Consumer complaint received 2015-11-26
Company: AMERICAN EXPRESS COMPANY
State: OH
Product: Credit card
Issue: Billing disputes

Complaint:
I am writing to dispute the following charge {$1400.00}. this item in dispute from XXXX also known as XXXX fares. I have send you documents, emails and phone records. I did release my account information over the phone at XXXX back in XXXX 2015, but I also did call this company within 12 hrs. to cancel the booking which was at XXXX the very next day, the travel agent I spoke with probably did not understand XXXX, as I told him to cancel the booking, he states he can not refund me the entire amount charged to my credit card, I told him I will be disputing this charge with my credit card company and to still go ahead and cancel this flight booking. I also pointed out to the agent that I did not respond back to an email stating " I agree and to go ahead and charge my credit card ''. I also did call American Express right after that phone call to let them know, the agent told me I have to wait for the charge to post to the account and then dispute it, I did my part by informing you not to allow the transaction to go through but instead you still allowed it. Please can you ask the travel agency to provide me with proof of email stating I agree and to charge my credit card besides just a phone call as an agreement. You can also subpoena the travel agency to send you a copy of the phone recording so you can listen to it. 

I have been disputing this for months now. I have sent you all the corresponding emails from the merchant and my phone record 's to show the time I had called to cancel that booking. I have co-operated in every way possible and have submitted the supporting documents that you requested. I also want to bring to your attention that I have never received any documents from you by mail, explaining the dispute processes and also whether my dispute was closed in my favor or not, I get an email to view a message online and every time I try to access it I have been unsuccessful in doing so, every time I have to call in and get my dispute re-opened. Please can you send me a letter or documents in mail stating why the dispute did not go in my favor so I can forward it to the XXXX. 

I am requesting that this item be removed from my account and to not pay XXXX XXXX as this agency took my credit information and provided it to XXXX XXXX XXXX to make the booking. I have also contacted the airlines and they stated I did not book the ticket directly through the airlines and I have to dispute it with the travel agency. 

I am tired of going back and forth with this and been given the round around. If this matter is not resolved within 3-5 days I will be contacting the XXXX office in Ohio as well as the XXXX and the Federal Trade Commission. 

I will be forced to call in and close my account with you, I will pay for the pending charges on my account but I refuse to pay for the charges from XXXX. Under the Fair Credit Billing Act, I am requesting this billing be corrected and any finance charges or fees associated with the disputed charge be credited to my account. Please re-investigate this and correct the disputed item and take care of this as soon as possible.

Company response to consumer: Closed with monetary relief