Consumer complaint received 2021-04-25
Company: AMERICAN EXPRESS COMPANY
State: DE
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:
Dispute reference number XXXX. Amount {$1600.00}. This dispute was opened a couple of months ago. The merchant, XXXX, delivered the items to wrong addresses. When creating the dispute, I provided American Express with documents to substantiate my claim. I clearly pointed out in a summary document that XXXX delivered the items to wrong addresses. My supporting documents also included an invoice showing the correct " ship to '' address in Delaware, a screenshot order of status showing the tracking numbers, and screenshots of XXXX delivery confirmation of every track number showing items were delivered to wrong addresses in other states, such as South Carolina. I also requested an American Express associate over the phone to add note about the XXXX order number to the dispute, and specifically pointed out that this particular transaction under dispute had never been credited back to me ( there were multiple unrelated credits from XXXX of the same amount. American Express had in the past closed my dispute without investigation, quoting that XXXX had already issued a credit. Therefore, I pointed that no prior credit was related to this transaction being disputed ). 
On XX/XX/XXXX, American Express notified me that they received proof of delivery from the merchant, XXXX and forwarded it to me. American Express also decided to side with merchant by removing the temporary credit. However, I found out that XXXX documents on the contrary substantiated my claim! XXXX documents included an invoice showing the correct " shop to '' address in Delaware, and XXXX  delivery confirmation showing items were delivered to South Carolina. I am not sure on what rational ground American Express accepted XXXX response as proof of delivery and sided with merchant. It should not be very hard to reach the right conclusion that XXXX indeed did not deliver the items to me if anyone just spent a minute reading XXXX documents and my documents. There seems to be something missing with the way American Express handles dispute materials. 
On XX/XX/XXXX, I reached out to American Express and hoped that American Express could just take a look at XXXX documents again. However, American Express replied that they could not review the documents again because the case was closed. They could not re-open the case again either. They could not help me connect with dispute team either. They could not do anything except repeatedly asking me to re-create a separate new dispute and submit everything again. It does not make sense to me that I had to start everything from scratch again for a case that had been dragging on for months so American Express could review the same documents again. I am deeply concerned about XXXX XXXX approach of creating so much friction in a dispute process, likely lack of due diligence in treating dispute materials provided by customers and merchants, and apparent inability to reach a logical and rational conclusion based on the evidence. I am attaching merchant, XXXX 's response materials through this complaint.

Company response to consumer: Closed with monetary relief