AMEX refusing to pay money they lost

Mydoghatesme

Hello,

I am not sure where to turn for help with this issue as AMEX themselves have been useless and are constantly pushing me away. I am an avid reader and was hoping for some advice from yourselves about this matter as it feels like I am powerless in this situation. 

I have been in an ongoing dispute with AMEX since June 20th when I paid £294.84 and they ‘lost’ it. I contacted my bank and they confirmed it left the account and was successfully sent, not bouncing back or pending. AMEX then said it was likely lost on their end and then the circus began. I know that if I owed AMEX a 3 sum figure for 2.5 months that I would be charged for it and my credit score harmed, but when it is them doing it to me they seem untouchable. These are the events that have spanned the last few months up to now, and all of this is supported by chat logs on their app:

I first called them two days after I sent the payment as it usually goes through instantly and was still not showing. They gave me a reference number and told me it would be resolved shortly. Unfortunately I have no recording of that phone conversation, however the issues with their handling come from the online chats. This phone call asked me to upload evidence of the payment being sent out and nothing else. I provided a screenshot of my bank app transactions showing it leaving and a pdf of the transaction itself from NatWest.

05/07/22 - Told on chat that the issue was resolved - balance will be updated "within some time"

06/07/12 - Provided last 6 digits of debit card number which was forwarded to the relevant team following a request on the app

11/07/12 - Requested update - told the payment team had been "Shared the last 4 digits of the card number as of 06/07/22”

15/07/12 - Requested update, told to wait 5 - 7 days

21/07/22 - Requested update after no information for 6 days, was then again asked for first 6 digits of debt card, as well as the last 4 digits again.

24/07/22 - Chased again as was now a month after original payment, told it should be resolved in 7-10 business

days. Request raised 15/07, escalated on 21/07.

02/08/12 - Requested update, was asked for full card number for the third time, told again that the payment team was sent a “priority notice" on 24/07 and to give them "a few days". Was asked to "allow this week so it should be sorted".

09/08/12 - Requested update and asked about raising a complaint. Was told that documents submitted on 26/06 didn’t include my debit card number, and was asked for last 6 digits again, and to upload this information to the same place as the original phone call asked me to. I reminded the agent that I had provided this in various forms 3 times now. I uploaded the full card details as a picture online. I was then asked to wait another 24 hours “so that the team can give you updates on the payment”.

14/08/12 - Requested update after credit was applied + removed again. Was asked to remind the agent about details such as sum of payment and transaction date.

Was asked if the card details I uploaded were what I used to pay. Agent helped me to raise a complaint as the previous one had not despite my asking.

20/08/12 - Requested update after receiving letter dated 10/8 asking for my debit card number. I stated my wish to close the AMEX account due to the handling of the situation. I was then told to disregard the letter and to "expect the proper resolution by 23rd August”

30/08/22 - Asked for update and again asked to close my account afterwards as a result of dreadful customer service. Told “we do not have any update on the missing

payment case for you as our team is still investigating this for you”. I was then told the team had been emailed again “to provide an update on your case as soon as possible".

That is as far as it goes for now as I was away on holiday and did not contact them again to chase for another excuse update. 

I suppose I am writing to you in the vague hopes that you may be able to offer some advice on what my next action should be. I have considered emailing a customer service line of theirs and CCing the CEO for some effect but I can’t find one and I believe I need to wait for their official response to my complaint first, which they say they have up to 35 working days to respond to. I also have no social media presence so cannot apply pressure on their as that is usually the quickest way to get something resolved. Sadly it just feels as though I am disregarded as just an expendable customer to them due to not being on a fee-paying card as I would bet heavily that if I was on a high fee-paying card my issues would be resolved instantly.

Any response is greatly appreciated,

Many thanks

Dog

WillPS

Have you raised a complaint? It's not obvious from your timeline.

This should be your priority if not. Simply ring and ask for another update and then say "I'd like to raise a complaint about this" if their answer doesn't satisfy you.

Mydoghatesme

WillPS said:

Have you raised a complaint? It's not obvious from your timeline.

This should be your priority if not. Simply ring and ask for another update and then say "I'd like to raise a complaint about this" if their answer doesn't satisfy you.

Yes, was raised 14th Aug, however I had asked the prior agent on the 9th to raise it and they didn't.

[Deleted User]

Why haven't you formally complained?

After 8 weeks you can refer to the FOS

Mydoghatesme

Deleted_User said:

Why haven't you formally complained?

After 8 weeks you can refer to the FOS

I'm not certain what the FOS is but would guess that's the financial ombudsman something? Yes it has been 8 weeks since the incident but my formal complaint was only raised on the 14th of August, around 4 weeks ago. Plus usually they want a response from the formal complaint that you are unhappy with from what I saw online. AMEX have 7 weeks from complaint date to respond and if I am unhappy with that then I can escalate to ombudsman, from what I understand.

WillPS

Mydoghatesme said:

WillPS said:

Have you raised a complaint? It's not obvious from your timeline.

This should be your priority if not. Simply ring and ask for another update and then say "I'd like to raise a complaint about this" if their answer doesn't satisfy you.

Yes, was raised 14th Aug, however I had asked the prior agent on the 9th to raise it and they didn't.

Treat the 8th as your starting date in that case. If you haven't heard from Amex by the end of Oct 3rd escalate to the FOS (this will hurt them far more than an email to the CEO, incidentally, as they'll have to pay several hundred pounds at least). You will probably find Amex will resolve the issue before then.

The lesson should be that when you are dissatisified you should get a complaint in as quickly as possible, as that sets a clock for them to get things sorted.

Brie

Have AMEX done all the usual recognition of your complaint and provided the FOS (FO Service) escalation process?  If they haven't they are in breach of regulations.  

I would at a minimum at this point ring them and ask to speak to a supervisor.  

Mydoghatesme

Brie said:

Have AMEX done all the usual recognition of your complaint and provided the FOS (FO Service) escalation process?  If they haven't they are in breach of regulations.  

I would at a minimum at this point ring them and ask to speak to a supervisor.  

Yes they did send that email and say after 35 business days they'll give me details on how to refer to FOS or after they respond if I'm unhappy

penners324

How was the payment made? Debit card or bank transfer?

Did you include your card number as the reference if the latter?

Mydoghatesme

penners324 said:

How was the payment made? Debit card or bank transfer?

Did you include your card number as the reference if the latter?

Debit card, same as I always had done and have done since and all others have been fine

penners324

Get your bank to do a charge back on it