Dispute

Last updated: March 11, 2019
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Incorrect Charges/Billing error

Speak: When were you billed incorrect charges and what was the amount?

Instruction: Wait for the response. If partial dispute, attempt to collect on the remainder balance.

Speak:I will have this investigated by American Express, how would you want to make a payment on the remainder balance today?

Instruction: Wait for the response. If the consumer agrees to make a payment, proceed with payment options and follow the script below to raise a dispute with American Express.

Speak:Have you notified American Express about this dispute before?

If “Yes”

Speak:When was this reported to American express and what was the outcome of the investigation.

Instruction:Wait for the response and follow the script below.

Instruction:Proceed with call closing. Put the numbers ‘On Notice’ and dispose the call appropriately and request manager review to have the dispute raised with American Express.

If “No”

Instruction:Proceed with call closing. Put the numbers ‘On Notice’ and dispose the call appropriately and request manager review to have the dispute raised with American Express.

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