Amex Credit Card Complaint

Amex Credit card department,

Billing disputes New York

I 'm an American Express card holder with account ending in -. This is regarding a charge for $2000.00 transaction that posted back in - - by a merchant named -. Shortly after the transaction posted, I contacted - to dispute this charge as the merchant did not deliver the service as promised. The the billing dispute Reference # assigned for this was -. The charge was initially suspended, but on -/-/- this charge was rebilled to my account without any legal basis. We also understand that Per the Amex rules, American Express neglected to properly investigate this and failed to go back to the merchant timely, thus Amex may have failed to recover the funds from the merchant. However, regardless to American Express conduct in recovering these funds from the merchant, it is my position that per Reg Z and per my card member agreement with American Express, you had no right to re-bill me for this disputed charge. The merchant did not deliver what it promised to deliver, we reported this issue to Amex timely, and we filed this billing dispute with all required details. Per the Amex rules, per my card member agreement, as well as the


presented to me a luxury vacation apartment rental which was described to be a - bedroom apt with - beds. The apartment was to be a luxury apartment, clean bedding for -, a cleaned apartment such as expected for a vacation rental and clean toilets. When we arrived at the apartment, the overall apartment was very dirty, - of the - bathrooms were in a condition as just used with the batch even full of used water, and used bedding. Instead of - bedrooms, there were only -, and instead of - beds there was only - beds in total. When called the hotel receptionist, they offered that we can use the couches, and that they can send over someone to clean the following day. Obviously, that was unacceptable and we demanded alternative accommodations, which they refused. Without any option available to settle with them, we had to leave the property and go search with alternative accommodations which took hours and was a great nightmare. We understand the merchant provided there copy of the terms being all sales final. However, this is the first time I see this, this was not properly disclosed to me at the time of the transaction and they must have signed this on their own. In addition, we find that no merchant policy has any bearing on this situation since the merchant failed to deliver what they promised. The merchant improperly described the property, and they can not expect that we shall be stuck to accept something we never agreed to accept. We made reservations for a clean luxury villa with - beds and - bedrooms. We can not be forced to have accepted a - bedroom in place of a -, and a dirty one in place of clean, and - beds instead of -. They can also not expect that accept couches to accommodate the missing beds. No policy of the merchant has any legal bearing on this situation, and pursuant to the bankcard rules, such policy would be void and null when mis-described in such a magnitude. Regardless, as stated above, such final sale policy was never properly disclosed to us.