Has anyone successfully resolved a disputed charge with Amex when the vendor claims it’s handled but it’s not? The online portal and phone process keep leading to the same result (they basically point to a credit but that credit is for a different item). We keep showing the receipts and listing all the purchases (3) and showing how the charges and credits still leave us in a (deep) hole, and sending the emails where the manager said we’d be refunded…but it goes nowhere. How do you escalate?

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Sorry, not sure I fully understand, but if the vendor is claiming they issued the credit and they didn’t, Amex should still dispute the charge so you don’t have to pay. On all of 2 occasions I disputed charges from 2 different vendors (1 each) and Amex didn’t let the charges go through. There was literally no issue at all (at least not with Amex). My charges were still pending when I called to dispute though. Call Amex again. They should really be the ones to handle.

Yeah, I’ve called. The person on the phone gets it and then we get the same response again which is “yay! It’s resolved, you’ve been credited!”

But it’s not. Basically paid $6k in advance for hotel suite. Checked in and it was not the suite we asked for (like they’d subcontracted out a condo building down the street and instead of resort luxury it was a hell hole without even the number of beds). Refused room, put in temp regular hotel room and then had to move to a new hotel (spent night online searching and next day moving- and paid through the nose for new hotel obv). Check out: they try to charge me $1800. I say nope. Manager says he’ll resolve. Get email saying “our bad, full refund of 6k coming up.”
Cool.
Get home to a new 3k charge.
Every time we dispute they point to 6k refund.

I can’t figure out how to get it resolved! The online portal and phone call (which then prompts you to use the portal for the documents) has not worked after 3 times!

Escalate to the CEOs office. That may sound nuclear but every companies got an office that handles complaints to the CEO, it’s usually a group of well trained people very good at their job. Good luck.

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