Consumer complaint received 2024-03-02 00:00:00
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
State: CO

Complaint narrative:
On XX/XX/XXXX, I submitted a credit card dispute to American Express ( " AmEx '' ) for a veterinary service charge on XX/XX/XXXX at XXXX  XXXX XXXX XXXX ( " XXXX '' ), totaling {$960.00}, for dissatisfaction of services. As of XX/XX/XXXX, the XXXX charge has been rebilled to my AmEx account. 
I disputed the AmEx charge for XXXXXXXX XXXX failure to provide me with the critical information regarding the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX prognosis, despite undergoing approximately {$1000.00} in medical treatment for my pet XXXX. The following are the facts related to the disputed charge and ongoing dispute : On XX/XX/XXXX, I went to XXXX for a vet appointment to treat a digestive issue for my pet, but she was alert and oriented. Before undergoing the proposed treatment plan, the XXXX vet did not tell me that the severity of my pet 's health condition was associated with a high probability of XXXX  or the guarded prognosis despite proposed treatment. I only found out about the high chance of death despite treatment on XX/XX/XXXX when my pet passed away at vet XXXX  during the morning of XX/XX/XXXX less than XXXX XXXX  after the initial vet visit. During the XX/XX/XXXX appointment, XXXX gave me a document outlining the proposed treatment, stating that I was aware of the risks involved. XXXX personnel advised me that I must sign the document to proceed forward with the treatment plan and did not provide me a copy of this document on XX/XX/XXXX. I also did not obtain a copy of the discharge report until XXXX sent me via email the discharge report on XX/XX/XXXX, the day after the XX/XX/XXXX vet visit. On XX/XX/XXXX, I spoke to my pet 's treating vet on a recorded phone call, where she told me that she wasn't shocked by my pet 's XXXX  and told me for the first time that " abrupt XXXX  happens all the time with a XXXX like this and can die no matter what you do. '' My vet also told me for the first time that guarded prognosis meant that there was a XX/XX/XXXX possibility as to XXXX  or getting her better again and told me that she could have done a better job of preparing me for the possibility of XXXX. 
XXXX is refusing to refund the {$960.00} charge on XX/XX/XXXX, and I've disputed the XX/XX/XXXX XXXX vet charge with AmEx on XX/XX/XXXX for dissatisfaction of services with XXXX. Attached is my correspondence to AmEx, dated XX/XX/XXXX, stating XXXX ( XXXX ) points for my dissatisfaction with XXXXXXXX XXXX vet services on XX/XX/XXXX, including supporting documentation. 
During the AmEx dispute process, AmEx rebilled my account but stated multiple different and inconsistent reasons that even conflict with AmEx 's own classification description of the XXXX charge as an AmEx SERVICE CHARGE, dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. These rebill statements are attached. 
On XX/XX/XXXX, AmEx rebilled my account, writing that " [ T ] he merchant has provided us with complete charge details for the charge in question, and signed document indicating that the risk involved in treatment and the results can not be guaranteed. '' On XX/XX/XXXX, AmEx rebilled my account, writing that " [ Y ] our inquiry is associated with a tort claim ( unrelated to the service provided/delivered ) which is specifically excluded from consumer credit law. '' On XX/XX/XXXX, AmEx rebilled my account, writing without explanation " [ W ] e 've determined that you're responsible for the amount in question. '' On XX/XX/XXXX, AmEx rebilled my account - less than XXXX hours after speaking with AmEx supervisor, XXXX- writing that " [ M ] erchant has provided us signed agreement which indicates that all terms and conditions were agreed, which may be XXXX XXXX or may cause XXXX. '' On XX/XX/XXXX, AmEx rebilled my account, writing that " [ Y ] our inquiry is associated with a tort claim ( unrelated to the service provided/delivered ) which is specifically excluded from consumer credit law. '' I also spoke with the following AmEx personnel regarding this dispute, including AmEx supervisors from XX/XX/XXXX through XX/XX/XXXX, who refused to answer my questions regarding the dispute process and provided me with inconsistent reasons from the above AmEx documentation regarding this dispute. In addition, AmEx supervisors engaged in lengthy communications with me- not to discuss the evidence and documentation that I had to support my reasons for dissatisfaction of XXXX services - but to try to convince me that my account must be rebilled that was based only on documentation submitted by XXXX. 
On XX/XX/XXXX and XX/XX/XXXX, I spoke with XXXX and AmEx supervisor, XXXX. On XX/XX/XXXX, XXXX advised me that AmEx received documents from XXXX on XX/XX/XXXX and XX/XX/XXXX, and that documentation received by AmEx by XXXX contains privileged information that I'm unable to review regarding this dispute. When I asked XXXX why I was unable to review this information exchanged between AmEx and XXXX, she declined to answer. From XX/XX/XXXX through XX/XX/XXXX, AmEx supervisor XXXX called me to discuss this dispute. In appearances of propriety, XXXX feigned interest in listening to my dispute and attempted to sympathize and relate to me by telling me that he also has XXXX dogs. However, XXXX then attempted to XXXX  me into telling me that our conversation was on a recorded line and that the vet visit pertained to my pet and not me, and that the charge will stand. I responded that the charge involved my dissatisfaction of services because XXXX failed to provide me with information associated with the high risk of death before undergoing services, and that I was ultimately the person making the decision about the proposed treatment. XXXX also repetitively asked me what I wanted and I stated that I wanted full credit. Although I told XXXX that I will close my AmEx account if AmEx did not credit my account, he then asked again if I wanted to close my AmEx account with him during our conversation as a passive aggressive manipulation tactic. XXXX XXXX arrogant conduct during our conversation clearly indicated that he did not care whether I closed my AmEx account and was extending pseudo interest and lip service for the appearance of propriety. XXXX was also feigning interest in hearing the basis of the dispute to only attack my reasons on why I was entitled to credit. Although XXXX told me that the charge will be rebilled to my account, he then attempted to backpedal and said to await the outcome of the reopened dispute. 
On XX/XX/XXXX, I spoke with another AmEx supervisor, XXXX. Without reviewing my XX/XX/XXXX correspondence and supporting documentation regarding the dispute, XXXX told me that the charge will be rebilled to my account. XXXXXXXX XXXX illogical reasons on trying to convince me why the charge will remain were so extreme and absurd that I took notes during our conversation and the following are my notes from our call : I had to know what the doctor was thinking at the time of physical examination of my pet and know that what the doctor was thinking following physical examination, without her telling me about the high risk of XXXX, was the same as what was written down on the proposed treatment plan that treatment " may cause XXXX  '' before I signed ; it did not matter whether the doctor made it clear or not about the high risk of XXXX  before signing the document because I signed the document. I requested a copy of the recorded call with XXXX, but he refused and told me that recorded calls were only for internal AmEx purposes. XXXX then unilaterally excused himself from the call and told me that he was hanging up. 
On XX/XX/XXXX, AmEx rebilled my account stating that the charge involved a tort and not a service. However, AmEx 's own website information and classification for the subject vet charge classifies the charge as a BUSINESS SERVICE. Attached is the AmEx website information on classifying the XXXX charge as a BUSINESS SERVICE. 
Due to rebilling of my account of the XX/XX/XXXX XXXX charge, I closed my AmEx account and advised that I will pay the remaining balance, but will not pay the XX/XX/XXXX XXXX charge of {$960.00} for dissatisfaction of services. 
Also on XX/XX/XXXX, I spoke with XXXX  and requested to speak with dispute team personnel working on my dispute and their names and contact information. Ira advised me that I could not speak with dispute team personnel working on the dispute. I also request the calling location for AmEx supervisors and whether they are located in the United States.

My experience with the AmEx dispute process shows lack of transparency, inconsistency, and lack of thoughtful or meaningful customer service.

Company response to consumer: Closed with explanation