American Express Complaint - Unauthorized Charges
We were a customer of American Express for some 24 years. We have always paid the entire bill, on time or early. We recently took a trip to Europe, and used American Express for most of the charges on the trip.
Bills from Amex on our return showed charges we could not identify. I contested those charges, and Amex "investigated". They sided with the vendor. Turns out that the motel where we left our vehicle during the trip had charged us for parking, even though they agreed not to do so. Their policy was to give a week's free parking for every night's stay. We stayed there again on our return, and 2 different employees on 2 different days verified that we were covered for free parking by the 2 stays.
The Amex investigation amounted to asking the motel about the charges. Their answer, which I have, is that I "knew" that they were going to charge, which I did not, since I thought we had plowed that ground. They put the charges on my card 3 days after we departed, and there is no "hard copy" record of the charges. There was no record provided on our return, and I authorized nothing.
I have written twice to Amex, providing documentation of charges on the trip (including their own bill), and spoke twice with their Indian representatives. I got nowhere, even though they cannot provide a shred of evidence that I approved or signed anything allowing the motel to charge me. I now have written to them saying that when all charges are cleared up, they will get the card back. Others are glad to charge to us, since we do not carry balances, and never pay late. I paid Amex the parking, and am happy that it did not cost a fortune to find out that they allow unauthorized charges and are intractible about changing their mind. Others are glad to provide the temporary credit we need. It is scary to think that the company can put charges on the card and you not know, then expect you to pay them. The issue here is not the size of the charge, or even what it was for (even though we covered that), it is that it was made without our knowledge or consent.