Consumer complaint received 2025-07-24 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: IL

Complaint narrative:
Ref : XXXX for {$88.00} : I'm filing a complaint against American Express for failing to properly investigate my claim by not reviewing the supporting documentation the company provided and my accompanying statement. I ordered clothing online from " XXXX XXXX' on XX/XX/XXXX for which I was sent a tracking number. I contacted the company on XX/XX/XXXX to inquire on the status of the product. They responded with a tracking number that did not match the information on my tracking number. Mine stated the product originated in XXXX and was ( as of XX/XX/XXXX ) in XXXX, FL. Theirs stated the product originated in XXXX and was at a facility in XXXX, GA ( as of XX/XX/XXXX ). When I inquired why there was conflicting information, I did not receive a response. I advised the merchant I would be filing a dispute with AMEX, which I did online on XX/XX/XXXX. AMEX responded back by mail on XXXX that my dispute was declined because the company provided evidence that the package was delivered by " XXXX XXXX '' on XX/XX/XXXX to a parcel locker on my property. My property does not have a parcel locker. I contacted AMEX on XXXX to re-open the dispute and informed them of the conflicting tracking information, the fact that I did not have a parcel box on the property and that I live in a gated home, so all packages are checked in by someone at my residence. I offered to upload correspondence from me to XXXX  and the two tracking numbers. When I went to upload the items, the file had already been closed. I received another denial on XXXX, this time they sent evidence that the item was delivered by both " XXXX XXXX '' AND the XXXX Post Office in XXXX IL. I reviewed at the XXXX Postal Service XXXX and it showed the package entering the XXXX Postal Service at XXXX XXXX and at no point was a private delivery company involved. Further, I took the tracking information to the Postmaster in XXXX, IL who stated this was not how the XXXX Postal Service tracks their packages. There was a date and time stamp of delivery but no XXXX Postal Serice tracking number. She said this was a an obvious fake and it is very common with XXXX shell companies who sell " products '' that are never delivered. I contacted AMEX once more to re-open the file and explained that it appears the XXXX  is a fraudulent company that did not provide the product they promised. In addition, I told them the tracking information can't be correct because the item could not be delivered by both a private delivery company and the XXXX Postal Service. I also provided my conversation with the Postmaster. I was told there was nothing AMEX could do and they " must accept the information from the merchant by law '' which is absolutely not correct when it comes to credit card disputes and consumer rights. The representative would not review the documentation and just accepted the merchant 's attestation. The representative also would not forward my complaint to a higher-level manager and said there was nothing else they could do for me because " they would be violating the law. '' I re-opened the dispute online, uploaded the tracking information and asked for a call from AMEX. I received a call and voice mail on XX/XX/XXXX from XXXX. I tried calling this number back on a daily basis and as of XX/XX/XXXX, there is a message : " Thank you for calling, we are currently experiencing technical difficulties. '' On XX/XX/XXXX, I received another denial letter, dated XX/XX/XXXX which included delivery attestation from XXXX XXXX and the XXXX Postal Service. To recap : I am filing this claim because American Express did not review the information provided which clearly showed fabricated tracking information, they did not take into consideration my attestation and is allowing disputes to auto-resolve without a secondary review of documentation. Further, the call back number provided has been out of service.

Company response to consumer: Closed with explanation