Those that know me should be very proud. Those that have witnessed (from the sidelines!) my previous ‘disputes’ will be more than very proud.
Quick warning: If you’re wondering how we got here, the original “Was I the AITA?” post is still available.
Spoiler: I was not.
This is a continuation from a previous post, and it might help to read that first. Unless, of course, you’re someone who prefers to skip straight to the part where I say “not having that nonsense” (PG version, obviously) — in which case, carry on.
Since that last update, things have progressed. I’ll keep it short(ish) — otherwise, I’ll rage for pages.
We left off with me raising a dispute with AMEX. I need to pause here and thank my lovely friend who helped educate me on all this — because honestly, I thought disputes with banks were reserved for large, clearly fraudulent charges. I had only a limited idea of just how far financial protection from credit cards can go. I totally accept that until this point, I must have been lucky in purchasing and lucky in banking.
So, dispute raised with AMEX. Early doors, I explained everything in the chat and left it in their capable hands. At the time, I didn’t even realise there was an option to upload supporting documents — which might have worked in my favour…Shortly after, I received a letter from AMEX. In summary:
“Soz, they’ve sent stuff that supports their side — here’s a copy — and we’re re-charging your card.”
What did they say? And my responses, in italics, for your viewing pleasure:
- They said they’d refunded the postage cost.
Absolute lie. I combed through every single statement. Nothing. Not even an “offer” of a refund. - They told AMEX the item was delivered the next day.
Excuse me? The evidence was not only incomplete — it was outright false and contradictory. Confusion by design, clearly. - They said their refund policy was shared upon initial enquiry.
Nope. We had several friendly email exchanges before I tried to action the return — at which point they declined outright. - They provided their Terms & Conditions.
Only part of them. The critical sections referencing consumer protection laws? Magically missing. - They claimed the item had been retained and never returned.
You can’t return something when they refuse to accept it. I offered, they refused — both the return and the refund. - They ignored all correspondence I sent about Distance Selling Regulations and UK consumer rights.
So yes — AMEX closed the dispute initially. I won’t lie: the rage was real. I was furious with the supplier and with AMEX for not even speaking to me before siding with that nonsense.
At home? The Small People were reflecting the mood with utter chaos and full-on tornados as I lit up AMEX Chat, ready for battle.
Credit where it’s due: AMEX reopened the dispute pretty quickly and asked for supporting documents. Which I sent, with full drama:
- Copies of the email chain (in order, of course)
- Links to official consumer rights guidance
- Emails showing their refusal to accept the return
- A polite “feel free to review my statements – there’s no refund there”
- And confirmation that the item is still unopened and ready to be returned — if, miraculously, they’d like to do the decent thing
This week’s update? Sparked by a feedback request from AMEX.
Apparently, my issue was “resolved on 16 June.”
Errrr… WHOAAAA. I hadn’t heard a thing since 10 June.
AMEX Chat? Fired up again. Wine? Opened. But — once again — AMEX Chat came through. Engaging, human, and definitely not automated (or, if it is, props to the AI because it gets me).
Turns out, “issue resolved” is just unfortunate wording. The dispute is still open, and — wait for it — currently in my favour, as the merchant hasn’t responded to AMEX’s back office team in over two weeks.
💬 “Rest assured that you are protected here at AMEX, Sarah. Your safety is our priority.”
💬 “We got you here at AMEX.”
And honestly? Faith restored. (Though let’s hope the enhanced APR is going to fund the good ones on the team.)
Look, I don’t win every dispute or argument — but I don’t walk away from a legitimate fight. Not ever.
Especially not when there’s a wine glass in one hand and receipts in the other.
Sarahnity Travels 