AMEX refusing to pay money they lost

km1500

while this is ongoing i would make at least the minimum psyment again just in case it turns out to be your 'fault'  eg putting wrong card no in ref field.

samal

Have not confirmed if card number as the reference was added.

kaMelo

penners324 said:

Get your bank to do a charge back on it

On what basis would the bank instigate a chargeback?

As a debit card payment there is no reference number to add so it can't be that.

There is not really much you can do other than wait, counting down the days until you can take your case to the ombudsman in the meantime.

grumbler

kaMelo said:

penners324 said:

Get your bank to do a charge back on it

On what basis would the bank instigate a chargeback?

E.g., for Visa,

13.6 Credit Not Processed

Description - The customer claims a credit was due but never processed

Typical Causes - The merchant didn't credit the account; ...

(Not sure what credit it is - to the merchant's account or to the customer's card)

Check Mastercard yourself

OceanSound

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.

Yep, Amex chat support will try and stonewall you and try their best not to lodge the complaint. 

I had to repeatedly contact them. 

Even after the security question is answered, they will ask you irrelevant questions or the same questions that have been asked earlier by the previous agent. 

When asked why the complaint wasn't lodged, I was told 'it wasn't captured'. 

Also, tried to belittle the reason for my complaint with "the ONLY reason you want to complaint is because the agent who could not handle your query well....' 

After investigating the complaint, it turned out their system wasn't updated and the agent was giving out obsolete info. So, I had cause for complaint after all.

lisyloo

I have found Amex service much better over the telephone than by chat.
I cannot say this for certain but from accents the phone help seems to be usually US based.
The chat appears to be written by people who's first language is not english. e.g "I will do the needful"

You cannot switch between the two e.g. the phone people won't have access to a case raised in chat.

OceanSound

grumbler said:

kaMelo said:

penners324 said:

Get your bank to do a charge back on it

On what basis would the bank instigate a chargeback?

E.g., for Visa,

13.6 Credit Not Processed

Description - The customer claims a credit was due but never processed

Typical Causes - The merchant didn't credit the account; ...

(Not sure what credit it is - to the merchant's account or to the customer's card)

Check Mastercard yourself

Second this suggestion.

Request chargeback with bank (the bank that issued debit card) and if this is incorrectly refused or handled. Complain to bank. If the complaint is not upheld, then that would also give you the right to complain to the ombudsman about the chargeback refusal or mishandling. 

I remember doing this once. A hotel in Australia, handed me a receipt to sign (to make payment for room). The amount was clearly written in AUS. I wrote on the receipt 'Please process in local currency' and didn't tick the box saying 'process in GBP', signed receipt, and handed my HSBC debit card to the receptionist. Few days later I see that the payment has been processed in GBP - not local currency AUS. The dreaded DCC (Dynamic Currency Conversion) used without my permission!!.

I requested chargeback with HSBC. HSBC refused. I Complained to ombudsman. I remember, digging out the relevant clause(s) in the visa chargeback rules and sending them to the ombudsman before he gave the decision.

Complaint was upheld (decided in my favour) with  £100 compensation awarded. Decision can be seen here: 

https://www.financial-ombudsman.org.uk/decision/DRN3424460.pdf