Consumer complaint received 2021-03-03
Company: JPMORGAN CHASE & CO.
State: NY
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:
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX NY XXXX XX/XX/2021 Chase Executive Office CLAIM ID XXXX Notice of Dispute I disagree with the outcome of the billing investigation related to the charge with XXXX for the amount of {$3800.00}, posted on my account ending in XXXX on XX/XX/2021. 

In XX/XX/2021 Ive placed an order oXXXX XXXX XXXX for a XXXX XXXX XXXX XXXXXXXX in an open-box, fully working condition. The unit was delivered to me accordingly, but unfortunately during the testing it was discovered that the left channel of this stereo receiver wasnt working properly it was sending the signal to the amplifier with a severe amount of noise. Several have been tried with this unit, unfortunately the result was the same. 

Due to this undisclosed condition of the unit, Ive contacted the seller over the message center ( see attachment # 1 ) and asked for a return for a refund, completely withing XXXX  and merchants return policy. Seller didnt respond immediately and asked for additional information, which was provided ( see attachment # 2 ). 

Unfortunately, there was no response given by the merchant, so I had to ask XXXX to step in to the situation next day after Ive made a phone call to XXXX customer support, merchant finally provided the XXXX return shipping label with XXXX with authorized RMA and prepaid weight of 1LBs. ( see attachment # 3 ). 
On XX/XX/2021 the return package was dropped at XXXX location, where it was weighted as 15 Lbs/7,03kgs ( see attachment # 4 ) and successfully delivered and returned to the merchant as of XX/XX/2021 at XXXX local time, respectively ( see attachment # 5 ).

Being concerned that the return cases with XXXX  may take some additional time, adding the fact that high value items are processed with additional level of scrutiny which takes more time and last but not least, being concerned that the interest rate could take place on my account, Ive filed a billing dispute with Chase, keeping in mind that the APR would be suspended for the time of the investigation, which wouldnt happen in case of me just waiting for refund being processed exclusively with XXXX  and expecting the accommodation from XXXX  side in this matter, considering that the return was initiated with their supervision and approval. ( See attachment # 6 ). 

Ive reviewed the documents provided by the merchant and have to rebute the statements made by the merchant the statement in regards to me assumably sending empty box with trash is false, as previously being stated, XXXX weighted the package at the store as 15LBs, which is publicly available information and could be looked up using the tracking number XXXX. For you convenience Im addition technical specifications for XXXX XXXX also publicly available via ( https : XXXX ). On the bottom of this page you can find the units weight as 6kgs, which is 13,2LBs ( see attachment # 7 ), adding a 1,5Lbs roughly of the package materials to that sum you will have 15Lbs, which was measure and shipped to the merchant within XXXX Terms and conditions. 
Unless the merchant is ready to provide the CCTV footage of the package arriving to the merchants facility altogether with a footage of the package being unsealed on the record, I consider the actions made by the merchant as an attempt to defraud customers online and already reported the incident to the FBI Internet Crime unit, also known as IC3 ( see attachment # 8 attached separately read IC3-report.pdf ). 

Im kindly asking Executive Branch of JP Morgan Chase to consider the documents attached and reopen the billing investigation with XXXX for the amount of {$3800.00}, posted on my account ending in XXXX on XX/XX/2021. 

This letter is true and correct. 


Kind regards, XXXX XXXX

Company response to consumer: Closed with explanation