Struggling to get overpayment made in error back from AMEX

Dick_here

I paid Amex over £1k in error, it should have gone to another card.  Getting it back is proving a challenge.  First chat said I need to upload details of my bank acct and it would be refunded within 10 working days.  Did that and heard nothing.  Second chat said that I needed to show the actual overpayment too, so I'd failed the back office review and they had written to me - obviously I've not received that, and it's hardly the quickest way anyway !  So I've done that and I'm now waiting.

I pointed out that I'd like to raise a dispute and was told I couldn't do that for an overpayment error !

I had to pay the other card the same amount too in the meantime of course, so having paid nearly £2.5k I'm now struggling to pay the mortgage this month.

They've no problem taking money but getting it back is another matter.  Ok, originally my error I know, but they're certainly not going out of their way to help.  It's my money after all, or should be.  Not happy.

[Deleted User]

!!!!!!_here said:

I had to pay the other card the same amount too in the meantime of course, so having paid nearly £2.5k I'm now struggling to pay the mortgage this month.

This needs to be your priority. Incurring some interest on your other card would have been wiser, rather than leaving yourself short for the mortgage.

Do you have a money transfer on any of your cards you could use?

Dick_here

Deleted_User said:

!!!!!!_here said:

I had to pay the other card the same amount too in the meantime of course, so having paid nearly £2.5k I'm now struggling to pay the mortgage this month.

This needs to be your priority. Incurring some interest on your other card would have been wiser, rather than leaving yourself short for the mortgage.

Do you have a money transfer on any of your cards you could use?

I'll manage somehow thanks.  It's easy with hindsight, but at the time I trusted what I was told originally which would have meant there would be no issue so I paid the other card too as it was due.

born_again

I take it that you had a balance on the AMEX card? That is now £1K less than before.

I would be surprised if it went to pay the balance that they would consider refund it, even if made in error.

>>>  It's my money after all <<<
Not once it has gone to pay a debt owed.

Only option would be to raise a complaint & see how it goes. 

Asghar

!!!!!!_here said:

First chat said I need to upload details of my bank acct and it would be refunded within 10 working days.  Did that and heard nothing. 

You would have needed to show them a statement with the account details and showing the £1k payment to them. It would then have been refunded back to the same account.

Dick_here

born_again said:

I take it that you had a balance on the AMEX card? That is now £1K less than before.

I would be surprised if it went to pay the balance that they would consider refund it, even if made in error.

>>>  It's my money after all <<<
Not once it has gone to pay a debt owed.

Only option would be to raise a complaint & see how it goes. 

I had a couple of hundred as a balance, I'm now £900+ in credit, that's what I'm trying to get back.

Dick_here

Asghar said:

!!!!!!_here said:

First chat said I need to upload details of my bank acct and it would be refunded within 10 working days.  Did that and heard nothing. 

You would have needed to show them a statement with the account details and showing the £1k payment to them. It would then have been refunded back to the same account.

Yes, that's what I've now been told.  That's almost 2 weeks after being told differently and following those instructions.

[Deleted User]

Just be careful that credits often don't count as payments, ensure you still pay at least the minimum, as daft as it sounds

Dick_here

Deleted_User said:

Just be careful that credits often don't count as payments, ensure you still pay at least the minimum, as daft as it sounds

I'm only getting back what's left after they kindly clear my balance.  But even that is proving difficult.  Not impressed.

born_again

!!!!!!_here said:

born_again said:

I take it that you had a balance on the AMEX card? That is now £1K less than before.

I would be surprised if it went to pay the balance that they would consider refund it, even if made in error.

>>>  It's my money after all <<<
Not once it has gone to pay a debt owed.

Only option would be to raise a complaint & see how it goes. 

I had a couple of hundred as a balance, I'm now £900+ in credit, that's what I'm trying to get back.

Thanks.

Should not be a problem, as a credit balance is usually against the T/C.  

Complaint time. 

Brie

!!!!!!_here said:

I pointed out that I'd like to raise a dispute and was told I couldn't do that for an overpayment error !

They've no problem taking money but getting it back is another matter.  Ok, originally my error I know, but they're certainly not going out of their way to help.  It's my money after all, or should be.  Not happy.

Ok so they say you can't raise a dispute about an overpayment error (& I quite get that) but you're not disputing you made an error and you're not assert that Amex did either.  What you are complaining about is poor service. 

If someone told you that you would have the overpayment back within 10 days, you've followed their instructions and it hasn't happened then they didn't do their job properly and that's a legitimate reason to complain.  The fact that their error in giving you the wrong information at the start is now causing you distress and costing you money is a further reason for complaint.  

If they refuse to raise a complaint for you a second time ask them to pass you to a manager.  (it's always worth a try).  If they still try to block you say you need it logged as a concern.  That at least should mean they have recorded your comments somewhere on their system for future reference.