Consumer complaint received 2024-12-17 00:00:00
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
State: IA

Complaint narrative:
To Whom It May Concern, I am submitting a formal complaint regarding the mishandling of a chargeback dispute between myself, XXXX XXXX, and my financial institution, American Express ( Amex ). The merchants refusal to accept my valid return, combined with fabricated claims and clear evidence of procedural flaws, has caused significant financial harm. XXXX failure to resolve this case based on the overwhelming evidence has compounded this issue. 

Detailed Background XXXX. XXXX and XXXX XXXX : Purchase Date : XX/XX/year>. 
Delivery Date : XX/XX/year>. 
I returned the jacket on XX/XX/year>, the first available business day after delivery, in its pristine, unused condition. The return was initiated because the jacket was not the correct size. 
XXXX. XXXX of the XXXX XXXX : XXXX XXXX rejected the return on unfounded claims that the item was used without any basis. 
I categorically deny these allegations. I had the jacket for less than XXXX hours, and it is illogical to assume I could use a XXXX XXXX jacket, which is intended for cold weather, when XXXX temperatures in Iowa are far too warm for such apparel. 
This raises a serious question about the integrity of XXXX XXXX claims and their process for inspecting returns. 
XXXX. Fabricated Claims and Inconsistent Reasoning : Initially, XXXX XXXX claimed the jacket showed signs of use. 
Subsequently, they changed their stance to vague assertions that the jacket was dirty or inconsistent with their return standards. 
The pictures XXXX XXXX provided to Amex are not of the jacket I returned, further proving their claims lack merit and are unsupported by factual evidence.

4. Weight Discrepancy as Evidence of Mishandling : Original Shipment Weight ( XXXX  lbs ) : The package I initially received included a large brown outer box, a XXXX XXXX Goose packaging box, the jacket, and accessories. 
XXXX XXXX XXXX ( XXXX lbs ) : The return box, which XXXX XXXX claimed contained the jacket, weighed more than the original shipment at XXXX lbs despite being empty upon its return to me. 
This weight discrepancy makes no logical sense : An empty box can not weigh more than the original, fully packaged shipment. 
This discrepancy supports my assertion that the jacket I returned was not the same item XXXX XXXX claims to have inspected, and their internal process is flawed or deceptive. 
XXXX. XXXX XXXX of the Chargeback Process : On XX/XX/year>, Amex ruled in my favor and credited the disputed amount. 
On XX/XX/year>, without notice or communication, Amex reversed their decision and ruled in favor of XXXX XXXX. 
I was not provided : Any written explanation or updated documentation. 
Details of the evidence XXXX XXXX submitted to warrant this sudden reversal. 
Despite multiple calls to Amex requesting clarification and documentation of what led to this decision, I received no meaningful response. 
XXXX. Amex Representatives Verbal Assurance Ignored : On XX/XX/year>, an Amex representative explicitly confirmed that if a weight mismatch was discovered, it would justify refunding me. 
I subsequently provided clear evidence showing that the return shipment weight exceeded the original shipment weight, which defies logic. 
Amex ignored this critical evidence and continued siding with the merchant despite their earlier commitment. 

Key Points Demonstrating the XXXX XXXX XXXX. Fabricated and Shifting Claims : XXXX XXXX reasoning changed from used to dirty without any clear evidence. 
The pictures they provided to Amex do not match the condition of the jacket I returned. 
XXXX. Weight Discrepancy : The return package weighed XXXX lbs compared to the original shipments XXXX lbs, despite containing no jacket. 
This highlights clear mishandling or misrepresentation by XXXX XXXX in their inspection and return process. 
3. Timeline and Condition : I initiated the return immediately after delivery due to an incorrect size and returned it in pristine condition. 
The short timeframe ( less than XXXX hours ) and XXXX warm XXXX weather make any claims of use inherently implausible. 
4. Amexs Failure to Ensure Fair Resolution : Amex reversed its initial decision without communicating with me or sharing the evidence that influenced their ruling.

Their representatives assurance regarding the weight mismatch was ignored, violating my trust as a consumer.

Company response to consumer: Closed with explanation