RAPC

Correct. That was pretty much how a friend of mine who still works at another card issuer explained it as well. They are not pouring additional fuel on the fire unnecessarily in their view.

36902BRF

In my experience that may be true for smaller dollar amounts. Once you start getting into the hundreds of dollars you will get an immediate temporary refund but they do investigate.

FrustratedUK

I am based in the UK, so suspect I will be forced to jump through the hoops. However, no harm in trying and citing the relevant laws.

Often1

It has also never been the case for air carriers. There are many merchant vendors who simply advise their merchant acquirer that they will not represent for amounts below a given threshold. That is all baked into the software and the consumer's card issuer (bank) can issue its credit for the amount on the spot.

Estimates vary, but most suggest that it costs a merchant at least $50 to do the work to contest a chargeback even when the chargeback is baseless.

FrustratedUK

From the Amex website: "We understand these are challenging times. When considering Disputing a Charge, contacting the business directly is usually the best way to resolve a dispute. Many businesses have special cancellation or refund policies related to COVID-19 that may apply to your transaction. If you contacted the business and they agreed to a refund or a credit, please wait for an appropriate amount of time as businesses are dealing with unexpectedly high volumes. You can raise a dispute through American Express if you’ve been unable to contact the business or resolve the dispute with them. In appropriate circumstances, we may suspend the amount. You will receive communication indicating the suspense and you will not be liable to pay the disputed amount while we investigate the dispute. Please be aware that if you do go ahead with the dispute and the business has already refunded, or is offering to provide a credit for future use, we will rebill the charge to your account."

JSarj

If AMEX is getting on the side of credit for future use, particularly when its not clear who will survive, I guess the benefit of having an Amex just decreased massively. May as well move to Mastercard/Visa with that support.

Have not been able to find your quoted statement on Amex' website, mind sharing a link?

craigthemif

This will be all banks in the UK, not just Amex.

travellingjake

There’s some new text when submitting a S75 request/chargeback on the website relating to Covid-19 and giving retailers time to process refunds.

You’re still getting protection if the business fails but I think it’s a good move that Amex and other card issuers are encouraging patience around refunds.

Often1

There is no "the Amex website." It will differ from jurisdiction-to-jurisdiction and sometimes by card product. Thus, important to identify the specific location for the quoted section.

There is nothing in that quoted section as a matter of business practice. It is a request -- not a requirement -- for time to achieve refunds. In the case of a ticket where an air carrier has cancelled, the EC 261/2004 requirement of initiating a refund within 7 days remains the law. Thus, one may file a chargeback on the 8th day.

Amex, on the other hand, is free to request some patience because processing is largely manual and that backs up other requests. On the other hand, the temporary credit, e.g. "suspense" is valuable for those who do not want to deplete their own cash reserves while large amounts are pending. I might be more tolerant of a longer refund delay for a small amount than a large amount.

FrustratedUK

Here you go jsarj. Hope of use:

https://www.americanexpress.com/en-u...tice/covid-19/

jp-mco

I’m owed quite a lot by VS and my credit card company (not AMEX) have issued a 3 month waiver on interest pending the return of the funds.

Often1

It would be interesting if you would identify your issuer / bank as that seems to be a growing trend. There are nuances and slightly different terms, but anything that stops interest means that the card issuer intends to enforce the chargeback as nobody lends money for free (comercially).

jp-mco

It’s a Virgin Atlantic MasterCard issued by Virgin Money. They offered this when I said I wanted to do a chargeback.

lkar

Cancelled an award ticket by text 30 days ago and was told I would hear from refunds within 30 days but of course have heard nothing.

Edit: Well, surprise surprise today I got an email that my refund request has been received which is a start I guess.

Flexible preferences

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