Consumer complaint received 2024-03-18
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: AMERICAN EXPRESS COMPANY (NJ)

Earlier this year, I filed a {$270.00} dispute against XXXX XXXX through my AMEX Platinum for services I did not receive and poor quality of services. I uploaded an explanatory letter, receipts and photos of the filthy van that I had NOT booked, yet I was obliged to take because XXXX XXXX would not cancel the booking and give me my money back. We were misled, deceived and lied to by XXXX XXXX XXXX XXXX  told me that I had to cancel the perfectly valid car insurance that had cost me about {$60.00} to acquire a {$270.00} new one to cover the van that I had neither booked nor wanted. This was not necessary. My original car insurance was perfectly fine, even for the van I did not want. Days later, the filthy, defective van two company workers were eating inside of it before it was turned over to us broke down in a mountain and it had to be towed. All these photos were submitted to AMEX. The van was so not ready to be used by customers that the tank was not even full. 

On XX/XX/2024, after I had already been credited {$270.00} by AMEX and provided ample evidence that I XXXX XXXX had failed to deliver the services I had booked and replaced it with a defective, faulty van, I found out that I was being re-billed by AMEX. During this time, not a single time did I receive any notifications from AMEX to inform me that XXXX XXXX had responded to my dispute. AMEX simply cancelled the dispute and re-billed me without reviewing any documents or photos I had uploaded. 

On XX/XX/2024, I contacted AMEX customer service in any possible way I could. Chats with AMEX customer care agents turned into a nightmare. The phone app got cut off multiple times : I was transferred from the dispute to the fraud department as a ping pong ball and informed that XXXX XXXX had responded to the dispute and had also asked AMEX to assess a late fee ( as punishment for opening a dispute ). A late fee for what? For exercising my rights? 

I demand that AMEX re-opens this dispute immediately, reviews all the documents I diligently uploaded to their portal, and conducts a rigorous investigation into XXXX XXXX and their misleading consumer/business practices. This is serious misrepresentation on the part of XXXX XXXX, and it's concerning that AMEX cancelled the dispute without my knowledge. Evidently, AMEX did not review the documents I submitted and took XXXX XXXX XXXX arguments at face value at my expense. But I am the AMEX client, not XXXX XXXX 

Adding insult to injury, the XXXXXXXXspeaking agent I talked to over the phone in an attempt to gather information about my disputes and fraud case, treated me in a condescending way, talked me down, dismissed my claims and refused to connect me to the fraud department. Sheer incompetence. This is not the AMEX experience I signed up for, particularly because I pay a hefty annual fee, and I've never been late on any payments. 

My dispute has been grossly mishandled by AMEX. I expect better from you. 

XXXX XXXX never responded to the claim I submitted by email.