Consumer complaint received 2025-01-31 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:
I previously attempted to report this via CFPB and previous case number with CFPB was ( XXXX ). I want to reopen this as I wasnt given an opportunity to respond to the response American Express provided to CFPB.

American Expresss decision regarding my disputed transaction with XXXX XXXX for {$2000.00}. Their response to my initial CFPB complaint disregards critical evidence, fails to address inconsistencies in the merchants claims, and demonstrates an unfair dispute resolution process. 

Key Issues with American Expresss Handling of My Case 1. Failure to Provide Proper Communication and Due Process : American Express initially ruled in my favor on XX/XX/year>. Then, on XX/XX/year>, without any written notice or explanation, they reversed their decision and ruled in favor of XXXX XXXX. I repeatedly requested documentation explaining the reversal but was never provided any details before the case was closed. 

XXXX. Inconsistent and Fabricated Claims by XXXX XXXX : XXXX XXXX first rejected my return on the basis that the jacket was used and stained. Later, they changed their reasoning and told American Express the item was counterfeita claim that was never communicated to me at any stage during my interactions with them. If the item were truly counterfeit, XXXX XXXX should have rejected it immediately and reported it instead of first claiming it was used. This demonstrates inconsistency and lack of credibility. 

XXXX. Merchant-Provided Photos Do Not Match the Item I Returned : The photos XXXX XXXX XXXX XXXX American Express are not of the jacket I returned. I returned the item in mint condition, exactly as I received it, and I have documented proof of the jackets condition before shipping it back. XXXX XXXX failed to provide a legitimate reason for refusing my return beyond these unverified images. 
XXXX. Weight Discrepancy in Shipments Proves Mishandling : The initial shipment weight ( from XXXX XXXX to me ) was XXXX XXXX, which included : A large outer brown cardboard box, A XXXX XXXX XXXX  packaging box, The jacket and accompanying accessories. The return shipment weight ( from me back to XXXX XXXX ) was XXXX lbsdespite the fact that I received an empty box when the package was returned to me. This weight discrepancy makes no logical sense and is clear evidence that the return process was mishandled, contradicting XXXX XXXX claims. 

5. American Express Ignored Their Own Representatives Assurance Regarding the Weight Discrepancy : On XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXXXXXX, an American Express representative explicitly stated that if I could prove a mismatch in weight between the original shipment and the return shipment, it would justify a refund. I provided clear proof of this discrepancy, yet Amex ignored this evidence and still ruled in favor of the merchant. 

Why This Decision Must Be XXXX XXXX XXXX failed to provide legitimate, consistent reasoning for denying my return. 
The photos they submitted do not match the actual item I returned. 
The weight discrepancy in shipments proves mishandling, contradicting the merchants claim.

American Express failed to communicate properly, reversing their decision without written notice or explanation.

American Express disregarded its own representatives confirmation that a weight mismatch would warrant a refund.

Requested Action from the CFPB 1. Investigate American Expresss handling of this dispute and require them to justify their lack of communication and transparency.

2. Order American Express to honor their initial ruling and refund the full amount of {$2000.00} in light of the merchants inconsistent claims and the proven weight discrepancy. 
XXXX. XXXX XXXX XXXX accountable for engaging in deceptive return practices and shifting their justification after initially rejecting the return.

Company response to consumer: Closed with explanation