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.  

Comments

  • lisyloo
    lisyloo Posts: 29,502
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    edited 2 January 2022 at 10:36AM
    Are you dealing with them by the app chat (India I think from the English), or by phone (US I think from the accent).

    i find the phone better but you cannot switch part way.

    i would suggest a formal complaint.
    i started one and won.
    they have timescales on those that start at 72 hours.

    i Don’t think section 75 has timescales (chargeback does).
  • kaggi
    kaggi Posts: 254
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    lisyloo said:
    Are you dealing with them by the app chat (India I think from the English), or by phone (US I think from the accent).

    i find the phone better but you cannot switch part way.

    i would suggest a formal complaint.
    i started one and won.
    they have timescales on those that start at 72 hours.

    i Don’t think section 75 has timescales (chargeback does).
    Thanks, I’ve been dealing with it by phone and they’ve been great up until now.  I just don’t understand why there’s so many problems with this when usually they’re great.  If things don’t improve within the next day (to give them time as it’s new year) or so I will start a formal complaint.  I’m trying to be understanding as I know how difficult things are everywhere and how busy the6 must be but for them to have not even contacted the merchant about it when they were already dealing with them for the larger claim seems very odd.  
  • born_again
    born_again Posts: 13,575
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    edited 2 January 2022 at 12:43PM
    Don't know if Amex work on the same timescales as Visa. But that deposit is over 540 days ago. So well out of time to claim back.

    So to be generous & say you paid 31 Aug 2019, 540 days is January 22, 2021.

    Sounds like a chargeback to me given the reason they gave, rather than S75.

    Also this is in wrong section. It should be under Credit Cards NOT 
     Stoozing: Free Cash from Credit Cards 👍
    Might want to get a board mod to move it.
    Life in the slow lane
  • lisyloo
    lisyloo Posts: 29,502
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    edited 2 January 2022 at 12:57PM
    Section 75 has no time limit ??

    it is holiday season but I don’t buy the covid excuses for an international organisation. They should be able to shift their workload by now.


  • kaggi
    kaggi Posts: 254
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    lisyloo said:
    Section 75 has no time limit ??

    it is holiday season but I don’t buy the covid excuses for an international organisation. They should be able to shift their workload by now.


    I took it to be more that they are really busy with claims as there will be lots of people in the same position as I am.  
  • lisyloo
    lisyloo Posts: 29,502
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    kaggi said:
    lisyloo said:
    Section 75 has no time limit ??

    it is holiday season but I don’t buy the covid excuses for an international organisation. They should be able to shift their workload by now.


    I took it to be more that they are really busy with claims as there will be lots of people in the same position as I am.  
    True. I just think it gets Trotted out as an excuse regardless of the real reason.
  • kaggi
    kaggi Posts: 254
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    Don't know if Amex work on the same timescales as Visa. But that deposit is over 540 days ago. So well out of time to claim back.

    So to be generous & say you paid 31 Aug 2019, 540 days is January 22, 2021.

    Sounds like a chargeback to me given the reason they gave, rather than S75.

    Also this is in wrong section. It should be under Credit Cards NOT  Stoozing: Free Cash from Credit Cards 👍
    Might want to get a board mod to move it.
    Going by that rule, the second payment was over 670 days old (from mid-January 2020 to mid November 2021) and I did ask them to raise it as a section 75 when I first contacted them, so as they quickly processed the claim for the balance I would think they did raise it as a section 75 otherwise both the transactions would’ve been well out of time.  They’ve also agreed on the phone  they have sufficient documentation to proceed with the claim.  

    Not sure how this ended up on the wrong board, but it’s probably something I’ve missed as I’m still getting used to the new layout.  
  • born_again
    born_again Posts: 13,575
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    Opps... Yep you are right. Unless Amex have longer timescale.
    I would go back & ask why no refund for the deposit. As S75 is 6 years.
    Life in the slow lane
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