Why aren't Amex or BA giving us our £1350 flight refund?
Last year I booked two first class flights with British Airways to Boston for our honeymoon using accrued Avios points, paying the extra £1350 due in taxes with my American Express card.
However, flight times were changed and we had to cancel. The problem is that my refund was lost.
BA says it refunded the amount to my credit card, but American Express insists it has been returned to the airline because my card had expired. However, he will not provide proof of this transaction, which BA says he needs.
I am now in the absurd position where BA says he refunded the money, but American Express says he doesn't, and no one will take responsibility despite weekly calls to the two. Beyond calling the police, you are my last resort.
It's been almost six months and both companies refuse to do anything, which leaves me huge expense.
OR, London
Recovering your money for this trip was a nightmare.
American Express says your account has been closed for some time, when they received your refund from BA they sent it back to the airline so that she can deal directly with you.
It may have happened, but you were unable to move forward because BA told you that even if a card has expired, refunds are usually issued to the account holder, via the bank or credit card company, who then passes them on to the customer.
He wanted American Express provide proof that the money was returned before issuing a another refund (which he wouldn't do). It left you bouncing between the two for months.
American Express claims that all of their processes were followed correctly, but acknowledges that you had a frustrating experience and that you waited a long time for your money. As a sign of goodwill, she sent you a check for the full amount.
You are happy to be reimbursed, but unhappy with the treatment you received and are taking this case to the Financial Ombudsman Service.
We welcome letters but cannot respond individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters are subject to our terms and conditions
Last year I booked two first class flights with British Airways to Boston for our honeymoon using accrued Avios points, paying the extra £1350 due in taxes with my American Express card.
However, flight times were changed and we had to cancel. The problem is that my refund was lost.
BA says it refunded the amount to my credit card, but American Express insists it has been returned to the airline because my card had expired. However, he will not provide proof of this transaction, which BA says he needs.
I am now in the absurd position where BA says he refunded the money, but American Express says he doesn't, and no one will take responsibility despite weekly calls to the two. Beyond calling the police, you are my last resort.
It's been almost six months and both companies refuse to do anything, which leaves me huge expense.
OR, London
Recovering your money for this trip was a nightmare.
American Express says your account has been closed for some time, when they received your refund from BA they sent it back to the airline so that she can deal directly with you.
It may have happened, but you were unable to move forward because BA told you that even if a card has expired, refunds are usually issued to the account holder, via the bank or credit card company, who then passes them on to the customer.
He wanted American Express provide proof that the money was returned before issuing a another refund (which he wouldn't do). It left you bouncing between the two for months.
American Express claims that all of their processes were followed correctly, but acknowledges that you had a frustrating experience and that you waited a long time for your money. As a sign of goodwill, she sent you a check for the full amount.
You are happy to be reimbursed, but unhappy with the treatment you received and are taking this case to the Financial Ombudsman Service.
We welcome letters but cannot respond individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters are subject to our terms and conditions
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