How to dispute charges on AMEX department account
It is the responsibility of the Department Account Custodian to dispute any charges appearing on the Department Account Statement that are incorrect or unidentified. The deadline for disputing a charge is 60 days after the charge first appears on a statement. (Example: if the disputed charge is posted on July 3, 2001, but first appears on a statement dated July 30, 2001, the Custodian has until 60 days after July 30th to dispute the charge.)
The Protocol For Disputing Charges Is Outlined As Follows:
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Call American Express: 1-800-528-2122. Press "0" as the menu option to be connected to an American Express Customer Service Representative (AMEX CSR).
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Provide the following information: 1) Department Account Number and 2) Amount of the charge that is being disputed.
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The AMEX CSR will set up an inquiry into the disputed charge, and post a 'courtesy credit' for the disputed amount while it is being researched.
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The AMEX CSR will ask a series of questions concerning the disputed charge, and the Custodian will cooperate by providing answers to the questions.
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After 30 days, AMEX will issue a letter to the Custodian acknowledging that an investigation was set up.
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In approximately six to eight weeks, American Express will issue a letter that describes the outcome of the investigation:
If American Express finds that the charge was in error, the courtesy credit will become permanent.
If the charge is found to be a legitimate one, the courtesy credit will be revoked and the charge will be re-applied to the Department Account. The Custodian will pay American Express for the amount of the charge.
If the Custodian finds the outcome of the investigation to be unacceptable or in error, then it is the responsibility of the Custodian to contact the vendor directly and ask them to post a credit to the Department AMEX Account for the amount in question.