Amex Credit Card Complaint

Amex Credit card department,

Billing disputes Illinois

On -/-/2016 I received a call from my tenant at - - - - indicating there was no heat in the home. As it was winter in - and my tenant has - children, I needed to get it addressed ASAP and my husband was out of town on business. I called a few places and was able to get - to come out the next day. Communicated with tenant on -/-/2016 he was smelling gas from the water heater exhaust as the hole they cut for the filter was way too big. Tenant was very concerned for his family and their safety. I called American Express to dispute the charge and explain the situation. I was told by a representative NOT to contact the vendor, he would take care of that. I asked him a minimum of 2 times and he told me that I did not have to, and American Express


As I understand the communication from -, they have no records of any contact being made to them after installation and have not been given the opportunity to remedy the issue. I did n't contact them under the advisement of American Express. Since then I have been disputing these charges with American Express and they can not make the connection that I was acting on the direction of their representative. American Express now wants me to pay for the furnace as - does not want it back and American Express will not take any responsibility. I have been a card member with them much of my adult life and am completely frustrated that they will not assist me and " back me up '' as they said they would.