The most appalling bank I have ever dealt with !I booked an airbnb using my AMEX card however the accommodation was unsuitable due to heavy construction work going on next door, the pool was unsafe to use and the photos of the surrounding area had been doctored to hide neighbouring properties. We left the property and requested a full refund but airbnb refused to refund us fully. I took up the issue with American Express hoping that they would refund me but after MANY hours on the phone with them pretending to be listening and caring they rejected my claim on the grounds that I did not cancel the reservation which was not the case. I sent them pages of documentation which proved we had left the property due to its unsuitability. Their customer service was atrocious and they did not appear to keeping record of what I was telling them so I had to repeat myself to countless customer service agents which was very time consuming and frustrating. Fortunately the financial services ombudsman has agreed to take on my case which is a relief but after many years I have cut my AMEx card up.
