Consumer complaint received 2021-12-02
Company: JPMORGAN CHASE & CO.
State: CA
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:
Chase has willfully and erroneously concluded that a disputed charge was valid despite very clear and obvious information provided by myself to show that the information the merchant provided were incorrect and frankly impossible. They sent a letter on XXXX XXXX, 2021 with information by the merchant that made no sense, and after I called for clarification they told me to fax in a request to re-open the dispute. 

Today on XX/XX/2021 they sent a follow-up letter that the charge was valid without addressing any of the issues I stated in my request to reopen the dispute. A significant number of facts that I relayed to the Chase representative I spoke with over the phone were overlooked or mistaken in the update sent by Chase on XXXX XXXX, 2021, hereinafter referred to as the Update.

The Update additionally included several inaccuracies that led Chase to its conclusion. The merchandise was in fact returned to the merchant in a new and unused condition per the terms of their return policy, as these points below will document. 

Contrary to the sellers comments, I never wore the skates except for the permitted use of trying them on inside my home. 

Unfortunately, the Update made no mention of the fact that I explicitly clarified with the Chase representative which was that the images provided by the seller very clearly showed that the wheels of these roller hockey skates are 100 % new and unused, which if worn would not be the case. 

The statement included by the seller states that the skates have been sharpened and worn. This statement is clearly referring to the blades of ice hockey skates, as the wheels of a roller hockey skate cant be sharpened ; it is not in any way, shape or form possible. This seller engages in this behavior of misrepresenting returns so frivolously that they didnt even show the respect for Chases dispute process to customize the response, and rather simply copied and pasted language from other disputes that have zero applicability here. 

Following this transaction I purchased a pair of skates from XXXX competitor, XXXX XXXXXXXX, who wisely packaged their hockey skates in a larger box with sufficient packing material to protect their product. XXXX simply tosses their product in the manufacturer-provided box in a flimsy bag and ships it in the mail. I was very clear with both Chase and XXXX that the condition of the skates matched the condition in which I received them. 

Exhibit B that I sent to Chase in the request to re-open the dispute provided a list of links to online reviews of other customers have received this same treatment by XXXX  clearly acting in bad faith. The response by the seller using language that is not even applicable to this particular product is a consequence of a company that has decided to engage in a standardized pattern of this type of behavior on a national scale. 

In the UpdateXXXX  XXXX claims that another issue with the return is that they have already sent these to me a second time, which again is the seller acting in bad faith by not acknowledging my request. As shown in an Exhibit C I sent to Chase I immediately responded to their email about the return stating very clearly i ) that the skates were returned in the condition in which they were received, and ii ) requesting to please not return these to me for this reason. 

All of these were disregarded by Chase and they have told me there is no further action possible through their dispute process.

Company response to consumer: Closed with explanation