Consumer complaint received 2016-10-21
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card
Issue: Transaction issue

Complaint:
Last XXXX I went to the American Express website and tried to book a hotel room in XXXX XXXX. I made XXXX attempts to book the room and XXXX times an error message appeared after I tried to reserve the room. I followed up and called American Express Travel. The Customer Service Agent on the phone told me ( 1 ) she was unable to book the room for me because the system was down and ( 2 ) that I had no hotel room [ s ] on file. So I booked my room elsewhere. Thirty days later I received a bill for XXXX rooms for over four thousand dollars. 
I called Customer Service and explained the situation. The recording of my earlier call was accessed, confirming that I had been told that the system was down and that I had no trips on file. The Customer Service Agent apologized for the charges at issue and I thought the dispute had been resolved. At this point, last XXXX, American Express was in possession of all facts necessary evaluate my dispute in order to reverse the XXXX disputed charges on my account. 
Subsequently, American Express contacted the hotel and the hotel credited my account for XXXX of the trips. This left only a single charge of {$2000.00} in dispute. I called American Express back, explained the situation and requested that the remaining disputed charge be reversed. The Customer Service Agent told me that I had a legitimate request and that it would be taken care of. I then received a letter stating that a credit would be applied to my account. 
Two weeks later I received another letter from American Express stating that since the hotel had credited my account, American ExpressXXXX would reinstate my balance. I called Customer Service and explained that the hotel only credited XXXX of XXXX charges incorrectly applied to my account and referenced my first phone call with American Express. In response the the Agent informed me of the Hotel 's cancellation policy. I tried to explain that the Hotel 's cancellation policy was irrelevant to this disputed charge because I been informed by American Express that my room had not been booked or charged to my account. The Agent just reiterated the hotel 's cancellation policy to me. 
I called your Customer Service line again, filed another dispute and thereafter received the letter of XXXX XXXX. Everyday last week, Monday through Friday, I called the American Express Merchant Chargeback Department and was on hold for one hour before I gave up. 
I called your Customer Service line again today. The Customer Service Agent reviewed the notes in my file and told me she was surprised that this had n't already been resolved. She told me she could not connect me to anyone in dispute resolution or provide information as to time lines or protocol, but offered to let me speak with her supervisor. When I asked him about the time line for resolution, he told me he would have to review the hotel 's cancellation policy. 
I have been an American Express customer for twenty years, but the amount of time I have wasted dealing with this incident far outweighs any benefits I have received as a card holder. 
Since then, I have filed XXXX more disputes and on each of them on the phone I am told that I am absolutely entitled to the credit and then Merchant services decline and the charge appears on my credit card statement again. We have been at it for the past 12 months.

Company response to consumer: Closed with explanation