Consumer complaint received 2017-04-24
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:
Dear CFPB, This dispute is with  XXXX   XXXX  which I purchased using m y American Express card.       AMEX  last resolution was to contact  XXXX  and resolve my issue with them.     I feel oppressed here and I believe I have the right to full refund.   The following letter is the explanation letter I sent to AMEX explaining the transactions with  XXXX   XXXX  and how dirty and unprofessional they played it and refused to refund my money.     -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -  XXXX  Dispute Reference Number :  XXXX  Dear AMEX, This letter is the explanation of the  three  disputed transactions from  XXXX   XXXX  as follows :  XXXX  for {$330.00}  XXXX  for {$740.00}  XXXX  for {$420.00} Exact amount requested : {$1400.00} {$170.00} ( Credited by   XXXX   on  XXXX  ) = {$1300.00} The reason why there are three transactions is because the itinerary was changed twice.     My travel plan started in  XXXX  to visit my family in  XXXX   XXXX  whom I did not see for four years now.   In  XXXX , I called  XXXX   XXXX   XXXX   and  XXXX   XXXX  and both said they do not issue visas for   XXXX   XXXX   ( which I am ). So me and my family decided to meet in  XXXX  instead.   In  XXXX  early morning, I booked the flight from  XXXX   XXXX  to  XXXX  through  XXXX   XXXX  for {$740.00} Same day,  XXXX   XXXX , I hear about a friend who is a  XXXX  (   XXXX   XXXX   lives in USA like me ) who was processed a visa to  XXXX  through  XXXX   XXXX  in  XXXX . I called them and asked them why did you tell me that you dont process   XXXX   XXXX    last month? The lady who answered the phone was like no thats not true we do process visas for   XXXX   XXXX   and you can do it through the website. She also said that you have to book the ticket first before you can apply. I asked her if there are any restrictions on applying? She said NO as long as you dont live in  XXXX  you should be fine. I was like ok lets do it ( at this point I accepted the charges was willing to pay the change fee ). She changed my reservation from  XXXX   XXXX  to  XXXX  to be  XXXX   XXXX  to  XXXX  and I had to pay {$330.00}. I went ahead and submitted a visa application through their website, and for the  visa  fees they did not accep  t AMEX card so I had to use MasterCard for the fees.
three day  s later I receive an email from  XXXX  ( the visa processing company of emirates airlines ) saying that my visa was denied and no reasons were stated nor official documents provided. (  XXXX  actually refunded the visa application fee because they did not provide any government official documents about the denial of the application, so  XXXX  refunded the visa fees ) I called the airline again saying why the heck did you make go through all of this if you have restrictions? They replied with I am just an employee here and I can only tell you what I have on the system.   ( My family found out later that only   XXXX   XXXX   XXXX   XXXX   citizens   can be granted    XXXX    visa  something that  XXXX   XXXX  did not mention although I asked if any restrictions apply ) I was forced to pay additional {$420.00} to change my ticket back to be  XXXX   XXXX  to  XXXX .   ( in both cases the charge was like {$300.00} ticket change fee plus fare price difference ).   I was preparing to travel, I bought all the gifts and got everything ready including Apartment and Car Rental in  XXXX .    XXXX    XXXX   issues a travel ban affecting me  (  as  a Green Card holder  from  XXXX  ). My lawyer called me and told me if you leave you are not entering back to the United States. This forced me to cancel all my reservations. As you notice on the account,  XXXX  and  XXXX  actually refunded me all my money.   I called   XXXX   XXXX   explaining them what happened and call center refused to refund anything. I submitted a refund request form on their website attaching the  XXXX  ban, few days later I receive an email saying well refund you {$170.00}. I noticed on their website they issued a statement saying that they will refund all those affected by the travel ban. I replied to the person who sent me the email with the link and asking them why only {$170.00} and I received no reply.   The link to  XXXX   XXXX  website where they stated about the travel ban refund :   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX    XXXX  UPDATE : on    XXXX   XXXX   XXXX        XXXX   removed the statement about the refund but we can still access it using a   XXXX   XXXX   website ( a website that makes a copy of other websites based on date ) Refund note Screenshot here :   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX     XXXX  click on the  XXXX   XXXX  it should take you to :   XXXX   XXXX   XXXX   XXXX   XXXX   Summary : If you notice there are  two  parts to these disputes, the costs of changes are because of the    XXXX    visa  refusal which I asked and made sure that there are no restrictions on   XXXX   XXXX   before I applied and as I mentioned the answer was if you live outside of  XXXX  then no restrictions.   The final cancellation was caused by  XXXX  travel ban which  XXXX   XXXX  made a statement about and they said they will refund those who are affected.   Feel free to contact me for any questions or further information : Regards,  XXXX   XXXX   XXXX   XXXX   XXXX   XXXX

Company response to consumer: Closed with explanation