Consumer complaint received 2021-09-10
Company: JPMORGAN CHASE & CO.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2021 I ordered a XXXX XXXX  XXXX XXXX XXXX from Amazon  order # XXXX, for a total of {$2300.00}. This item was supposed to be delivered Friday, XX/XX/XXXX. I never received my item. It was supposed to be signed for. I was home all day, never received a package nor did I sign for anything. Nobody at my residence did either. I checked my Amazon  app for delivery updates and it said delivered. So I go onto Amazon support chat and the only option is to speak with a chat " bot '' specialist. The bot instructs me to wait until the end of Monday, XX/XX/XXXX to receive my item, as it may arrive late. I wait until the end of XX/XX/XXXX, and still did not receive my order. I go onto chat yet again, and speak with a human this time. They inform me that their specialist team will investigate and contact me with further instructions. I receive an email the same day, XX/XX/XXXX, at XXXX asking me to fill out an incident report. I complete the report in full and respond back within 2 hours. I then receive an email a few days later telling me that I must file a police report to continue my claim for my missing package. 

I proceed to file a police report. Once it is marked as completed by their website ( XXXX  ), I alert Amazon. They ask me for the following information : " The police report number regarding this incident - The name of the related station - Crime Reference Number/URL of report/Reference number provided - [ If reported to a local station over the phone : The name and badge number of reporting officer, and contact number of the station. ] - [ If reported to the police online : Provide a reference number ( if any ). ] Please contact us back when the police report is complete. We are unable to accept police reports that are in pending or any other incomplete status. '' I provide all of the following information in an email response. I get responses with different people, who do not understand what is going on. I finally get through to someone named XXXX XXXX, on XX/XX/XXXX, and they ask me for a copy of the report. Their exact email is as follows : " The responsible police station could not confirm the details of the police report you provided. 
We are also unable to gain access of the URL you provided since it's blocked here in our end. We kindly advised if you can send us a copy instead of the Police Report so that we can validate it. 
Please reply to this email along with the copy of the Police Report as a PDF, JPG or PNG file. '' So, following their instructions, I request and receive a copy of my police report from XXXX Police Department on XX/XX/XXXX. The report had been completed about two weeks earlier but the Police Station sent it to the wrong email. 

XX/XX/XXXX, I send amazon the report in the original PDF format, as a reply to the same email from XXXX XXXX that asked for the report in PDF, JPG, or PNG file. 
Once again, a different person responds, who seemingly has no clue what is going on, and they send me the same email that I received back on XX/XX/XXXX. I keep asserting that I am furnishing the completed report as requested. Finally, someone named XXXX recognizes the report. XXXX instructs me to call Amazon and do a 3-way call with the police so that they can verify the report and so I can get my refund. His EXACT words promise a refund after they verify the police report. 

The email from XXXX on XX/XX/XXXX is as follows : " Thank you for submitting the police report information. Now, in order to verify the report, I'll kindly ask you to call us back within the police department working hours so we can call them and verify the police report while you are on the line, this since sometimes they ask for sensitive information that we can not disclose so we need you there to be able to respond. Once we have that verified, we can go ahead and issue a full refund for you. '' I respond to XXXX and provide the police department phone number, as well as ask him for a number to call so we may proceed. XXXX does not respond. A short few days later, I call Amazon 's general customer support number and I speak with a woman. I instruct her about the request to do a 3-way phone call with the police and Amazon. She is confused as to this request. The woman looks at my claim and then tells me she sees XXXX 's request, but says she does not believe the 3-way call is allowed, nor is it proper protocol. I am instructed to wait 1-2 days for contact from a new team. I provide her my phone number and email to be contacted at. 5 days later, I still do not hear anything. 

It is now XX/XX/XXXX. I go to the chat for help figuring out why nobody has contacted me, as the woman on the phone promised. I am then told that they need a police report. I inform them that I have provided that already, multiple times. They say that they can not verify a PDF copy. This is disturbing to me because that is exactly what they asked for over email. I am asked repeatedly by the people on the support chat for " clickable URL to report. '' I call my police department, and they inform me that is impossible. They only provide paper ( mail ) or email ( PDF scanned ) copies. I inform the people I am speaking to of this, and also recommend they call XXXX Police Records Department to verify that I am telling the truth. One person on the chat ( named XXXX ) actually acknowledges that I can't provide a URL link. He tells me to send the report to XXXX. I send it. ( I later find out this is an incomplete and invalid email and does not actually serve to receive/reply emails. ) I ask what the next steps will be and if they will verify that I have sent the report, since this is not my first time doing so. Then, XXXX abruptly transfers me & the next person yet again is asking me for a URL/clickable police report website. He ends the chat in the middle of our conversation when I try to them, again, there is no existent URL to give. 

Now, I am beyond frustrated and feel stuck and cheated. I file a claim with Chase, and a claim with the XXXX XXXX XXXX. Someone named XXXX reaches out to me about my XXXX claim. He seems to want to resolve this case, and after a few messages says that all I need to do is provide him the police report to proceed with my refund. ( Note that at this point I have tried doing this several times, to no avail ). Despite feeling hopeless, I want to resolve this with the merchant, and I feel as though I am being helped, so I close my existing claim with Chase on XX/XX/XXXX. I make sure to immediately tell XXXX, the same day via email, I send him the following email the morning of XX/XX/XXXX. 

" Hello XXXX thanks for the update, It is worth mentioning that I had a chase bank claim about my item never being received. 

However, since you have responded to my XXXX claim and have accepted my police report to help me with a resolution, I called Chase to have this dispute cancelled. 

Please note that Chase bank never reversed the transaction or issued me a refund, and the claim is now withdrawn from my account. 

I want to be transparent so there is no unforeseen issues with this. '' The very next day, XX/XX/XXXX, XXXX informs me that he has received notice that I had filed a charge back dispute with my bank, and that " We aren't able to offer any additional insight or action on this matter and any further inquiries regarding this issue won't receive a response. '' Now, I feel as though filing another dispute is my only option. I call Chase, a woman tells me that she has re-opened my dispute. She asks me general incident questions, and informs me I will have provisional credit by XX/XX/XXXX. XX/XX/XXXX comes by, and I have no credit, but I get a letter posted to my Chase account stating the claim is closed and no further action will be taken. I call to ask what is going on, and a man tells me that the woman was misinformed. He says that I have to wait until the first week or two of XXXX to reopen my claim. He says as long as I call by XX/XX/XXXX, I will be fine. I call on Tuesday, XX/XX/XXXX. I reopen my claim, and tell the entire story again. I ask for a FAX number to upload chat transcripts, emails, and the police report as supporting documents. 

This morning, Friday XX/XX/XXXX, I receive an email. They told me the claim is closed and they believe the transaction was authorized. I had only faxed all of my supporting documents two days ago, so I had suspicion they did not properly review my case. I called Chase, and was transferred to XXXX, a claim specialist. He actually told me they had not reviewed my documentation. Their decision to close my claim was made entirely based on the merchant 's evidence, without considering or even looking at mine. He actually put me on hold to look at my faxed documents, and informed me that some came out blurry and ineligible, and to go into my Chase branch with printed copies so they could email them these documents. He said all I needed was my claim reference number. I went in, and after much explaining, someone helped me out. I told her the full story. She was confused as to why the claim specialist sent me in there, and said there was nothing she could do for me except re-fax the documents. She had done this, and yet I do not have hope that my claim will even be reviewed again, because the claim specialist had told me they never even tried reviewing my side of the story, or any of my evidence, in the first place. 

Not only have I tried everything in my power, to do what Amazon requested of me, I had succeeded in providing a valid police report, and have written proof that they were going to refund me after verifying the report. It is as simple as them calling the police department and asking them whatever it is that they feel must be verified. They have not elaborated onto why they suddenly didn't want a report, nor did Amazon provide any possible next steps as to what may substitute for a resolution. When I finally was going to have this report verified ( from XXXX, the XXXX XXXX XXXX advocate from Amazon ), they inform me that they will not respond at all about this matter. 

Chase bank neglected my claim entirely based on the fact that Amazon told them they concluded their investigation. The Chase branch employee even admitted to me that when Amazon decides their refund policy, the Chase investigators usually side with the merchant. The issue with that is Amazon never gave me a proper conclusion. If the initial voided chase dispute did not interrupt my conversation with XXXX, their team would have finally gotten around to verifying the police report ( which they said was all that needed to be done in the first place ). Chase admittedly did not even review my evidence before closing my claim on XX/XX/XXXX. All they have to do is read the emails and XXXX transcripts, and see my police report. That is all Amazon asked for in the first place.

Company response to consumer: Closed with explanation