Consumer complaint received 2015-10-14
Company: AMERICAN EXPRESS COMPANY
State: NV
Product: Credit card
Issue: Transaction issue

Complaint:
I booked a XXXX XXXX stay in XXXX XXXX for {$450.00}. Before doing so, I called Amex XXXX and asked if I would be able to receive my Gold stats and points for the stay. The Amex rep confirmed I would. I then booked the hotel stay and was given a booking code of XXXX. After booking my stay I called XXXX to confirm my reservation and wanted to add my XXXX number to the reservation. I was advised by the XXXX rep that I would not receive points nor " status '' due to the XXXX booking. I was confused as I booked my stay through Amex XXXX. After going back and forth with Amex XXXX, I learned that Amex XXXX uses XXXX to book even lower rates. I advised them that since I would not be receiving points for my stay nor status, I asked to cancel my reservation without any penalties. All of this happened within XXXX hours of booking. Amex XXXX Reps ( I believe XXXX XXXX sent XXXX a fax requesting to cancel this hotel. XXXX did and refunded the monies paid WITHOUT ADVISING ME. Upon arrival at XXXX XXXX, I was advised that my hotel stay was cancelled and if I wanted to stay, I would have to make a reservation at a higher rate. I did and my bill for the hotel stay was {$540.00}. The cost that I paid through Amex for XXXX ( value of {$450.00} XXXX. I want the difference {$90.00} refunded to me. Initially I was only offered {$100.00} off future booking which I refused. They later gave me a refund of {$450.00} which is still short of what I actually paid. I want the difference paid and an apology. American Express XXXX is guilty of not explaining that they use XXXX party booking sites and gives false information when speaking to their reps about receiving points at hotels. 
email statements : Dear XXXX XXXX, I apologize our response can not be more favorable. 

Sincerely, XXXXCustomer By XXXX Email ( XXXX XXXX XXXX XXXX XXXX/XXXX/2015 XXXX XXXX ) Unacceptable. 



On XXXX XXXX, 2015, at XXXX XXXX, Amex XXXX XXXX XXXX XXXX XXXX ; XXXXXXXXXXXX & gt ; wrote : Response By Email ( XXXX XXXX XXXX XXXX/XXXX/2015 XXXX XXXX ) You have been refunded in full for your reservation booked through American Express Travel - {$450.00}. 
Response By Email ( XXXX XXXX XXXX XXXX/XXXX/2015 XXXX XXXX XXXX Dear XXXX XXXX, I have a copy of the fax as well, attached, showing that we did ask for a full refund. 

I regret you are not pleased with the level of service you have received from American Express Travel. I am also sorry to hear your mother 's birthday party was ruined. We have done everything we can to assist you with this matter throughout the entire process. 

The hotel misled us and unfortunately we are not able to refund you the price difference due to their miscommunication. 

Best regards, XXXXCustomer By XXXX Email ( XXXX XXXX XXXX XXXX XXXX/XXXX/2015 XXXX XXXX ) XXXX, I still think you are confused. XXXX sent an email ( which I have in my possession ) That is clearly asking for the reservation to be cancelled without any stipulations whatsoever. It just asked to be cancelled. It should have stated that I wanted it cancelled and a refund. It did n't. It 's not XXXX fault. 

I 'm not interested in your future travel voucher as I 'm sure you know. After the hell you have put me through by not only questioning my integrity on several occasions, but by ruining my mothers XXXX Birthday party in XXXX ; At the very least you are going to refund the difference between the rates paid. If not, I see only XXXX other way to solve this issue. 

XXXX XXXX XXXX, 2015, at XXXX XXXX, Amex XXXX XXXX XXXX XXXX XXXX ; XXXXXXXXXXXX & gt ; wrote : Response By Email ( XXXX ) ( XXXX/XXXX/2015 XXXX XXXX XXXX Dear XXXX XXXX, You are correct. The reservation should have stayed as is, and I did not cancel the reservation. The problem is we were not aware the hotel had already cancelled the reservation. We sent several emails that were unanswered asking about the cancellation and refund a

Company response to consumer: Closed with monetary relief