Consumer complaint received 2020-04-23
Company: AMERICAN EXPRESS COMPANY
State: IN
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:
American Express Credit Card Account # XXXX, I have read the documentation provided by XXXX   XXXX/XXXX  XXXX. They provided no evidence that we left on the boat, because we did not leave on the boat. It does not address that the crew offered dissatisfied customers to get off the boat during orientation and get refunds. We did exactly that. 

The provided documents states : See the XXXX  XXXX  XXXX  of the XXXX XXXX   and snorkel at a shallow coral reef and Viewing the XXXX XXXXe is VERY weather dependent Weather dependent means sometimes they go and sometimes they dont. What do they do when they dont go out? Do they allow customers to get off the boat and get refunds? Yes, they did on XXXX. A business is responsible for what their crew says and promises, even if the owners are completely unaware. 

There were 2 crew members ( male and female ). What is their testimony of what was said and promised on the boat during orientation? Orientation is on the boat and the last step. 

Signing, booking, and renting does not prove that we left on the boat and snorkeled. We never wore the wetsuits. We dont owe payment. 

They are frauding consumers by not processing the refunds as verbally promised. Page 4-5 of the terms are not readable. You cant call it a XXXX XXXX Tour and then not visit the XXXX XXXX. It is false advertising, false promise, and false service. 

It is irrelevant if the boat crew really did or did not go to the XXXX XXXX later when they were at sea. We have no control if the weather cleared up and they changed their mind. It only shows that the crew lied or misadvised us during orientation, and the result is that they lost our business and payment. 

Background of Dispute : I made a reservation on XXXX for the morning of XXXX. I rented wet suits on XXXX, but we never wore them. During the orientation on the boat, the crew said it was too turbulent to go to the XXXX XXXX. They promised refunds for those who were disappointed and booked only to visit the Christ Statue. We got off the boat in the middle of orientation, and requested refunds. The staff said that they cancelled the pending charges on our card at the main office, and that they should clear off in a day or two. We returned all gear unused. The pending charges never dropped off, which is why I am filing this dispute. We do not owe any payment. 

All purchases are financial contracts with payment promised for services/product rendered. It is a legal contract between 2 parties. They did not provide any services or products. This contract is not one sided. 

XXXX XXXX XXXX Dispute Reference Number : XXXX Date of transaction : XX/XX/2019 {$210.00} with XXXX XXXX  XXXX XXXX , FL Reason for Dispute : I do not receive service or product Dispute Reference Number : XXXX Date of transaction : XX/XX/2019 {$86.00} with XXXX XXXX XXXX XXXX , FL Reason for Dispute : I do not receive service or product

Company response to consumer: Closed with monetary relief