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A few weeks ago, I disputed a £140 charge from a hotel that I stayed in which appeared on my statement in April, but for which I did not have – and they could not provide – a receipt for. AmEx contacted the hotel, and eventually sent me a letter with what is, in essence, a mock-up of a transaction slip from a card machine (i.e. not a copy of the actual slip, a mock-up that looks like it was generated in Word), which clearly states it was a Cardholder Not Present (CNP) transaction. AmEx closed the dispute.
For a few quid, I might be tempted to let this go, but it’s £140 and the hotel is doing nothing – despite various attempts – to get me an itemised receipt. The CNP nature of the transaction makes me suspicious, too.
Has anyone had any luck in getting AmEx to re-open a dispute and actually investigate it? Feels to me like I was fobbed off here by both hotel and AEXP.
On a different level as it was ~ £40 but I’ve found d Amex to be really helpful when you’ve been charged for something you didn’t receive or the wrong thing
Ring them up and speak to someone in brighton
- This reply was modified 55 years, 4 months ago by .
A few weeks ago, I disputed a £140 charge from a hotel that I stayed in which appeared on my statement in April, but for which I did not have – and they could not provide – a receipt for. AmEx contacted the hotel, and eventually sent me a letter with what is, in essence, a mock-up of a transaction slip from a card machine (i.e. not a copy of the actual slip, a mock-up that looks like it was generated in Word), which clearly states it was a Cardholder Not Present (CNP) transaction. AmEx closed the dispute.
For a few quid, I might be tempted to let this go, but it’s £140 and the hotel is doing nothing – despite various attempts – to get me an itemised receipt. The CNP nature of the transaction makes me suspicious, too.
Has anyone had any luck in getting AmEx to re-open a dispute and actually investigate it? Feels to me like I was fobbed off here by both hotel and AEXP.
Call them and ask for a more detailed investigation and explain your suspicions. My own experience has been nothing but positive with anything below £100 closed in my favour within hours. Only BA ever kicked back on a claim and to be fair because they refunded just beforehand.
Good luck
@AL you have given very little detail, but I am guessing you have some idea what this relates to, but you are disputing some or all of the charge?? The charge has gone through as CNP because the hotel has your details on file and you presumably agreed to remain liable for any post checkout charges.
If there is simply no basis for the charge, it is most unusual for Amex, above all other card issuers, not to sort it out so I think we haven’t been told the whole story.
Perhaps I do need to speak to Brighton as a next step – I was hoping to avoid having to call, as I’ve rarely had to call before and manage my cards through the app.
To JDB’s point, I paid for lodging (£220) and a drinks bill (£50ish). The drinks bill was settled independently of the lodging, and for a substantially different value. The receipt from the hotel accounts for the lodging. The other £140 cannot be evidenced, hence the thread.
If nothing else, calling Brighton gives me an excuse to sit in front of the car air con for a while!
Is the hotel refusing to tell you what the charge was for? As you say, all charges are usually itemised on the bill at check out. Can you say which hotel it is?
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