Back in March I tried to my online travel credit to book accommodation through the Amex travel portal.
The booking was successful however it charged the card instead of deducting the travel credit. Not sure why, considering I ticked the box.
I tried to resolve it with the online chat, but they said I had to call. So I called Amex (Platinum card number), they acknowledged it, and said they could resolve it. Now, it was a public holiday (Friday) when I called so they said I had to wait until the next Monday. I said fine, please get it done. I flew out that weekend to go overseas for a few weeks including staying at the Amex booked accommodation.
2 weeks ago I log in to use more travel credits and see the travel credit is still there!! It had not been resolved as Amex had promised. I call again and they said they can't reverse the charge and deduct my travel credit as it's already past the booking date. They said it could only be done if they had been notified of it before the accommodation stay date.
They're essentially calling me a liar because they have no record of me calling or requesting them to 'fix' the travel credit deduction. I've waited another week for them to go back and find their phone recordings (said it takes 3 working days) and they said they'd call back if they find something. 6 working days and still no callback.
I can screenshot the call date/time on my phone but other than that I have no recording of the conversation. Any thoughts on how I can pursue this further or try and get Amex to fix the problem?