Consumer complaint received 2025-03-20 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: MI

Complaint narrative:
XX/XX/XXXX I spoke with American Express representative, XXXX today who directed me to upload documentation and an email explaining the dispute with XXXX. 

XX/XX/XXXX received a XXXX tracking number XXXX that a package for a pool table was delivered XX/XX/XXXX. 

XX/XX/XXXX Contacted XXXX through chat immediately to file a dispute and informed packaged was not delivered. 

XX/XX/XXXX Chatted with XXXX representative that opened a dispute resolution and ensured me everything would be ok. Not true! 

XX/XX/XXXX XXXX submitted another XXXX tracking number XXXX stating package was delivered XX/XX/XXXX and that I signed for it! Not true! 

XX/XX/XXXX Contacting XXXX at XXXX and spoke with XXXX and gave him the original tracking number of XXXX. XXXX reported that that package was delivered on XX/XX/XXXX and that it was not my name nor my address on the package. He stated that I needed to contact the seller. There was a picture taken of the address where the package was delivered. Picture was not of my address. I will upload a screen shot of the address for the tracking number taken by XXXX. 

XX/XX/XXXX Contracted XXXX  again with second tracking number XXXX and spoke with XXXX who reported that the package was delivered XX/XX/XXXX and that it was not my name nor my address on the package. And that it was not signed for, but XXXX said that I signed for it! There was a picture taken of the address where the package was delivered. Picture was not of my address. I will upload a screen shote of the address for this tracking number taken by XXXX. 

XX/XX/XXXX Contacted XXXX with all the information with both tracking numbers, the number and names of the XXXX customer representatives, and pictures of addresses that were not mind and sent them a picture of my address. Also, I informed them neither package was signed for by me. 

XX/XX/XXXX XXXX responded to me saying - that the package was delivered and that I signed for it and that I would not be refunded! 

XX/XX/XXXX Contacted American Express to make a dispute. The American Express representative told me that XXXX is a reputable company and that I needed to wait until XX/XX/XXXX, to file a dispute online. I was very offended by that American Express representative. For the record, I have been reputable, since XXXX! 

XX/XX/XXXX Reached back out to American Express and spoke with American Express representatives XXXX and then XXXX. XXXX was great at listening to me and filed the dispute. 

XX/XX/XXXX XXXX removed all chats and messages after a chargeback was requested but sent a message in the chat saying Hello, dear friend, your order is currently being processed, please be patient. I will send a screen shot of this message. 

XX/XX/XXXX - I spoke with American Express representative, XXXX today who directed me to upload documentation and an email explaining the dispute with XXXX. XXXX stated that the dispute was reopened! 

XX/XX/XXXX Received letter from American Express stating charges of {$450.00} would be charged back to my account. 

XXXX XXXX XXXX ( Eastern Time ) Contact American Express and spoke with representative XXXX who advised me to contact XXXX and request that they send an email stating that tracking number XXXX was not delivered to me and upload to American Express XXXX 

XXXX XXXX XXXX ( Eastern time ) Contacted XXXX and spoke with XXXX who confirmed that tracking number XXXX did not have my name on it nor my address. He also stated that he could not send an email, but that American Express could contact them at XXXX. 

XX/XX/XXXX, XXXX ( Eastern time ) Contacted American Express and spoke with representative XXXX XXXX I asked XXXX about American Express reaching out to XXXX. XXXX replied, American Express can not reach out to a third party in reference to a card members account. XXXX reviewed and discussed my uploaded documents submitted for the dispute. 

XX/XX/XXXX, XXXX ( Eastern time ) Contacted American Express and spoke with representative XXXX XXXX I asked XXXX if I could call XXXX on three-way with American Express XXXX XXXX replied that American Express could not do a three-way call with me. XXXX reviewed all my uploaded documents and asked me if I had a mat at my front door that says, welcome. I replied, No! I informed XXXX that I uploaded a picture of the front of my home and the mat at my front door says, XXXX XXXX XXXX. 

XX/XX/XXXX, XXXX Went into XXXX at XXXX XXXX XXXX XXXX XXXX XXXX  XXXX Spoke with a XXXX representative who directed me to go to XXXX XXXX in XXXX XXXX for assistance. 

XX/XX/XXXX, XXXX, Went into the XXXX XXXX building located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I spoke with XXXX representative XXXX who took all my documentation and escalated the matter to her manager XXXX and XXXX. XXXX came out spoke with me to advise me that this looks like fraud, and she was escalating the matter to XXXX XXXX for a investigation. XXXX then advised me to contact the police to file a police report for fraud. She provided her number XXXX XX/XX/XXXX, XXXX XXXX XXXX to file police report. 

XX/XX/XXXX, XXXX, - XXXX XXXX arrived at my home at XXXX XXXX XXXX XXXX XXXX XXXX to file the police report. Report number XXXX. 

XX/XX/XXXX Went online and filed a report with CFPB.gov. 

XX/XX/XXXX Contacted American Express to inform of police report and XXXX XXXX investigation and to reopen dispute.

Company response to consumer: Closed with explanation