Consumer complaint received 2022-10-17
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/XXXX I placed an order from XXXX for a total amount of XXXX. The item was supposed to be next day delivery. The item never arrived within the timeframe, I then contacted XXXX  regarding this issue and they said that the delivery had been delayed because of internal issues. They specified that the item would be delivered on the XXXX around XXXX XXXX that day. That day I was working, I requested to get off early in order for me to be home to receive the package around XXXX XXXX during the time I was told it'd be delivered. However, While I was at work around XXXX XXXX  I received a text saying the item had been delivered, I was at work during that time, and I was confused because I thought that the delivery would require a signature and maybe ID verification because it was something expensive. I got home and looked everywhere I could think of but I had no luck. I contacted XXXX right away asking them if this was some sort of error from the delivery company because I have had instances where packages had been marked as delivered but they weren't delivered until the next day or so. They said they'd do an investigation on the matter with the carrier but I was granted a refund and within XXXX business days I should receive a refund for my order even though I requested a replacement if the item wasn't to be found. Within hours ( It was clear there was no investigation whatsoever ) XXXX got back to me saying they had finalized the investigation and that the item had indeed been delivered to the right destination or alternate destination. I never agreed to an alternate destination, I found very odd that they needed to specify that because I never signed anything saying that it could be delivered to a different address. I then asked for more information and evidence that made them conclude that ; They refused but I was able to gain access to the XXXX tracking number and the item had been signed by someone else. It was clear to me why they needed to specify that the item could have been delivered to an alternate address or individual and that the item had either been mishandled or given to the wrong individual thinking it was me. XXXX refused to help me and said that I should file a police report and I should work with the authorities to find the device. I had already filed a police report on the XXXX because I knew something was not right. They also suggested I contact my bank in order for me to get a reimbursement for my purchase, they said they'd work closely with the police department to locate the item and if they would go with whatever the authorities ' result would be. I then contacted my bank institution, I gave them all the necessary information in order for me to prove that XXXX was in the wrong. Nothing happened for 7 weeks, I constantly contacted XXXX and my bank to see if there was any necessary information that they might've needed to keep going with the case and locate the device ; Nothing was ever needed and they'd say someone would contact me regarding this if information was ever needed. Nobody ever contacted me, and after 2 months of waiting I found out that a reversal credit for the amount of XXXX dollars hit my account. This was the value of the device only ( the purchase came with a gift card of XXXX dollars, I never used such gift card because what was the poinXXXX of using it for accessories for the device if I never got the device ). I have now contacted Chase dozens of times regarding this, I have talked to several supervisors, one of them told me to send them the police report and any extra information I may have in order for them to reopen the case and so I did ; They still have not gotten back to me regarding this, I talked to them 3 days ago and one of the supervisors said that there was nothing else they could do because XXXX provided the necessary information to grant the case to them, I asked them what information they had provided and they said the tracking number and a signature, signature that is not even mine. They said that they left the package with the owner or someone that the owner agreed to trust the package. I never agreed to anyone receiving my package other than me. If I were not to be home during the time the package was going to get delivered then they should have taken it with them and come back another day to make sure the package was delivered to the right person. I then proceeded to contact XXXX  after this news because I find it quite awful that such a big company is giving such a hard time to a customer. I needed that computer for school, I used money from a scholarship to purchase that laptop. I now have no laptop and no money because someone made the mistake of giving my device to someone that wasn't meant to receive it. XXXX 's investigation team refused to speak to me after I politely asked one of the representatives to transfer me to them. They told her that they were not going to speak to me and that I should direct with my bank for reimbursement for my purchase but my bank says to go to XXXX to find a solution to this. I then found out that XXXX actually did not file a claim for the package with XXXX. There was never an investigation done by XXXX regarding this issue. They never file the claim with XXXX and they waited exactly 60 days to reverse the credit on my account ( 60 days is the time frame for anyone to file a claim for any package delivered by XXXX to do an investigation ) they knew that the package had been mishandled by XXXX, if they had filed the claim they would've found out that the package had been lost and they were gon na be liable for the incident, hence why they waited 60 days to do the reversal of credit on my account, now I can not file the claim myself because the time frame has passed and are now refusing to speak to me about the matter. It is very frustrating how I have been trying to cooperate with both entities and the authorities regarding this issue but they seem to not care. It is obvious that the item was mishandled by XXXX and my bank still refuses to help me because XXXX provided a tracking number with a signature from someone else. The police have also done nothing regarding this issue because I guess they have greater problems than stolen devices. I have provided the endless chats I have had with XXXX regarding this issue promising me a refund ( even though I requested a replacement for my purchase ), the police report, and the attention I have had on the matter and they still seem to not care. I have run out of options and I was suggested to contact you guys regarding this issue. What should I do from here or what could I do in order for me to get my money back or at least a replacement for my purchase? I believe that would be the fairest outcome. Also, on the proof of delivery from XXXX it says residential, not met customer, front door, or correct location. It never specifies where it was left it just says residential, meaning it could've been left or given to anyone.

Company response to consumer: Closed with explanation