Very poor customer service regarding a refund We booked a cruise holiday using our Amex card which was scheduled to embark on 16 October 2022. However, following several months of clinical tests and reviews in the summer of 2022 my wife was diagnosed with cancer in September 2022 Despite sharing the information with cruise company one month before embarkation, they informed us we were too late to cancel the holiday and receive a refundDistraught with this news we asked Amex could they refund the monies, they kindly agreed to support our situation and refunded the monies. Following the transfer of the refund back into our account Amex confirmed the case was closed in a letter to us dated 1 November 2022. However and unbeknown to both my regular communication with their customer services throughout October -December 2022 and ourselves, Amex had changed their minds and said we were not eligible for a refund. Following the submission of evidence to the disputes team (which included details of two apologies from Amex customer services saying they wrong to ask for the monies back) they replied to us and whilst they accepted that they had given us incorrect information they would not accept their error and we had to still repay the monies and if we wished to challenge their decision had to take the dispute to the Financial Ombudsmen.
