Consumer complaint received 2023-03-11
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:
On XX/XX/XXXX I ordered a TV online from a retailer through a website named XXXX the retailer was XXXX XXXX in XXXX, TN. The cost of the TV was for {$2400.00}. The TV was delivered on XXXX XXXX. Before TV arrival I had some issues with pricing. Contacted retailer explained my concern. They refunded {$50.00} to help wit issue. During this time I had order issues with TV not functioning well and notified that I would have to pay return shipping back. I filled a dispute with Chase Business Preferred Credit Card Visa. On XXXX XXXX I filed a dispute of charges with my Chase Visa Dispute department. The funds where returned to my account. On XXXX XXXX, the individual from the Retail store contacted asking me what was wrong with the TV and they most surely can return the TV at no fee or charge. She stated that the only way to do this would be to cancel the dispute with my credit card. The shipper contacted me and arranged for pick-up of TV on XX/XX/XXXX. 
I contacted Chase Dispute Department on XXXX XXXX and spoke to a specialist on the phone and explained that I was instructed to close the dispute in order to get a refund from the retailer. I expressed some concerns if this was the appropriate way of handling this with the dispute department and asked for some advise if this would be an issue in the future if I for some reason did not receive my refund. The Chase Dispute specialist on the phone stated that these issues arise all the time and parties come to agreement. She stated that the only issue would be that dispute would have to be reopened by letter if need to reopen it. The specialist from Chase dispute department that day did not explain anything else to me of how in cancel the dispute I may not be able to get any help from the dispute department. So with the Chase Dispute specialist help that day I felt comfortable cancelling the dispute. On XX/XX/XXXX funds returned back to the retailer. 
In meanwhile Tv was delivered to warehouse on XXXX XXXX. On XX/XX/XXXX I contacted the retailer and was told that the charge was on hold by XXXX, XXXX XXXX XXXX. I was told it was on hold because case was not closed. I called the chase dispute department and spoke to supervisory on XXXX XXXX explaining that funds are not able to be returned because of a hold on funds. Even a conference call was attempted by myself with a somewhat reluctant supervisor to XXXX and we attempted to explain case was closed and refund was requested by retailer. 
On XX/XX/XXXX nothing had occurred on my refund and I called Chase Dispute department explaining my concern. I was told to draft a letter requesting reponing of my case. I immediately did that same day and uploaded it to the chase visa website. It took over 3 weeks to review the case, only for chase to close it immediately stating that it was too late for them to do anything because I canceled dispute initially. 
I called multiple time to try to speak with supervisory at the Chase Visa Dispute department and they all told me that the person that I spoke to the day I called to close my dispute should have informed me of what the consequences are for closing a dispute. I was not appropriately informed by the specialist at case dispute the day I called with concern about cancelling dispute. 
Till this day XX/XX/XXXX I still have not received my refund from this retailer of approx. {$2500.00} because the dispute was cancelled and unable to be reopened. I have been told by retailer on multiple emails that they received the Tv and have been trying to refund me but there are some problems on this transaction with XXXX stating to the retailer the case is still open and not resolved my the other bank, which would be Chase Visa.

I have asked for my bank to try to help me resolve this by contacting XXXX to fix this problem but they refuse to do anything and unfortunately all I have had is many hours of frustration because of the day I called a listened to the Chase visa dispute specialist lack of information regarding what would happen if I cancelled this dispute.

Company response to consumer: Closed with explanation