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Another Reason to stay with Amex!! - Share your best experience with amex

gg123

gg123

TF Premier
Been using Amex Gold for relatively short period. while I had a minor inconvenience like closest HP fuel station not accepting the card.
This one situation made me feel like amex is Best in Business.

On Jan 1st I made an Online transaction of ~10k on clothing website. The card is charged but the transaction was failed at merchant end due to some error. Having worked with enough billing and finance data, I know for a fact that if a transaction is failed the merchant will not have an invoice and with out invoice they cannot claim the transaction and Amex will not post it. So without thinking twice I completed my order making another transaction which was successful.

But to my surprise when I checked around 5th both the transactions were processed (Statement generated on 3rd). When I saw the statement I immediately raised it to CS via chat and the support rep understood my concern and immediately made a Credit Adjustment for one of these transactions and then raised an internal investigation of why this happened. They made sure I don't have to pay this amount till the issue is resolved.

I couldn't help but wonder how Axis or ICICI would've handled this situation. Taking nothing away from them, these banks will definitely do their best to resolve the disputed transaction but I am 100% sure they will never do a Credit adjustment first and then investigate the issue.

I guess "Amex makes life easier" is true after all.

gg123
Member since 2023


Edit 1 : About the issue resolution. 8th of jan is when support rep from the merchant had called me on my mobile and apologised for the inconvenience when I asked her about the invoice they mentioned the transaction was marked as successful in their system and the invoice was also generated but due to some issue Order ID was never completed. Nevertheless I asked them to reverse the transaction. They reversed it to the source and it reflected within 24Hrs. what's particularly note worthy is that I have never reached out to the merchant in any shape or form
 
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adi said:
I dont know about axis or icici but hdfc also gives credit adjustment. And till the dispute is resolved no need to pay anything even if bill is generated.
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That's Actually Great. I always thought HDFC liked bullying their customers xD. I don't have any relationship with HDFC.

But I am coming from the world class Axis experience. having their cards as my primary for the better part of 2023.

I once had to make an EMI transaction just because I am getting 12% discount on Yatra.

Later when I called to cancel EMI and asked to process in one go. they said it can be done but EMI processing charge cannot be refunded. I was like "WHAT? WHY? JUST WHY?" she said April 2023 Policy change some bull shit but I had to ask her at least 5 times. That's when she said "I will refund the charges". It's un acceptable. Having dumb Customer reps is one thing but training the Customer reps make these kind of propositions first is straight up worse.

Be careful everyone if you're not careful enough Axis will loot you
 
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Even icici gives credit adjustment. Had a personal experience with them.

These disputes are governed by rules of visa/mastercard/amex and not dependent on banks. I even had seen Uni card and Slice giving credit adjustment.

One think I read long back about Visa which was mentioned in their tnc is that if the dispute transaction is decided against you, you will have to pay the interest amount from the date of transaction to the date of payment. Not sure what is the current rule regarding this.
 
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gg123 said:
Been using Amex Gold for relatively short period. while I had a minor inconvenience like closest HP fuel station not accepting the card.
This one situation made me feel like amex is Best in Business.

On Jan 1st I made an Online transaction of ~10k on clothing website. The card is charged but the transaction was failed at merchant end due to some error. Having worked with enough billing and finance data, I know for a fact that if a transaction is failed the merchant will not have an invoice and with out invoice they cannot claim the transaction and Amex will not post it. So without thinking twice I completed my order making another transaction which was successful.

But to my surprise when I checked around 5th both the transactions were processed (Statement generated on 3rd). When I saw the statement I immediately raised it to CS via chat and the support rep understood my concern and immediately made a Credit Adjustment for one of these transactions and then raised an internal investigation of why this happened. They made sure I don't have to pay this amount till the issue is resolved.

I couldn't help but wonder how Axis or ICICI would've handled this situation. Taking nothing away from them, these banks will definitely do their best to resolve the disputed transaction but I am 100% sure they will never do a Credit adjustment first and then investigate the issue.

I guess "Amex makes life easier" is true after all.

gg123
Member since 2023


Edit 1 : About the issue resolution. 8th of jan is when support rep from the merchant had called me on my mobile and apologised for the inconvenience when I asked her about the invoice they mentioned the transaction was marked as successful in their system and the invoice was also generated but due to some issue Order ID was never completed. Nevertheless I asked them to reverse the transaction. They reversed it to the source and it reflected within 24Hrs. what's particularly note worthy is that I have never reached out to the merchant in any shape or form
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Same reason why I do all my transactions on sites and merchants I do not trust 100℅ via amex.. Their dispute resolution is hands down the best incase any of the transactions goes sour! Amex is ivy League when it comes to dispute resolution for disputed transactions...
 
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All banks provide a provisional credit. Axis provided me one for a failed recharge on Airtel.
However, after a month or two, they declared that Airtel has confirmed the transaction and charged me again. After fighting between Airtel and Axis, all the way to senior level, I gave up on the amount which was around 1800 for an international roaming recharge. Really bad experience from both sides as they kept blaming each other or even me. Airtel said they have never received any such payment and Axis insisted that Airtel has confirmed that the recharge was delivered to the customer. Later Airtel claimed I must have entered a wrong number even though it was made in their app using the Axis Airtel card. A senior manager even admitted that the recharge was done to another number and suggested that I should contact that number to ask for my money! Their Twitter CC sent me numerous emails regarding how they have initiated a refund but it was never refunded. Finally gave up as it wasn't worth the hassle.
 
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culx said:
Even icici gives credit adjustment. Had a personal experience with them.

These disputes are governed by rules of visa/mastercard/amex and not dependent on banks. I even had seen Uni card and Slice giving credit adjustment.

One think I read long back about Visa which was mentioned in their tnc is that if the dispute transaction is decided against you, you will have to pay the interest amount from the date of transaction to the date of payment. Not sure what is the current rule regarding this.
Click to expand...
I think there is also a fine associated to it.
 
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Lobogris said:
All banks provide a provisional credit. Axis provided me one for a failed recharge on Airtel.
However, after a month or two, they declared that Airtel has confirmed the transaction and charged me again. After fighting between Airtel and Axis, all the way to senior level, I gave up on the amount which was around 1800 for an international roaming recharge. Really bad experience from both sides as they kept blaming each other or even me. Airtel said they have never received any such payment and Axis insisted that Airtel has confirmed that the recharge was delivered to the customer. Later Airtel claimed I must have entered a wrong number even though it was made in their app using the Axis Airtel card. A senior manager even admitted that the recharge was done to another number and suggested that I should contact that number to ask for my money! Their Twitter CC sent me numerous emails regarding how they have initiated a refund but it was never refunded. Finally gave up as it wasn't worth the hassle.
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Probably you lost 1.8L worth of time to get 1.8K money back.
Still I understand it's not about money.its about respecting the relationship..
 
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gg123 said:
I have slowly grown to realise banking is not all about the product offerings it's about the trust.

Axis has failed me in this. even with high TRV family banking. If I had to switch which one would you suggest?
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It's mostly Airtel"s fault as they confirmed the transaction to Axis without researching it.
 
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gg123 said:
I have slowly grown to realise banking is not all about the product offerings it's about the trust.

Axis has failed me in this. even with high TRV family banking. If I had to switch which one would you suggest?
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Unfortunately the trust factor gone down the drain I the last few decades in India especially after 2000 IT revolution...
All the sectors are facing the same issue..
It's all about targets and numbers now.
So we have to choose the less evil...

So we need to have atleast 2 to 3 main banking partners depending upon our needs
 
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Credit Adjustment happens automatically in AXIS it works as smoothly as possible I never raised any dispute it was automatically added back, everyone has there own experience cant help i know it took time but before finally bill generated they do the necessary adjustments and open dispute if informed
 

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Lobogris said:
All banks provide a provisional credit. Axis provided me one for a failed recharge on Airtel.
However, after a month or two, they declared that Airtel has confirmed the transaction and charged me again. After fighting between Airtel and Axis, all the way to senior level, I gave up on the amount which was around 1800 for an international roaming recharge. Really bad experience from both sides as they kept blaming each other or even me. Airtel said they have never received any such payment and Axis insisted that Airtel has confirmed that the recharge was delivered to the customer. Later Airtel claimed I must have entered a wrong number even though it was made in their app using the Axis Airtel card. A senior manager even admitted that the recharge was done to another number and suggested that I should contact that number to ask for my money! Their Twitter CC sent me numerous emails regarding how they have initiated a refund but it was never refunded. Finally gave up as it wasn't worth the hassle.
Click to expand...
The same thing happened to me. But the amount was only 99rs. The recharge went to some other person. The date was 1st March 2022.
Even RBI Ombudsman didn't help. In my case I had used Airtel Thanks app so there was no possibility of entering the wrong Airtel number. The credit card was saved and it was my SBM-backed One metal card.
 
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imdjay said:
The same thing happened to me. But the amount was only 99rs. The recharge went to some other person. The date was 1st March 2022.
Even RBI Ombudsman didn't help. In my case I had used Airtel Thanks app so there was no possibility of entering the wrong Airtel number. The credit card was saved and it was my SBM-backed One metal card.
Click to expand...
It’s amazing how can they fc*k up recharges within their own App. !! Luckily it never happened to me as I do only yearly recharges ( I have done only thru third party apps/ sites.. probably this had saved me)
 
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