Consumer complaint received 2023-02-23
Company: AMERICAN EXPRESS COMPANY
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I am writing to urgently bring to your attention my ongoing dispute with American Express regarding a missing package. The matter pertains to a package that was allegedly delivered to me on XX/XX/XXXXXXXX XXXX The package in question was a XXXX XXXX XXXX, XXXX XXXX, which I had ordered from XXXX online store and paid for {$30000.00} via my American Express credit card. I also paid an additional {$25.00} for XXXX next day air saver with signature required service. 

Unfortunately, the package did not arrive as scheduled on XX/XX/XXXX. Upon checking the tracking number, I discovered that the package had been delivered on the same day at XXXXXXXX XXXX However, I was home all day waiting for the package, and no one attempted to deliver or asked for my signature at XXXXXXXX XXXX When I checked my security camera, I saw that no one had attempted to deliver the package all day. 

Despite my repeated attempts to resolve the issue, neither XXXX nor the merchant, XXXX, has been able to provide a satisfactory resolution. On XX/XX/XXXXXXXX XXXX I contacted XXXX, who referred me to the sender/merchant to file a claim. However, the merchant could not help me with the missing package. 

I subsequently filed a credit dispute with American Express on XX/XX/XXXX XXXX XXXX. On XX/XX/XXXX, I received an online secure message from American Express that my dispute was denied based on the supporting documentation provided by merchant. As soon as I received a message from American Express, I called American Express customer service. I explained about my situation, the gentleman acknowledged and reopened a dispute. During our conversation, he didnt even take a note about what I said. I wanted to make sure that he understood and asking him to confirm, he didnt even recall what I just said, I told him to please write a note because I am concerned. He said he will write a note. On XXXX XXXX, XXXX, I received a message from American Express that their decision wont change. 

Furthermore, I emailed Risk Mitigation ManageXXXX at XXXX, on XX/XX/XXXX, to request information on the location and address where the package was delivered, the name of the person who delivered it, and a proof copy of the signature from the receiver. However, I did not receive any response from the merchant. On XX/XX/XXXX, I contacted XXXX customer service to provide me with proof of delivery and signature. After reviewing the delivery information provided by XXXX, I discovered that the document had been signed by someone other than me, and my signature had been forged on this document. 

I filed a police report on XX/XX/XXXX, and the police have confirmed the forgery of my signature. 

On XX/XX/XXXX I filed a dispute with American Express for third times, Despite providing all the relevant documents, driver license for proof of my signature, including the police report, American Express has investigated my inquiry on prior occasions, and their decision has not changed. 

I am extremely disappointed with American Express 's service, given the evidence that clearly shows the signature on the proof of delivery is a forgery, and that I did not receive the package in question. 

Therefore, I demand immediate action be taken to thoroughly investigate this matter and assist in recovering my lost package and identifying the individual responsible for the forgery. 

Thank you for your urgent attention to this matter.

Company response to consumer: Closed with explanation