Consumer complaint received 2021-06-26
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
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:
My XXXX American Express ending in XXXX. It has been 7 weeks and American Express has yet to resolve this dispute even though I have given them all of the following information that explicitly includes who has the item that was erroneously shipped using an old address of mine. Either the XXXX XXXXXXXX XXXX  system used an old address or when I submitted the payment through XXXX they used an old address of mine. This had to be a system error because both website had my updated address. At any rate, the following clearly explains where the item is, yet no one seems to be acting on it. All I get is American Express continually asking for redundant information that I have already provided through XXXX, who in turns sends it to American Express who services this XXXX credit card. XXXX has told me they have sent all of the following information to AMEX # 1 ItemXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX Ordered electric guitar through XXXX XXXX XXXX on XXXX XX/XX/2021, XXXX said it was delivered on XXXX XX/XX/2021, however they did not require a signature and I never physically received the item. I contacted XXXX XXXX customer service at XXXX and spoke with a XXXX at XXXX about the situation. She told me not to worry, that I wouldnt be charged and she told me she was directing her shipping people to run a trace to retrieve the item. She said it may take some time to resolve this so I let her know I would be contacting my credit card company and file a dispute. I did this because sometime people do not always follow up when resolving issues like this. She said if there were any questions that to contact her at XXXX XXXX. As of today, I still have not heard back from them. If they record their conversations as part of their quality control then you will be able to hear for yourself the whole situation. 
Thank you, XXXX XXXX XXXX XXXX # 2 XXXX XX/XX/2021 Dispute With XXXX XXXX Item shipped to wrong address Point of Contact XXXX Phone XXXX Dispute With XXXX XXXX XXXX, a manager with the XXXX XXXX contacted me last weekXXXX XXXX. about the guitar that was shipped to the wrong address. She said the person who it was delivered to contacted them to let them know about the shipping error and that they had the shipped item in THEIR XXXXOSSESSION. 
She said she would be contacting XXXX to pick up the item but did not say whether it would be then shipped to me or if I would have to reorder the item. 
Today, I left a message with XXXX to contact me in an attempt to follow up and ascertain the disposition of the item in question. 
. 
As of today, the dispute is still valid as I am waiting on the XXXX XXXX personnel to detail to me the resolution of the guitar priced at {$1000.00}. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX XXXX # 3 XXXX XX/XX/2021 UPDATE. 
I HAVE LEFT 3 MESSAGES FOR XXXX AT XXXX BUT NO RETURNED CALL. AS I STATED IN PREVIOUS LETTER, THEY HAVE FOUND WHO THE ITEM WAS DELIVERED TO, HOWEVER, THEY ARE NOT RETURNING MY CALL. I ASK THAT YOU TRY CONTACTING HER AT THE NUMBER PROVIDED. ALSO, CAN SOMEONE LET ME KNOW IF THEY ARE IN FACT RECEIVING MY ALL OF MY PAST CORRESPONDENCE? 
THANK YOU, XXXX XXXX XXXX, ItemXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # 4 All concerned, XXXX XX/XX/2021 I am perplexed as to why this dispute has not been closed yet and resolved in my favor. I have given you ample proof that I never received the item I paid for. I grow tired of waiting because I still need to purchase the item I never received. I am extremely disappointed in the lack of communication from XXXX. I have been given zero feedback on this dispute. When I contacted credit services through chat services, they could not give me any update on this or if dispute has even been worked. 6 weeks later and nothing! 
XXXX XXXX XXXX In summary, Items numbered 1-4 were all uploaded to XXXX in which according to XXXX is forwarded to American Express. I am not sure what more proof is necessary showing I never received this item.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation