Consumer complaint received 2024-03-07 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: NY

Complaint narrative:
American Express has continuously mishandled a dispute I have opened in XXXX of XXXX. American Express has disregarded my conclusive evidence that I did not receive the expected merchandise and returned what I did receive, which was wrong. I was told by American Express that with proof of return delivery, which I provided, that the dispute would be resolved in my favor. 

This dispute was actually resolved in my favor twice after furnishing conclusive and overwhelming evidence that supports my claim. However, American Express reversed both of those decisions based on the response from the merchant. The problem is, the merchant has lied about what has happened and provided falsified and fabricated documents I have never seen before, including a purchase agreement that I never seen, received, no signed. The evidence supplied by the merchant was very weak in comparison to my supplied evidence. 

American Express has elected to believe the merchant despite me having proven my position with all requested information. 

I am left to conclude that this dispute was been grossly mishandled and misunderstood. I have contacted American Express multiple times via telephone and was assured this matter would be re-investigated and personally handled by senior management. This did not happen. My dispute has been handled the same way from the beginning, which I believe to be handled by XXXX XXXX XXXX not based in the United States due to the time of which I receive these decisions, which are around midnight EST, well outside of working hours for any US based offices. 

I believe these workers may have a language barrier or a bias to the claim itself, as the merchant is of XXXX XXXX origin. I suspect there may be discrimination or an element of unfair handling of my dispute. I've requested assistance from associates based in the United States for fair treatment and this has not happened. 

My dispute case is complex and detailed, but I have repeatedly again and again a simplified series of events that have occurred. This includes : Merchant did not send correct item I contacted merchant to return the incorrect item Merchant provided return label I returned the incorrect item Merchant received the item Merchant claims they sent correct item Ive provided photographic evidence of the incorrect item received Merchant has provided false documents which I have never seen nor signed Merchant has continued to lie and furnish fabricated documents as evidence I do not have the item The Item has been sent back I lodged a prior complaint with the CFPB and their response was along the lines of " we are still working on it, '' which I believe is an unacceptable response that does not resolve this issue. In fact, I even find such response to be disrespectful to myself as a customer and to your organization. American Express should have replied with a proper response after they were done " working on it, '' which, I don't believe they have even been doing.

Company response to consumer: Closed with explanation