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American Express Services Europe Limited

Financial Ombudsman decision DRN9990871 Not upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Payment delayed or failed, Service failure

In the Ombudsman’s words

It didn’t do so. Mr L contacted it again and was asked to provide evidence of where the money had been paid in from, which he did. After further delays AMEX explained that the funds were not transferred back to his other credit card because the bank details didn’t match their records. But Mr L wanted the money to be transferred to his current account. After further delays by AMEXPayment delayed or failed

AMEX apologised for its poor service and said it would provide feedback to the relevant business areas on Mr L’s experience. It accepted that an error had been made in the process it had followed, and that its employee had requested the wrong information from Mr L.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN9990871.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.