Consumer complaint received 2022-11-01
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:
I made a purchase on Amazon for a XXXX XXXX ( XXXX XXXX XXXX XXXX ) on XXXX. I made a request to Amazon to return the item XXXX XX/XX/XXXX and received a confirmation email from Amazon on XX/XX/XXXX indicating that 'We 've accepted your return request. Once we receive the item, we'll issue your refund ''. 

I then proceeded to Amazon 's website and printed the return label they ( Amazon provided ). Amazon 's courier that they partner with ( that is on Amazon 's return label ) proceeded to come to my address a few days later and picked up the item. I continue to track the item, based on the tracking information from Amazon 's partner XXXX, and confirmed that the item was delivered. So, in summary, I followed Amazon 's instructions in returning the item and the item shows as delivered. 

I kept reaching out to Amazon to confirm that the refund would be processed. They said I need to wait a given period of time once the item has been returned before the refund can be process ( I can't recall what the time period was, but I do recall that the time period came and passed and Amazon did not refund ). 

So I contacted my Amazon Signature Chase Visa Card Customer Service ( the amazon credit card I used to make the purchase ) on ( I believe their number was ) XXXX to dispute the charge. Among the support Chase asked for was the proof that the item was delivered using Amazon 's requested return method, which I provided. And the item was credited back to my card. 

I recently looked at my XXXX Chase credit card statement and learned that Chase did some sort of charge back. They stated that Amazon claimed that the items was not returned, even though I sent in the proof Chase asked for. 

Since then I've been given conflicting information from Chase, in what I feel is a runaround. 

- I finally got a hold of a Chase Disputes department supervisor ( XXXX ) on XX/XX/XXXX. She said she reopened the dispute and I went onto the Chase app and provided additional information ( of my own accord ; nothing specific that Chase requested ) that shows more specifics ( e.g. the email from Amazon showing the return was approved, the email/ evidence the I return the item the way Amazon requested and through Amazon , confirmation once again that the item was delivered etc. ). XXXX then indicated that it would take about 10 business days for a decision to be had. 
- I called Chase disputes again on XX/XX/XXXX and ultimately got a hold of another supervisor ( XXXX XXXX since the representative I spoke to initially seemed to suggest that nothing was reviewed since my initial call on XX/XX/XXXX and furthermore it can take an additional 15 business days to resolve. The supervisor then indicated indicated 1. it can actually take within 15 to 30 business days to resolved 2. When I asked here why was this recharged to my card in the first place, she indicated that I did not provide sufficient information the first time around ( although they neither reached out to me for additional and didn't request specific additional information this time around either. I added additional information of my own accord ) and 3. when I asked them why they didn't reach out to me to get additional information before recharging my card, she said someone tried to call me on XXXX and I hung up ( I have no record of a call from Chase on XXXX, nor did they supposedly follow-up by email or any other means e.g. regular mail ). Had I not checked my statement, I fear I may have missed this recharge ( considering I have no other charges on my credit card and hadn't planned on using this card ). 

At this point, I am not confident that Chase has handled and will handle this dispute properly. 

Please can you assist. 

Best.

Company response to consumer: Closed with monetary relief