AMEX TrueEarnings Card Trouble
Ever since I discovered the mysterious charges on my AMEX TrueEarnings card in February, I called American Express almost on a monthly basis: to get a refund of the unauthorized charge and check the status of the investigation I was promised for. I got the refund every time I called, but the investigation seemed going nowhere until early June after I finally spoke with a manager. Back then I was told to give them 8 weeks and let the investigation finish. I took their words and waited patiently for the outcome of the investigation.
Last night when I checked my statement, I was shocked to see that not only the charge from Netherlands kept coming, but amount jumped from $37.90 to $309.60 in July!
That’s great! I am asking to get the charge stopped, not for more! Then I called and asked to speak to the supervisor directly and got her version of what has been going on. Apparently nothing. She told me that since all the previous charges were relatively small ($37.90), what they did was just re-bill the merchant and refund me the money. There was no investigation at all despite the promise from the last manager. So basically what I heard was the $37.90 charge wasn’t worth the time and effort. Now as the activities at the other party have no sign of stopping and the amount is getting larger, she said this time they will get serious about this matter and will actually contact the merchant to resolve it.
It’s really frustrating to see that a company with good reputation in customer service ignored repeated requests for an investigation to end the unauthorized charges, which first appeared in last December. The manager said she understood my feeling and she would feel the same way if she were in my situation. However, I am disappointed by their no action simply because the amount was not significant.
In the end, I was assured, again, this time they will bring me a solid result from the investigation. And as I expected, that’s another 8 weeks away!
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