Amex Chargeback Issue
I booked a holiday in August 2019 and paid a £400 deposit on my Amex. The holiday balance was paid in January 2020 (also using Amex) just before things started to go wrong with travel, so the holiday was delayed from March 2020 to March 2021. Then it was delayed again from 2021 to March 2022, in the meantime the organisation has gone into administration so I started a section 75.
Amex quickly refunded the balance paid in January 2020 and the reason was recorded as “ The expected goods or services have not been received” yet the deposit reason for dispute was showing as reason “none”. They said it was too old but all the paperwork about the insolvency I provided covered both amounts so they agreed they had the required paperwork and reopened the claim in November. I've called a few times about this and getting told about how busy they are (which I completely understand) but then I discovered they’ve not even asked the merchant about the £400. I called Amex the other days and their answer was to close the original claim and start a new one and record the reason as The expected goods or services have not been received. I checked later that day and the new case was showing as reason for dispute - none so I called back and was told it would be updated in 24 hours. It’s now way over 24 hours and the reason is still showing as none. How do I get this resolved? I don’t understand why they’ve been so efficient with the larger amount but they’ve dropped a ball with this. Please help.
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