Consumer complaint received 2025-03-15 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: LA

Complaint narrative:
Complaint Unfair Business Practices by XXXX XXXX XXXX XXXX XXXX from XXXX and American Express I am writing to formally escalate my complaint regarding an extremely frustrating experience while booking a stay at the XXXX in XXXX XXXX XXXX I unknowingly booked through XXXX, a third-party website that closely resembles the official XXXX site , leading me to believe I was dealing directly with the hotel. 


On XX/XX/XXXX, I called what I believed to be the XXXX to book three rooms for an upcoming trip to XXXX. In reality, I had reached XXXXXXXX During the call, I was assured that three rooms were available and was told that their process required booking one room at a time. At no point was I informed that there was a risk of the third room becoming unavailable during this process or that I would be subject to a strict " no cancellation policy '' if they failed to provide all three rooms. 

After reserving and providing my credit card information for the first two rooms, I was suddenly informed that the third room was no longer available. I immediately explained to the representative that I needed three roomsnot twoand that this was the basis of my booking. The agent was indifferent and simply advised me to call the XXXX directly the next day. 

Since XXXX could not fulfill the agreement I was led to believe existed, I promptly attempted to cancel the reservation online within 15 minutes. However, they refused, citing a " no cancellation policy '' a policy that was never disclosed before or during the booking process. 

Unfair and Deceptive Practices Failure to Disclose Important Terms : At no time was I informed that I would be locked into a non-refundable charge if XXXX failed to secure all three rooms. 
Lack of Accountability : Despite multiple attempts to escalate the issue, XXXX refused to provide a supervisor or any meaningful resolution. 
Misrepresentation of XXXX : Their website closely resembles the XXXX official site, which is misleading to consumers. 

Attempts to Resolve the Issue The following day, I contacted the XXXX XXXX and successfully booked three rooms without issue. I immediately filed a dispute with American Express, which initially reversed the charge but later reinstated ittwicebased solely on XXXX no cancellation policy. 

I want to emphasize that this is not a case of canceling for a better price or failing to take my tripI still traveled as planned. However, I was forced to rebook directly with the XXXX after XXXX failed XXXX provide what they initially promised. 

Concerns Over XXXX XXXX XXXX XXXX, a subsidiary of XXXX XXXX, appears to be engaging in unfair and deceptive trade practices, including : Breach of Contract : Failing to honor the agreement for XXXX rooms. 
XXXX XXXX : Misleading customers into believing they are booking directly with the XXXX XXXX 
XXXX Violations ( Price Fixing & Collusion ) : XXXX XXXX owns and operates hundreds of shell companies that all sell the same products, which raises serious concerns about price manipulation and market control. 

Despite my repeated efforts, XXXX has refused to intervene, allowing this third-party vendor to misrepresent their brand and engage in unfair practices. American Express has also denied my request for a resolution, ignoring the deceptive nature of the transaction. 

Given the circumstances, I am requesting : A full refund for the charges imposed by XXXX XXXX investigation into XXXX and its parent company for deceptive trade practices Clarification on why American Express and the XXXX XXXX are supporting such predatory business conduct I appreciate your time and attention to this matter and look forward to your prompt response. 

Best regards, XXXX

Company response to consumer: Closed with explanation