Amex Credit Card Complaint

Amex Credit card department,

Billing disputes California

I opened up a billing dispute for an item never received for my American Express Card in the amount of - on -/-/15. It was for a custom engine that was never received and this non deliver was verified by third party California - - - -. The - agent advised me to use continue the dispute process through my credit card company. I initiated the charge back via telephone, they were very helpful and mentioned they would get to the bottom of it. They opened up a chargeback and gave me an online resolution department to check status. I went online and noticed they had put the reason for dispute as an Unauthorized charge. I thought this was strange, and I actually called back in shortly after and asked them to change this to correct reason of dispute ( good not recieived ). The service agent told me ( paraphrase ) " their is only one reason in our system so this should be ok, just write a letter explaining what happened and our resolution department will take care of it. '' I thought it was odd at the time that they only had one classification but I wrote


had to contact American Express multiple times and and eventually request a manager who then correctly categorized dispute as items/goods not received. They went back to the merchant and ask for more information, the vendor told them he had given me the engine and they promptly closed case, despite having no evidence that this was actually done. I then had asked for the proof used by American Express to side with vendor. This went around a few times, with this evidence never being provided by American Express nor merchant. Ultimately American Express suggested I go back to the merchant, despite not removing the billing error nor providing any evidence to show that I had received item in question. My concern is how American Express can not remove a billing error and then suggest that I go back to a merchant to work things out, instead removing a valid billing error that I raised. I had tried to work with vendor multiple times and would never gone the route of billing dispute or have an independant investigation if things were workable. I can provide all communication between American Express and I. I also have same information regarding communication between vendor and I. I can also go to court, if needed, to bring the supeonable evidence which will corroborate my case. The heart of the matter, I raised a billing dispute, American Express did not remove this dispute. The provided no evidence ( after multiple requests ) that the items were indeed delivered to me.