Consumer complaint received 2024-09-03
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: AMERICAN EXPRESS COMPANY (OR)

XXXX Friday I was at home the whole day to wait for my XXXX XXXX XXXX shipping package ( tracking number XXXX ). At XXXX, I found that the XXXX  app shows that the package was delivered at XXXX XXXX with e-signature XXXX. Nobody knocked on my door and I didnt receive or sign anything. My correct e-signature is XXXX 
So, I contacted my apartment lease office immediately and they confirmed that they didnt sign any package for me. Then I filed a missing package claim with XXXX  and got the case number XXXX. 
At XXXX XXXX, I received a voicemail from XXXX agent XXXX XXXX ( credential id is XXXX ). He told me the driver was in the correct area based on the GPS, he would ask the driver some questions after the driver came back. He would call me around XXXX XXXX  on XXXX. 
I reported the case to the XXXX police and the XXXX XXXXXXXX gave me a case number XXXX. I suspected that the XXXX  driver forged my signature ( which was still an incorrect signature ) and stole my package. Because the XXXX XXXX XXXX  Day shipping requires the direct signature from me and the driver needs to confirm the name with the recipient. 

XXXX Saturday I called the merchants customer service ( XXXX ). They didnt provide any help, but asked me to contact XXXX by myself. 

XXXX called me at XXXX XXXX  and told me that he didnt meet with the driver and would call me again on Monday. I told him that I already called the police. I felt that he was frightened. He asked me why I needed to call the police and told me that XXXX would do an internal investigation. Finally, he told me that the XXXX would call me again in the next few hours. 
At XXXX XXXX, the XXXX XXXX XXXX ( XXXX ) called me. They couldnt contact the driver. He told me that if I did not receive a call from them before XXXX, they would give me a call on Monday morning and I could file a claim. 

The ship center is XXXX XXXX XXXX. Address is XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX. 

XXXX Monday I didnt get the call from the XXXX XXXX XXXX on Monday. I called XXXX, after waiting for more than XXXX minutes, I talked to XXXX, who refused to tell me his last name, claiming that his credential ID is XXXX. He told me that XXXX is not at work today and gave his email address to me : XXXX. 
I filed a case on XXXX  website and the case number is XXXX. 

XXXX XXXX, XXXX called me again. He told me that the driver claimed he delivered the package to the apartment and a woman signed for it. But he could not tell any characteristics of that woman. 
At XXXX, another XXXX XXXX from XXXX called me and told me they would call me again on Wednesday afternoon. 
I have voice recordings of both phone calls above. 


XXXX XXXX, I received a voicemail from XXXX XXXX XXXX ). She said that the driver went to the apartment in the morning and tried multiple apartments ; no one came to the door. 

XXXX At XXXX, XXXX gave me a call back. She could not provide any useful update. She told me that the driver said he delivered the package to a XXXX XXXX XXXX. But she didnt know the womans race. She told me that she would call the XXXX  claim team and let them do the rest of the work. 


XXXX I received an email from a XXXX  claim agent XXXX XXXX. 
Here is what she writes : I have your claim on the above mentioned tracking number in front of me. This is a payable claim, as the signature was not the customers. However, prior to resolving a claim with a party other than the shipper, XXXX requires written and signed authorization by the shipper waiving their right to pursue a claim. This is a simple letter from the Shipper stating they give the claim rights to you on this tracking number. It must be signed and on company letterhead. 

Please email this letter back to me to complete the processing of your case. 

I contacted the merchants customer service the same day. They refused to provide me with the letter waiving their right to pursue a claim. I received an email from customer service agent XXXX. 

XXXX I contacted the merchants customer service again. They still did not do any investigation, and another customer service agent XXXX sent me the same email that I received on XXXX. 

The merchant provided the wrong information to Amex, saying that the merchandise was successfully delivered on XX/XX/2024, via XXXX at XXXX A.M with tracking # XXXX. Amex just ignored all the documents I submitted ( including police report, emails from the XXXX agent and transcript of the voicemail from the XXXX XXXX which all prove that the package was not delivered to me ) and rebilled my credit card.