Frustration with American Express 22 July 2022 at 2:04PM in Credit cards 5 replies 272 views

Andrew_Grimsby

I recently cashed in my voucher with British Airways after two years. I have emails from BA confirming the money was returned to American Express on 7th May. The sum is approx £1600.00.

Since then every attempt to have the money returned to me by Amex has failed. They tell me they cannot locate the money and to contact BA. Then when I send them BA's response with dates and references they just ignore. Every time I ring them I am promised an email or a call back. I never receive either. You can only speak to Customer Service when you ring and they will never transfer you to anyone. Today I have even been told their department has no manager I can speak to. This saga would be funny were it not pathetic, but I am now getting desperate and do not know where to turn.

I thought it was illegal for credit card companies to hold client money? American Express do not seem to care, it is almost because they have a credit cared tie in with BA everything is cosy and they do not want to assist. But I am so stressed out and do not know how the money returned or who to turn to. I am having sleepless nights because I need that money to pay bills and I am worried as to where it is, and if I am ever going to see it again.

Does anyone have any ideas about how I can try and get this back, or where I can go next? I am considering legal action but wonder how easy that is?

[Deleted User]

Andrew_Grimsby said:

I thought it was illegal for credit card companies to hold client money? 

No, it's not illegal. You just don't get interest on it.

Does your statement show any sign of the refund on the dates that BA claim? If not, then it seems BA didn't process the refund correctly.

Andrew_Grimsby

[Deleted User] said:

Andrew_Grimsby said:

I thought it was illegal for credit card companies to hold client money? 

No, it's not illegal. You just don't get interest on it.

Does your statement show any sign of the refund on the dates that BA claim? If not, then it seems BA didn't process the refund correctly.

It's an Amex card I cancelled in the last two years but Amex assured me that would not be a problem. BA will not assist anymore as they have given me all the reference numbers and dates and say Amex have it. It is in dispute with Amex and I have uploaded all the evidence and heard nothing and they will not contact me.

[Deleted User]

If Amex can't find it, it may have bounced back to BA, so get them to check that first.  

If that doesn't work, raise a formal complaint with Amex.

Andrew_Grimsby

And if I raise a complaint they will cancel the dispute under which they are supposed to be trying to locate the money!! It is a joke, every way I turn I hit more brick walls. I just want the money desperately.

[Deleted User]

Andrew_Grimsby said:

And if I raise a complaint they will cancel the dispute under which they are supposed to be trying to locate the money!! It is a joke, every way I turn I hit more brick walls. I just want the money desperately.

They won't do that, because they they then know that an unresolved complaint turns to a FOS complaint, which leads back to them having to resolve the dispute.

They don't value you enough to want to pay a FOS fee for you.