When you open a chargeback case with Amex there’s a question specifically along the lines of “have you attempted to resolve this with the merchant?” They won’t start a case without it. After you affirm that you have attempted resolution with the merchant they ask for a summary. That’s where you’d list the times and substance of your (attempted) contact with the merchant. Neither condition is onerous or impractical. Did you do both of those things?
After the due diligence I’ve never heard of a case where Amex didn’t side with the consumer.
After the due diligence I’ve never heard of a case where Amex didn’t side with the consumer.