Credit card or prepaid card -- Other features, terms, or problems -- Complaint #5364405
Complaint Overview
Complaint ID: 5364405
Company: American Express Company
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with customer service
State: Tennessee
ZIP Code: 37215
Date Received: 2022-03-24T12:00:00-05:00
Date Sent to Company: 2022-03-24T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
We purchased airline tickets with Amex XXXX. Due to XXXX we had to cancel the flight. On XX/XX/XXXX we cancelled the flight. When cancelling the flight Amex representative told us we would be refunded our {$6600.00} to our card. Additionally they sent an email on XX/XX/XXXX that shows it will be refunded to the card with 45 days. On XX/XX/XXXX I followed up to find out the status of the credit. Amex is now claiming they never said it would be credited to account. They stated they would review the call and provided case number XXXX. We have called now multiple times to follow up on the status of this case. Originally they said that review would be done in 7-15 days. We are now over 40 days and they still have not reviewed the call. We have emailed and called repeatedly and they all end in dead end calls where they say they can do nothing. Please assist as this is a significant amount of money promised to be returned both verbally and in an email.
Frequently Asked Questions
What is Complaint #5364405 about?
Complaint #5364405 was filed against American Express Company regarding Credit card or prepaid card specifically about Other features, terms, or problems. It was received by the CFPB on 2022-03-24T12:00:00-05:00.
How did American Express Company respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against American Express Company?
Yes, visit the American Express Company company profile at readthecomplaint.com/company/american-express-company to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.