Amex does not want to refund me for a hotel reservation which was cancelled way ahead of the free cancellation deadline (Complaint Reference: E75AD65QL). I have now spent over two hours between online chat, emails, sending print screens, etc and am just exhausted. Not that I would need to prove something which is factually true, but there is clear evidence that I am right. Firstly, the reservation does not show on Amex's own website in the "Manage My Bookings". All reservations that were not cancelled show up there. If the reservation had not been cancelled it should be shown there - it does not. Secondly, they have already admitted via email that I did not use the reservation. Note I have been an Amex client for over four years and more recently became an Amex Platinum. This is completely unacceptable and goes against everything you would expect regarding customer service for a Platinum customer. I don't have more time to waste on endless emails with their "investigation" department so Trustpilot is my last resort. I will also cancel my credit card - better to take my business elsewhere.
