Consumer complaint received 2018-02-18
Company: AMERICAN EXPRESS COMPANY
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
I submitted the below complaint to the XXXX  with a request for the full amount of the transaction to be credited. In an offensive move, AmEx sent me a letter notifying me they would credit me {$75.00} and then closed the matter with the XXXX 

I am still fighting for the full credit. 

ORIGINAL COMPLAINT : I am an AmEx platinum member and pay a hefty fee each year to use their services. XX/XX/XXXX was my fathers XXXX birthday which we celebrated in XXXX. Late that day our dinner reservation was cancelled by the restaurant. I immediately rang AmEx concierge to see if they could help and I had two options in mind. One restaurant we were not able to get into and the other we made a reservation but later cancelled due to us not being able to make it in time from where we were. I rang concierge back to see if there were other options for our first preference ( wait list etc ) and the rep said she would put me on hold and call the restaurant to see. Whilst on hold the call dropped and I immediately rang back and got such an inexcusable response from the next rep. He basically told me I had already made a reservation and the previous call I had didn't exist. When i refuted him we went back and forth for over 30min and alls i wanted was to see the outcome of the call. After spending appprox two hours on phone with concierge we ran out of time and just had to go to the nearest restaurant for dinner. A complete and utter shame for such a large event as a XXXX birthday. It also meant we had to overspend as we were limited with our options partly due to the cancellation of the original restaurant but also due to the incompetence of the concierge service and then amount of time i had to be on the phone with them for a simple task. I then put in a complaint with AmEx and received an call back from a XXXX, he went to say there was an investigation as there was no record of my call to them and that there were no notes in my file. I again get another call from XXXX to say they have located the call and it came out of another office and so a team leader from there would call me to resolve and see what they can do for me. I then get a voicemail from XXXX saying she'll try again today that day. I did not get another call. Then on XX/XX/XXXX I get an email stating everything I had raised in my complaint was true and they are looking into it further. However please call us if you have any further reservations you would like to book through us. This is unacceptable, for the amount I pay each year and for such a simple task and to get just an email saying sorry but keep using our service is completely ridiculous. Why does it take multiple phone calls to get them to admit they were in the wrong yet no consequences to them and I, as a customer have to resort to last minute decisions based on their actions. The whole asset of concierge they advertise is to help with tasks like restaurant bookings, ordering and so forth. 

Due to the inept behavior by AmEx in this situation, I think its only fair that they issue a credit for the amount of the dinner to my AmEx. The details are as follows : XXXXXXXX XXXX XXXXXXXX XXXX - XXXX, FL {$480.00}

Company response to consumer: Closed with monetary relief