Consumer complaint received 2020-06-27
Company: JPMORGAN CHASE & CO.
State: WA
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 purchased an XXXX XXXX from XXXX with my chase freedom unlimited credit card. The purchase is XXXX XXXX This transaction is posted my card statement on XX/XX/XXXX. 

Around XX/XX/2020, after I realized that I didn't receive the XXXX XXXX from XXXX and XXXX refused to do anything about it, I disputed the charge on my credit card. 

On XX/XX/2020, chase notified me that they have given me a temporary credits and are asking merchants ( XXXX XXXX ) to provide more information about this purchase. 

On XX/XX/2020, chase sent a letter to me saying that they consider the disputed charge valid. From the letter they sent to me, XXXX responsed to Chase on XX/XX/2020. It took Chase almost 19 days to get back to me after they heard back from XXXX. 

The only proof of delivery shown on the letter is given by XXXX, the deliver. It is clearly shown that for this package, the signature is not required. So I do not know why this " proof-of-delivery '' would convince XXXX and Chase that XXXX actually delivered this package to me. 

I disagree with XXXX 's response and called Chase to reopen the dispute case. As Chase requested, on XX/XX/XXXX afternoon, the same day I received the letter from chase, I sent a certified mail to Chase dispute center with more information showing that XXXX didn't deliver this package to me and a police report for my case. The customer specilist I talked to also promised me that once Chase received my letter, an automatic dispute would be opened. 

On XX/XX/XXXX, by tracking information of USPS, my mail to Chase dispute center was delivered. 

On XX/XX/XXXX, I received another letter from Chase saying that they have reopened the investigation about my case and also mentioned to me that the document I provide with Chase could greatly influence their ability to resolve the dispute in my case. I did not see any temporary credit back on my credit card though. 

On XX/XX/XXXX, I received a letter from Chase saying that they confirmed that this transaction are valid. They did not give any reason on the letter and only said that they determined that this is not a billing error and even mentioned " while you may have a valid complaint with the merchant '', Chase won't do anything about it. 

I disagree with Chase 's response and called Chase again, the response I got now is that due to the time limit for my dispute, Chase could no longer get my money back. So apparently there are 60 days limit for disputing a transaction. I have never been told about this time limit and I have always responded promptly to provide any information that Chase required from me. In the entire process, Chase spent 19 days to send me the first response they get from XXXX and then for the second investigation, apparently on XX/XX/XXXX, when they sent me the letter showing that they would start reinvestigating my case, the time limit has already passed. 

I think I should not be responsible for this dispute issue. In the beginning of the dispute, Chase did not ask for any information from me and only make the decision based on the response XXXX provided with them. Also I do not believe the proof of delivery XXXX sent to Chase was very convincing. Why a package that " do not any signature '' could prove that this package was actually delivered? Then after I sent my certified mail with more information to chase dispute center, they again took 7 days to get to my case and then told me that the time limit has passed. Now I could not get the dispute resolved and the bill is still on my credit card. I believe that Chase should be responsible for my loss.

Company response to consumer: Closed with explanation