Consumer complaint received 2021-01-04
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:
To whom it may concern : I am sending this letter in writing in regards to a dispute I filed with Chase Bank on XX/XX/2020. I had ordered an item from XXXX XXXX XXXX on XX/XX/XXXX. I requested to cancel my order with this company because I never received a shipping confirmation ; I only received an order email confirmation. Upon my request to cancel the order ; I opened a claim with Chase on XX/XX/2020 to request a refund with XXXX XXXX XXXX. That is when the company sent an email stating the item was in route and took longer to ship due to the reduction of staff in the workplace due to COVID-19. On XX/XX/XXXX, I sent an email to the company asking for a return label due to dissatisfaction with the product ( which was a handheld XXXX XXXX  ) and they responded on XX/XX/XXXX ( 8 days later ) by offering a full refund and proving the return label. On XX/XX/XXXX, I went to USPS and returned the package ( Tracking Number : XXXX XXXX XXXX XXXX XXXX XXXX ). On XX/XX/XXXX, USPS had returned the package back to my house stating that the tracking number provided to me was no such number. On XX/XX/XXXX, I went back to USPS to try again with the same tracking number and sent to the company an email stating that I was attempting to return the item back again. On XX/XX/XXXX, I received the package again to my house with the same message no such number for the tracking number provided to me. I emailed the company on XX/XX/XXXX to let them know that the package had been sent back to me due to the invalid tracking information provided to me. I asked for the company to send me a new tracking number and return label so that I could complete my refund fully and to this date, XX/XX/XXXX, I have not heard back from XXXX XXXXXXXX XXXX for a new return label. 


This letter was written in accordance to the dispute being closed in favor of XXXX XXXX XXXX. I am asking that the dispute be re-examined based off of the information I provided above and due to the fact that I made several attempts on trying to contact the company and also trying to return the item back to the company. I will be attaching copies of the USPS receipt transactions with this letter in hopes that you have a better understanding of my situation and why I would like my resolution to be a full refund in the amount of {$120.00}. 

On XX/XX/2020, Chase sent a letter in regards to the result of the dispute. 
In their summary, they stated the following : - You disputed the charge ( s ) because you were expecting credit for merchandise you returned. 
-Based on what you and the merchant provided, we found there was no record of return, and the merchant has not received the merchandise. 
-We can't confirm you're due a credit without a record showing the merchandise was returned. 

We were unable to return the merchandise because we were given an invalid return label. We made several attempts to reach them via e-mail to try to obtain a new return label. They never responded to the emails. 
We let Chase know of this and they still said they were unable to do anything to resolve the dispute in our favor. We have evidence and documentation of email threads and USPS receipts showing us attempting to return the product twice on two separate occasions.

We are really hoping you can help us and provide us with the resolution we are looking for which is a refund in the amount of {$120.00}. Thank you for taking the time to read this letter.

Company response to consumer: Closed with explanation