Consumer complaint received 2023-03-21
Company: AMERICAN EXPRESS COMPANY
State: NY
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 purchased multiple laptops online from XXXX XXXX. As a result I was charged {$5000.00} ; {$3200.00} ; and {$1400.00}, which totaled {$9600.00}. 

After making the purchase, XXXX XXXX confirmed my order, and sent me a receipt with my correct address on it. I still have the copy of the receipt. Unfortunately, for some reason still not disclosed me to by XXXX XXXX, after sending me such receipt, XXXX XXXX changed the shipping address zip code of my order from XXXX ( which is the correct zip code listed on my receipt ), to XXXX. This change caused my order to get delivered to a completely different address. 

When I brought this to XXXXXXXX XXXX attention, an investigation was done. At the end of XXXXXXXX XXXX investigation, I was told that XXXX XXXX would not be offering me a refund or replacement because the items are showing as delivered. I NEVER DISPUTED THAT MY PACKAGES WERENT DELIVERED. MY ARGUMENT IS THAT BY XXXX XXXX CHANGING THE ZIP CODE OF THE ADDRESS I PROVIDED THEM FROM XXXX, TO XXXX, WITHOUT ANY AUTHORIZATION TO DO SO, OR EVEN CONTACTING ME, THE PACKAGES WERE DELIVERED TO THE WRONG ADDRESS. Thus, I NEVER received the items that is showing as delivered. 

When I contacted AMEX, the agent opened a dispute. At the end of AMEXs dispute, I was told that AMEX would not be honoring my dispute because XXXX XXXX provided them proof that the items were showing as delivered. Again, I NEVER DISPUTED THAT MY PACKAGES WERENT DELIVERED. MY ARGUMENT IS THAT BY XXXX XXXX CHANGING THE ZIP CODE OF THE ADDRESS I PROVIDED THEM FROM XXXX, TO XXXX, WITHOUT ANY AUTHORIZATION TO DO SO, OR EVEN CONTACTING ME, THE PACKAGES WERE DELIVERED TO THE WRONG ADDRESS. Thus, I NEVER received the items that is showing as delivered. 

When I called AMEX to point out that XXXX XXXX proof of delivery from the shipping carrier wasnt sufficient to close my claim, because it doesnt address the fact that it was delivered to the wrong address due XXXX XXXX changing the zip code from XXXX to XXXX, the agent told me that when she puts my address in on XXXX XXXX the XXXX zip code pops up. Therefore, to refute the AMEX agents claim, I reopened the dispute and attached pictures of a package that was delivered to my address with the XXXX zip code on it, THE SAME EXACT WAY THAT I GAVE IT TO XXXX XXXX, so if other packages could get delivered directly to me using the same exact address that I gave to XXXX XXXX, what would give XXXX XXXX the right to change the zip code that I gave them? AMEX took such evidence to reopen my dispute. 

To respond to AMEX, XXXX XXXX, without ever addressing my true claim, submitted the SAME EXACT original documents that they already provided to AMEX, showing that the package is showing as delivered, when that is not the crux of my claim. AMEX, also never addressing the fact that XXXX XXXX changed the zip code and had the packages delivered to the wrong address, accepted XXXXXXXX XXXX response and closed my dispute. 

The XXXX XXXX XXXXXXXX XXXX HAS FIVE BOROUGHS, and the ZIP CODE IDENTIFIES WHAT BOROUGH IN THE XXXX XXXX XXXXXXXX XXXX A PACKAGE GOES TO. IF YOU CHANGE THE ZIP CODE IN A PACKAGE HEADED TO THE XXXX XXXX XXXXXXXX XXXX, YOU WILL CHANGE THE BOROUGH IT GETS DELIVERED TO! 

In all reality, if there was absolutely ANYTHING wrong with the address I gave XXXX XXXX, they can not just make a decision to guess the correct address on their own ; the FTC forbids it. XXXX XXXX shoud 've either cancelled the order ; or contacted me. They are not allowed to modify or correct an address on their own without talking to the consumer! I have in my possession the original XXXX XXXX receipt, where they had my correct address listed; and I also have the shipping receipt where XXXX XXXX changed the zip code, so I KNOW that it was XXXX XXXX who changed the zip code, which ultimately caused my packages to get delivered to the wrong address.

Company response to consumer: Closed with monetary relief