Consumer complaint received 2024-04-23 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: CT

Complaint narrative:
On XX/XX/2024, my wife, myself and our XXXX young kids arrived in XXXX XXXX Florida after 10 hours of travel to find a problem with the XXXX XXXX we had planned to stay at. We were scrambling to find other accommodations and called a company named XXXX, thinking it was the XXXX. They represented themselves as the XXXX, told me there was only one room left at the XXXX XXXX up the street and then explained there was a " local tax '' on top of the nightly rate. 

After pushing back and not getting a good answer, I booked the room explaining I would talk to the front desk workers the next day, but made clear that I planned to dispute the extra fee. Were it not for the pressure of there being " one room left, '' and fearing that our family vacation would be ruined I would not have done so. 

The next day we arrived at the XXXX who told me there were plenty of rooms available, that it was not the XXXX I was speaking with and that there was no such local tax which amounted to roughly {$2500.00} of the {$9000.00} charge to book the hotel. 

I immediately called American Express and explained the situation. They informed me that I should be able to retrieve the {$9000.00} through their dispute process since XXXX lied to me in multiple ways. Then, they told me to rebook a new reservation directly through the hotel which I did for XXXX. 

We disputed the charge and several weeks later, XXXX refused to refund the money. Looking up their reviews on the XXXX this is their business model and everyone writes the same scam in the review. 

American Express recharged my card for the {$9000.00}. I have called them no less than 8 times regarding this matter and 2 months later have not gotten a resolution. XXXX is now keeping the {$9000.00} and refusing the release it to the XXXX since I was technically a no-show under their reservation. This is a direct result of American Express telling me I should book the reservation directly through the front desk since I would get that money back. 

On a call with American Express last week, the representative admitted that the previous representatives gave me bad advice and I should have never made a new booking. On my last call with American Express last night, a supervisor told me that XXXX would never release these funds and they know that, so I am unsure as to why the initial representative I spoke to told me to make a new booking for almost XXXX XXXX dollars and why they are dragging me through this process for two months. American Express 's negligence is only surpassed by XXXX XXXX  predatory and unethical business practices. I am stuck having paid for two vacations. I would like my XXXX to be returned immediately and if there is truly no way to provide protection to a consumer like myself who tries to do the right thing, I would like American Express to refund the XXXX that I only agreed to pay on their advice. 

Thank you.

Company response to consumer: Closed with explanation