American Express review: Travel

I made the flight reservation for my family.

On October 28, 2023, I called AMEX to change my flight. I spoke with the representative and as I was told that my flight was updated from November 6, 2023- November 12, 2023 to November 3, 2023 -November 12, 2023.

One hour later we received the email that our reservation got cancelled.

I called AMEX to find out the reason for my cancelation. Another representative reviwed all information and said the previous representative made a mistake and that is why our flight was cancelled. He started working on reinstating the flight. After 1 hour and 5 minutes, he said that everything was good and that our flight was reinstated. I decided to check airline website to check the reservation. I did find the reservation but it wasnt the main cabin reservation but tyhe basic.

I called the AMEX customer service again and I was explained that for some reason that part of info was missed. And I was told that now I had to pay $213 per passenfer to change to main cabin. I explained the representative that my original reservation was main cabin and that I already paid these money. He said that he needed to file a complaint that will take up to 6 weeks to get resolved. Finally, I logged in back to the airline website and checked the seats i had without additional cost, this time I had to pay for.

I wasted 3 hours of my time, and AMEX charged me $500 extra dollars until AMEX resolves the problem. What is that?