Amex Complaint: Billing disputes

#1694731 12 Dec 2015

Credit card

Complaint #1694731 submitted on 12/12/2015 relating to Amex. Complaint relates to Credit card - Billing disputes .

Complaint was submitted via Web and sent to the company on Saturday 12th December 2015.

Narrative (may be redacted).

On XXXX XXXX, XXXX in the evening, I called my American Express XXXX and spoke to an agent regarding making a reservation for XXXX/XXXX/XXXX at the XXXX in XXXX XXXX. I completed the reservation for a room and then called back to change to a different room after discussion with my husband. I spoke again to an agent and believe that they had scheduled and rebooked the room. I was NOT INFORMED THAT THIS WAS AN ONLINE BOOKING. I believed I was speaking to a travel agent who was actively calling and making my reservation every time I called the American Express XXXX XXXX. I made a XXXX change to this room in XXXX XXXX. Each time I requested a cancellation of my previous booking and believe that this had taken place. I was under the impression I had XXXX reservation at that point. On XXXX XXXX, XXXX, I again called the American Express XXXX XXXX to cancel and change the reservation to a cheaper room at this hotel, but told the agent I needed to confirm with my son and might again cancel this reservation. They seemed to understand. The next day, I called and cancelled the reservation for the final time. My son found a more reasonably priced hotel and insisted we stay at the hotel with him and his wife since we were traveling together in a foreign country. I can submit copies of the emails I have, XXXX of which have a cancellation number on the email. The agent I spoke to had not cancelled any of these reservations " on line '' - I had no idea till I accessed an email after the date. I have opened XXXX investigations and the XXXX continues to say that I am responsible, that I should have known it was on line, that I needed to provide the confirmation number, which I thought was available for the agent to see when I called in. I was never told this prior or during my call with the agent. I have continued to maintain that this was the company 's error and the XXXX XXXX has continued to maintain it was my responsibility. When researching this ( after the fact ) online in XXXX XXXX, I found XXXX complaints against American Express XXXX on the Consumer Affairs website that tells me that my problem is very similar to a number of the credit card members. I felt this was a reputable credit card company and had no idea that I would be treated this way until this happened. I believe that American Express XXXX should have provided written and oral instructions that clearly communicate how this reservation and cancellation process works. If my Consumer Finance complaint does not resolve this for me, I truly hope that it will be able to prevent the kinds of credit card abuse that is represented in my experience and that of the other XXXX individuals who have complaints against AMEX XXXX

Older American

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