I'm an IT employee of Tempur Sealy. We connect with Cybersource*Vantiv to manage our c...

GetHuman-troyhal's customer service issue with American Express from March 2019

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The issue in GetHuman-troyhal's own words
I'm an IT employee of Tempur Sealy. We connect with Cybersource*Vantiv to manage our credit card transactions from our ERP system. We are experiencing problems when trying to credit a customer's Am Xpress. All Visa and MC are working fine but we get a declined back when crediting Am Xpress. Cybersource says its a generic decline. We had our customer call Am Xpress and we were told the customer was told they have no idea and suggested us to contact Am Xpress Merchant Services. This is frustrating in that the consumer paid originally in past few weeks and we are linking our attempted credit with the original token information and randomly get declines causing us to not to be able to give credit back to the card the consumer used when they bought our goods. Please advise.

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American Express

Customer service issue
Reported by GetHuman-troyhal
Mar 6th, 2019 - 2 years ago
Not resolved
Seen by 8 customers so far
Similar issue to 1548 others
0 customers following this

Timeline

GetHuman-troyhal started working on this issue
Mar 6th, 2019 2:29pm