Consumer complaint received 2021-03-06
Company: JPMORGAN CHASE & CO.
State: MN
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/2020, I committed to purchase a used XXXX XXXX  cutting machine on XXXX  ( item # XXXX, ) and utilized XXXX  checkout process to submit payment with my Chase credit card. The amount of the transaction, including shipping, was {$1000.00}. The seller shipped a package containing a brick, dirty laundry, and garbage, and provided a XXXX  tracking number. When the package arrived at our business address, its delivery was confirmed by signature. After the XXXX  driver left, I opened the package and found that it did not contain the XXXX XXXX  cutting machine, and felt there was a deliberate attempt by the seller to defraud me. 

On XX/XX/2020, I submitted a dispute via XXXX, and selected the option I did not receive the item. In my mind, this was absolutely a true statement, as I did not receive the item I committed to purchase. Unfortunately, this caused XXXX resolution system to reference the XXXX  tracking number provided by the scammer and rule in his favor. It is true that I received a package via XXXX, but the package was an instrument of fraud, stuffed with trash, and did not contain the item I had committed to purchase. 
I attempted repeatedly to dispute the ruling on XXXX  website, but the link provided led me in circles and ultimately did not allow me to submit a dispute. I attempted to explain the situation to an XXXX representative via phone, but they only instructed me to follow the broken links on the website. 

On XX/XX/2020, I filed a report with the US Postal Inspection Services Mail Fraud Complaint System ( case number XXXX. ) By now, XXXX  30 day return window had closed, and any further attempt to return the item would require the approval of the seller. The seller, of course, is a scammer and would be unwilling to approve a return. I attempted again to call XXXX  customer service, but they had closed their call centers due to the COVID-19 pandemic. I attempted to communicate with XXXX  customer service via email, but received only automated responses. 

At that point, I felt I had reached a dead end with XXXX, and I decided to file a dispute with Chase. In the course of their investigation, Chase personnel reached out to XXXX, and XXXX provided the XXXX tracking information. Chase ruled that the charge was valid, and I was not due a refund. 

I was finally able to reach a customer service representative at XXXX who carefully reviewed the evidence I provided him and acknowledged the fraud, but he told me he was unable to proceed with a refund since I had already initiated a dispute with Chase. XXXX has terminated the account of the seller, which I see as an acknowledgement that he is guilty of violating their terms of service. 

I have examined the package itself, and found that it would not physically contain the item described in the XXXX listing, particularly if it were padded with packaging materials of any kind. Additionally, the weight of the package ( as printed on the XXXX  label in a photograph provided by the scammer via XXXX XXXX messaging system as proof of having shipped the item ) is less than the overall weight of the machine itself, excluding any packaging materials. Additionally, the XXXX Office location in XXXX, WA ( on the receipt in the photo ) is over 85 miles from the XXXX, WA return address the scammer used on the XXXX label. My research yielded no resident by the provided name ( XXXX XXXX ) at the return address provided. I have tried calling the phone number provided on the return address, and received no answer. I suspect the return address and phone number were chosen at random by the scammer. 

The package and its contents are still in my possession, as there has been no satisfactory resolution of this ordeal. As mentioned previously, the US Postal Inspection Service has been notified. I believe the value of the transaction would put this into the category of felony fraud, if the USPIS were inclined to find the scammer and prosecute. I have welcomed Chase personnel to send a representative to come to my residence and inspect the package in question, but they have made no attempt to do so. 

Chase 's internal fraud department has repeatedly ruled that the charge is legitimate, and every time, I have resubmitted the dispute. The most recent dispute has remained unanswered for months, and I think they're hoping I will just disappear and stop pursuing a refund for this fraudulent charge. In the meantime, I have stopped using their services entirely and allowed my accounts to sit dormant while I utilize the services of other credit card providers.

Company response to consumer: Closed with monetary relief