Consumer complaint received 2017-04-06
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
I agreed to purchase XXXX travel points used for staying at XXXX which they call " XXXX XXXX ''. However, after the down-payment & 1st 2 payments of the cost had been charged to my American Express card, I discovered many problems with the good/services, with limitations to travel and with the actual locations of the " resorts '', so I no longer wished to use this future service, it was not as originally promoted, so under the Fair Credit Billing Act, under quality of service, within the legal time-frame permitted by law & since purchase agreement was made in my state, within XXXX miles of my home, after cancelling with the Merchant, I contacted American Express to file my dispute, cancelling future purchases on card & requesting my {$650.00} to XXXX returned. I called American Express XX/XX/2017. Immediately there were problems with American Express. Later I discovered that the agent typed in a false statement that the reason for the dispute was that I did n't recognize the charges. Absurd, as I had discussed the history of the charges to the agent, emphasizing my need that an upcoming auto-pay around XX/XX/XXXX of the month be stopped along with any future payments to XXXX. A independent customer service survey was sent to me within a day or two of me seeing the false statement in Amex 's " inquiry & dispute center '' attached to my dispute & I stated how completely unsatisfactory my experience had been, stated how the agent error would require me to re-file my dispute since merchant had send copy of the initial purchase agreement causing Amex to cancel my dispute. I re-filed.and when asked to provide documentation of my cancellation, dated XX/XX/2017, I provided it by fax and additionally by USPS, and both submissions were confirmed to me as received by Amex. Since then, the merchant, " XXXX by XXXX '', in spite of having a dispute filed with Amex, has started attacking my good credit by reporting me paying late to XXXX, but has proven receipt of my cancellation notice with my complaints about the XXXX XXXX in that cancellation notice to them by further contact by email regarding those complaints. 
Still, American Express dispute " investigations '' days ago sent me the following : '' In response to our inquiry, the merchant has explained that they were called on XX/XX/2017 for find out the payoff amount however ; they have not been called in to request the cancellation of contract. '' American Express has unquestionably demonstrated unwillingness to be impartial & process this dispute under the legal guidelines, so I 'm hoping to get them followed through you. I understand that the merchant does n't want to lose my money and has proven their only motivation is money, not service satisfaction unlike their CEO 's credo on service, but if in any way my rights under the FCBA were waived because of this agreement, I 'm not aware of it. I will attach the various documents & copies that are printed out, but some additional documentation, email notices of receipt from both American Express and the merchant to substantiate my statements, if needed, remain in my email, and are available if needed.

Company response to consumer: Closed with monetary relief