Consumer complaint received 2023-07-21
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:
This is related to XXXXXXXX XXXX XXXXXXXX location ( found within XXXX XXXX ) on. XXXX operates as a independent jewelers but has multiple location. For this reason a purchase made in one store does not carry the burden or records of another store. 

On XX/XX/2022 a purchase was made for a gold chain. 
At the time of purchase, no disclosure was made about final sales. This item ( gold chain ) was purchase as a gift. The purchase was for {$5000.00} On XX/XX/2022, a return was initiated with the original rep for the sale. The rep originally refused but escalated the concerns to the XXXX XXXX who agreed with me and a return was processed and the vendor XXXX XXXX provided a return slip for the item as support. 

Shortly thereafter a credit was noticed to not have been issued for the return. I reached out to my credit card issuer via the Chase app and opened a billing error dispute case. A quick investigation yielded a result of " valid charge '' and stated that " we can't confirm you're due a credit without a record showing the merchandise was returned ''. Chase also provided a copy of the receipt for the return. This notices was dated XX/XX/2022. 

A second dispute was open which required to be opened and for the support documentation to be provided via mail. This was mailed out on XX/XX/2022 a written explanation as well as a copy of the return document from XXXX XXXX was provided. 

Chase opened a second dispute XX/XX/2022 and closed the case XX/XX/2022 stating that too much time has elapsed and that no dispute could be addressed. 

Chase sent a notice dated XX/XX/2022 out related to the XX/XX/2022 dispute stating that they are investigating and would contact me if they was any additional information needed. 

Chase sent a notice dated XX/XX/2022 stating that no billing error was found and that the charge was valid. 

Since then, a number of conversations have been had with Chase customer service, Chase disputes department and Chase collections. All conversations include recommendations to resubmit the dispute and agreeing that if the merchandise was returned a credit should be issued. Chase though, feels their hands are tied due to the " timing '' situation as XX/XX/2022 was the last day to dispute the charge. 

In addition, all representatives within the disputes department have verbally confirmed that no inquiry was made as to whether or not the item has been returned. All decisions and results of investigations are based on the initial receipt. 

It has been said a number of times - that if I would like to escalate this I would need to mail or fax my grievance to the executive level staff, mail was submitted to the address provided before with no response. I have also been recommended to pursue this issue with XXXX directly as they are the issuer of the card. XXXX was contacted directly in late XX/XX/2022 who stated that this issue is directly handled with the issuer of the credit which is Chase. 

Address where submitted : XXXX XXXX XXXX XXXX OH XXXX ; To this Chase responded, it was said that the disputed decision was made by XXXX and that they have not ability to override XXXX XXXX decision. At this point, I am being told that it must be paid although a return is made. 

All of my conversations with Chase has been recorded, per Chase and can be used to support my narrative provided. 

I am completing this on my work computer so I am unable to provide a copy of the return slip. If reading this please email me at the provided email ( XXXX ) to have the return slip and any documents from Chase provided. Alternatively, you can request all documents from Chase as they have been provided or are directly coming from Chase.

Company response to consumer: Closed with explanation