Thank you for the notification regarding this complaint and for the opportunity to respond To provide some background, we have been having a problem with American Express since the first of May with AMEX double charging its' customers These charges were not showing up in our
system, nor in our bank account We were first made aware when we started receiving "Charge Back Notifications" from our guests who used AMEX Their statements did not show a Transaction number and was coming from a different location (one that does not exist) As a result, we quit taking AMEX The guest in question stayed here with another family and they were sharing the cost She came to the Front Desk and gave her card as payment When one of our Associates swiped the card, they obviously did not notice it was AMEX, but our system allowed the payment and coded it as a VISA payment Ms*** called our establishment this morning and spoke with one of our Reservation Agents I overheard that conversation where she tried to explain to her that we would be more than happy to assist her if she could send us her Statement so we could verify the charges I was not part of that conversation other than being in the vicinity, but she seemed to be combative and uncooperative with our Agent Our Agent gave her the same information in a calm manner several times before the call ended A few minutes later, she called back with the same argument The same Agent reiterated what she had already told her that we did not double charge her, but would be more than happy to assist her with reconciling the situation Our system was still displaying that a VISA was used rather than AMEX The call ended as well A few minutes later, the guest called back a third time and I answered the phone She stated she wanted to get this issue resolved right away Since I had not spoken directly with her to recognize the voice or the phone number, I asked her what the issue was She stated her "double charges" which made me realize who I was speaking to At that time, I also began explaining to her that is was an AMEX issue and we were trying to assist her At that time, she began yelling at me at a very fast paced tone that she was going to contact her lawyer because we were just trying to "rip people off" and that I was just trying to "blame AMEX when you know all along you are trying to rip people off" and blame it on everyone else At that time, I calmly stated to her that I was trying to explain what was going on and did not appreciate being spoken to in that manner She was so busy screaming and carrying on that I doubt she even heard me I said three times - calmly and with witnesses - Have a good Day Ma'a, I am hanging up She was very rude and combative when we were only trying to assist her, going by the limited information we had available One other thing to note is that from the initial phone call, the Reservation Agent she originally spoke with began working on how we could resolve the issue She notified our IT Manager right away so he could look in to it After yelling at me, she called back a 4th time, and the original contact was able to verify in our system that, although it was coded as a VISA charge, it was in fact an AMEX card number She immediately contacted our IT Manager again, and asked the guest to contact AMEX with a Claim # so we could expedite the process of getting her a refund To the best of my knowledge, the issue is being resolved today as long as the guest returns the information we requested
Thank you for the notification regarding this complaint and for the opportunity to respond To provide some background, we have been having a problem with American Express since the first of May with AMEX double charging its' customers These charges were not showing up in our
system, nor in our bank account We were first made aware when we started receiving "Charge Back Notifications" from our guests who used AMEX Their statements did not show a Transaction number and was coming from a different location (one that does not exist) As a result, we quit taking AMEX The guest in question stayed here with another family and they were sharing the cost She came to the Front Desk and gave her card as payment When one of our Associates swiped the card, they obviously did not notice it was AMEX, but our system allowed the payment and coded it as a VISA payment Ms*** called our establishment this morning and spoke with one of our Reservation Agents I overheard that conversation where she tried to explain to her that we would be more than happy to assist her if she could send us her Statement so we could verify the charges I was not part of that conversation other than being in the vicinity, but she seemed to be combative and uncooperative with our Agent Our Agent gave her the same information in a calm manner several times before the call ended A few minutes later, she called back with the same argument The same Agent reiterated what she had already told her that we did not double charge her, but would be more than happy to assist her with reconciling the situation Our system was still displaying that a VISA was used rather than AMEX The call ended as well A few minutes later, the guest called back a third time and I answered the phone She stated she wanted to get this issue resolved right away Since I had not spoken directly with her to recognize the voice or the phone number, I asked her what the issue was She stated her "double charges" which made me realize who I was speaking to At that time, I also began explaining to her that is was an AMEX issue and we were trying to assist her At that time, she began yelling at me at a very fast paced tone that she was going to contact her lawyer because we were just trying to "rip people off" and that I was just trying to "blame AMEX when you know all along you are trying to rip people off" and blame it on everyone else At that time, I calmly stated to her that I was trying to explain what was going on and did not appreciate being spoken to in that manner She was so busy screaming and carrying on that I doubt she even heard me I said three times - calmly and with witnesses - Have a good Day Ma'a, I am hanging up She was very rude and combative when we were only trying to assist her, going by the limited information we had available One other thing to note is that from the initial phone call, the Reservation Agent she originally spoke with began working on how we could resolve the issue She notified our IT Manager right away so he could look in to it After yelling at me, she called back a 4th time, and the original contact was able to verify in our system that, although it was coded as a VISA charge, it was in fact an AMEX card number She immediately contacted our IT Manager again, and asked the guest to contact AMEX with a Claim # so we could expedite the process of getting her a refund To the best of my knowledge, the issue is being resolved today as long as the guest returns the information we requested