return tickets. 

The {$1500.00} consists of XXXX + XXXX + XXXX + XXXX + XXXX. 
The {$1100.00} consists of XXXX + XXXX + XXXX + XXXX + XXXX. 
I will attach copies of my receipts so you guys can view them. 

Below I will describe the total amounts that I am disputing : {$59.00} XX/XX/2018 This is part of the costs of the departure tickets that was never refunded {$1400.00} XX/XX/2018 This is the cost of the four departure tickets that were cancelled and refunded to me, but then they charged me again by mistake. 

{$59.00} XX/XX/2018 - This is part of the costs of the return tickets that was never refunded. 

{$300.00} XX/XX/2018, I was charged two {$150.00} cancellation fees in order to receive credits that I could use on their website. However, they did not give me any credits that I can use for any domestic flights on their website so I need to get this money back. 

{$150.00} XX/XX/2018 - I dont even know why they charged me this fee. It must have been a mistake on their part because this showed up on my account for no reason. 

Overall, I am disputing a total of {$2000.00} due to the fact that all of these tickers were cancelled. They were never used, and I never received any working credits. The company told me that they were going to refund me for all of the tickets but they made a mistake and charged me again after they had refunded me for the departure tickets. If you look at my statement, they refunded me all of the return tickets correctly which shows that they were trying to refund me for everything. If they didnt want to refund me, then why would they refund me for all of the return tickets? 

All in all, they made a mistake by charging me twice for the departure tickets and they need to correct this plus all of the other fees that were never refunded. 

I have been trying to resolve this issue since XX/XX/2018 and American Express will not help me with this issue. I already tried contacting XXXX and they keep telling me to contact Alaska   XXXX. I contacted Alaska XXXX and they tell me to contact XXXX. So they just keep me going in circles and no one wants to help me. This is a complete fraud from XXXX and I want my money back. I am disputing a total of {$2000.00}. 

XXXX XXXX

Company response to consumer: Closed with monetary relief