American express no refund
Discussion
Purchased 2 items back in June. 1 turned up the other was incorrect. Phoned the company said yes no problem will sort it out. No response. Several emails sent no response. Went out and bought the correct items from a competitor. Asked them to pick up and refund. They pickup but only refund me for one item (the correctr one) said the other item isnt what they sent out and the matter was now closed.
I contact amex and then get a letter back saying 'because we only act as the billing agent you will need to contact the business directly to resolve this matter'.
Where do i go from here as the company is near to useless and the reason i contacted Amex was because I couldn't get my refund back.
The items were £100 and £300 pounds. They have only refunded me £100.
I contact amex and then get a letter back saying 'because we only act as the billing agent you will need to contact the business directly to resolve this matter'.
Where do i go from here as the company is near to useless and the reason i contacted Amex was because I couldn't get my refund back.
The items were £100 and £300 pounds. They have only refunded me £100.
Amex operate a chargeback scheme and should have told you that. There's a 120 day time limit but if Amex have given you wrong information then you might have a change to reset that if you're already over it.
https://www.which.co.uk/consumer-rights/advice/how...
https://www.which.co.uk/consumer-rights/advice/how...
wjwren said:
Purchased 2 items back in June. 1 turned up the other was incorrect. Phoned the company said yes no problem will sort it out. No response. Several emails sent no response. Went out and bought the correct items from a competitor. Asked them to pick up and refund. They pickup but only refund me for one item (the correctr one) said the other item isnt what they sent out and the matter was now closed.
I contact amex and then get a letter back saying 'because we only act as the billing agent you will need to contact the business directly to resolve this matter'.
Where do i go from here as the company is near to useless and the reason i contacted Amex was because I couldn't get my refund back.
The items were £100 and £300 pounds. They have only refunded me £100.
Are you a business or an individual? Consumers have substantially more protection under the law. Amex, for example, would be jointly liable (with the merchant) to you if the merchant violated the Consumer Rights Act 2015, which usually results in a much cheerier response from them, as they simply charge-back the merchant.I contact amex and then get a letter back saying 'because we only act as the billing agent you will need to contact the business directly to resolve this matter'.
Where do i go from here as the company is near to useless and the reason i contacted Amex was because I couldn't get my refund back.
The items were £100 and £300 pounds. They have only refunded me £100.
martinbiz said:
Amex credit card
Assuming the OP is a consumer, the Consumer Credit Act would apply. However, there can be a problem if the merchant chooses to use a third party to process the payment (which, in turn, works with Amex to charge you). It's a bit of a dog's breakfast at the moment. See: https://www.moneysavingexpert.com/news/cards/2017/...The Financial Ombudsman Service handles complaints about credit card issuers and Section 75, so try filing a complaint with the FOS, but if that fails you would probably have to sue the merchant (and/or Amex, too) in small claims court (MCOL).
I went through this with American Express and they couldn't of been more helpful (as they always are).
If there's not anything missing from the story, perhaps get back in touch with them?
EDIT - Faulty product, retailer not interested. American express asked me for some documentation, and refunded me as soon as they received it. Some time later they let me know they'd finished their investigation and were happy to draw a line under it.
If there's not anything missing from the story, perhaps get back in touch with them?
EDIT - Faulty product, retailer not interested. American express asked me for some documentation, and refunded me as soon as they received it. Some time later they let me know they'd finished their investigation and were happy to draw a line under it.
Jakg said:
I went through this with American Express and they couldn't of been more helpful (as they always are).
If there's not anything missing from the story, perhaps get back in touch with them?
EDIT - Faulty product, retailer not interested. American express asked me for some documentation, and refunded me as soon as they received it. Some time later they let me know they'd finished their investigation and were happy to draw a line under it.
My experience with Amex is also quite good, but I suspect that what has happened here is that the merchant has used a "third party" to process the OP's payment (as discussed in the MSE article I linked). From Amex's perspective, if it has no direct contractual relationship with the merchant (because the merchant is in fact a customer of the third party payment processor), it has no direct leverage over that merchant which it can use to ensure that it gets paid back the money it pays to the consumer. If there's not anything missing from the story, perhaps get back in touch with them?
EDIT - Faulty product, retailer not interested. American express asked me for some documentation, and refunded me as soon as they received it. Some time later they let me know they'd finished their investigation and were happy to draw a line under it.
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