Consumer complaint received 2020-12-15
Company: JPMORGAN CHASE & CO.
State: MA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I used my credit card to make a purchase on XX/XX/XXXX for a few rental items for my wedding that took place on XX/XX/XXXX. 
The items were delivered to my wedding planner who maintained responsibility for returning the rental items to the original company / merchant by XX/XX/XXXX. 
Upon return of the rental items, on XX/XX/XXXX, merchant proceeds to charge my credit card ( without my permission ) for replacement fees for 2 items they said were never returned. I saw 2 charges on my card ( {$600.00}, {$430.00} ) that combined totaled {$1000.00}. Merchant proceeds to tell me that each item 's replacement fee equals {$510.00}. For a few days, both myself and my wedding planner proceed to speak with the merchant and file all necessary paperwork to submit a claim explaining that while one item was never sent in the first place, another had indeed been misplaced by my wedding planner. She would be paying the merchant ( {$510.00} ) directly for the 1 item not returned.

I dispute the charges on my card for the replacement fees ( {$430.00}, {$600.00} ) as well as {$79.00} for the rental item that was never received in the first place. I received confirmation from the credit card company of my 3 disputes on XXXX. 
Merchant proceeds to send me threatening emails telling me to either withdraw all 3 disputed amounts by XX/XX/XXXX, pay the amounts again without having to withdraw the disputes, or I would face legal consequences. 
On XX/XX/XXXX, my wedding planner makes a payment in the amount of {$510.00} for the misplaced rental item, and merchant confirms receipt of payment via email. 
For the remaining amounts in question ( both the rental fee and replacement fee that was charged to my card totaling {$590.00} ), I explain to the merchant that a payment had been made in good faith for one missing item, but I would be not withdrawing the dispute for the item supposedly sent but in fact, never received. I further explained that we must see it through according to the credit card 's dispute process. 
On XX/XX/XXXX, credit card company sends me documents to review from the merchant, and asks me to submit further documentation by XXXX if I want to proceed with the disputes. I provide all necessary paperwork by XXXX. 
On XX/XX/XXXX, my dispute for the {$79.00} is denied, and I am told via telephone it's merely because I didn't check the right box for why I was disputing the charge. 
On XXXX, my disputes for {$430.00} and {$600.00} are denied as well. I'm provided with merchant 's response on XX/XX/XXXX, which fails to mention any payment made my wedding planner. This time, due to credit card 's negligence in researching my disputes ( having obviously only read through merchant 's documentation and not mine ), the merchant now has money in excess of what they claimed I initially owed. I speak with someone on the phone from the disputes department who tells me I can " re-file again, but there's no guarantee that it won't be ruled against ( me ) again. '' On XXXX I re-file all 3 disputed amounts again. 
By XX/XX/XXXX, I am notified tha my dispute for {$79.00} has been properly researched and I have been credited the amount by the credit card card. By XXXX, I receive another letter notifying me that the {$600.00} dispute was also resolved in my favor and I would be receiving a credit in that amount as well. By confirming the disputed charges as invalid, the credit card company confirmed that not only did I not receive a rental item for which I paid for ( {$79.00} ) but, the charge for ( {$600.00} ) the replacement fee of that item is null and void. 
However, by XXXX I am notified that my dispute for {$430.00} is marked as valid, because " too much time has passed '' and " merchant refuses to give back the money. '' I re-file my dispute again on XXXX, once again providing documentation where merchant confirms receipt of payment from my wedding planner for the replacement fee for the misplaced item. 
On XX/XX/XXXX, I am once again notified that my dispute is invalid, and the charge will stay. I re-file the dispute AGAIN on the same day. 
Currently, credit card company is failing to review the documentation I have provided, and is allowing merchant to essentially steal monies from me for a charge that was reconciled 3 months prior by my wedding planner.

Company response to consumer: Closed with monetary relief