Incompetent or lying employees throughout...Until recently i had nothing but positive things to say about amex. this month i booked sone flights online through MyTrip which after initially being confirmed were immediately cacnelled via email, with the promise of a refund within 5 days. as the amount was not returned i requested amex to chargeback, explaining ehat had happened and offering to provide the merchant email detailing cancellation and the promise of a refund. i was told this was necessary in the first instance and that they would request it if required. a couple of weeks later i noticed amex had taken the amount back out. they then claimed that the merchant had proved the charge was valid. essentially the merchant had proved the original confirmation which was never in dispute. amex hadn't asked me to prove the merchant cancelled which i happily would have done. i had the dispute reopened, loaded the supporting email to their portal. it dispute was again declined. i called and chatted many times and kept getting told that the merchant had proved the charge was valid. i then raised a complaint where the handler refused to admit any error on the part of amex, and basically claimed that the merchant had always agreed to pay the amount back. happily they did so today. the most stressful thing in this debacle was (a) the failure to correctly raise the dispute in the first place and (b) the refusal of the complaints handler to acknowledge any failing. i susoect they wont care when i close my account down as i always pay my bill on time and they therefore dont make any money from me...maybe that is why they have treated me so terribly?
