Consumer complaint received 2021-11-15
Company: AMERICAN EXPRESS COMPANY
State: MA
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 we booked airfare and car rental THROUGH XXXX ( not XXXX ) for our vacation XXXX. On XX/XX/XXXX our flight was delayed with NO notification from XXXX. When we landed, we went directly to XXXX at the airport to provide the XXXX  car rental confirmation number and pick up our vehicle. XXXX indicated they had no such reservation. We called XXXX  immediately to fid out why. The agent confirmed that XXXX made an error and booked our vehicle at another location all the way in XXXX XXXX. My wife, my XXXX year old and myself had to wait for and pay for a cab to the that XXXX XXXX location in XXXX XXXX. When we arrived at XXXX in XXXX XXXX, it was closed. We then had to wait for another taxi and again pay out of pocket to get us to our vacation rental. We then had to sit outside and wait for XXXX hours with our luggage with no food, no water and no car in 91 degree weather because XXXX  failed to notify the party performing the " inspection '' of the room. The stress and panic this caused our XXXX year old son was unforgiveable. My wife was in tears because of XXXX. When we finally did get into our room we immediately called XXXX XXXX again to at least come to a more than reasonable solution by having XXXX bring a car rental to our rental property at the XXXX XXXX XXXX ASAP as we needed to purchase essentials for the XXXX days we were staying there. They arrogantly refused. We spent XXXX more hours on hold with XXXX and were finally connected with a rude and unprofessional representative with a " I could care less '' attitude who put us on hold again for XXXX mins waiting for a " supervisor. Nothing was resolved. XXXX customers for XXXX years and treated like dirt. On Sunday morning, my birthday, my wife booked and paid for ( again ) a car on XXXX and again paid for an uber to get to the airport to get the car. All because XXXX ignored us, all because of there overwhelming incompetence. She hopped in an XXXX on her own while I watched a scared and crying XXXX year old. She paid DOUBLE the cost of the original rental despite having it one less day. We opened a claim with XXXX on XX/XX/XXXX, faxed the letter/documents required on XX/XX/XXXX spoke to an agent on XX/XX/XXXX @ XXXX est, multiple supervisors XXXX XXXX XXXX XXXX XXXX. During every interaction with XXXX Travel they never responded, followed up and outright ignored us. The one time they responded they lied to our faces directly saying " you need to deal with XXXX '' when their very own agent admitted XXXX was at fault " miscommunication on our part '' back on XX/XX/XXXX. XXXX and XXXX alone is accountable for any and all costs ( {$1300.00} ) including the {$840.00} car rental, {$500.00} inconvenience fee, the additional out of pocket expenses ( XXXX ) and fees and interest on the credit card. Because XXXX has refused to pay and/or waive any of these charges, even 6 months later, we will be filing formal complaints today with the Consumer Financial Protection Bureau , the XXXX XXXX XXXX , the XXXX XXXX XXXX and the XXXX XXXX XXXX . If our entire XXXX balance as of XX/XX/XXXX is not credited to zero within the next billing cycle, we will be seeking further legal action for punitive damages exceeding well beyond our existing outstanding XXXX balance.

Company response to consumer: Closed with monetary relief