Closing a chargeback claim

kjharvey23

we booked a holiday of a lifetime to Canada with a Canadian travel agent. It was cancelled by the company due to COVID. They offered to move the holiday to next year but as I have cancer this was not an option for us. We raised a chargeback claim through Amex but lost the case. However since then the agent has finally agreed to refund us because of our circumstances. The problem is Amex have not closed the dispute and therefore the agent’s money is sitting frozen in his PayPal account and PayPal will not release his funds until Amex close the case. We have spoken to every dept in Amex and still no joy, nobody ever gets back to us. All we need is them to close the case on their end so that PayPal will release the agent’s funds and he will then refund us. The amount is £6345 which we are  absolutely desperate to get back. Is there any help or advice you can give please we are at our wits end. Thank you in advance 

jonesMUFCforever

Are you sure that the travel agent is telling the truth?
Assuming the booking was made overseas 'virtually' I suggest you check what consumer laws they have in Canada.
If the payment was made to a UK company they have to refund you - end of.
Did you pay via Paypal? - perhaps with a card attached to AMEX?
If you paid direct with no Paypal involvement - they are stringing you along.
Why did AMEX reject your chargeback?
Have you tried claiming on your travel insurance?

born_again

If Amex lost the case, how can they be holding it open?
Not fully sure on Amex but if this was Visa then only the retailer can close a case. And rejection of the chargeback would if not contested mean it was closed.
So when you paid the travel agent it was via PayPal?