Consumer complaint received 2021-04-02
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:
This Complaint is against CHASE BANK and how the handled a FRAUD DISPUTE. 

I originally purchased a 14k White Gold Engagement Ring with a 2.0 carrot IGI certified NATURAL Diamond on XX/XX/XXXX for {$5200.00} with Estimated Delivery Time of 1 week from XXXX. XXXX then contacted me 2 days later on XX/XX/XXXX letting me know that the stone i selected on their website was listed WRONG, and is actually a LAB STONE ( which is worth MUCH LESS ) This was the first of many HUGE RED FLAGS because now the company already has has my money and are attempting a tactic called bait & switch. I IMMEDIATELY requested to cancel my order that day, as that was not what i selected, as listed on their website. They ignored my requests to cancel and they continued to attempt to sell me other stones week after week for 2 months now with no response on my cancellation requests. I do not want any products from this scam company and i NEED FULL REFUND, as i cancelled this order several times, after the company falsely advertised a product on their website. 

I Originally disputed the charge with Chase on XX/XX/XXXX when i started seeing red flags from the Merchant ( XXXX ). The Merchant then contacted me, convincing me to close my dispute with chase, as they told me they would cancel the order the next day. As XXXX did not cancel the order, I opened a re-dispute on XX/XX/XXXX which has been a NIGHTMARE of process and a lot of mistakes have been made in their dispute process. 

As requested, I Faxed in a Handwritten letter to Chase on XX/XX/XXXX explaining my situation and providing as much information that i can think of, as per request of the CHASE representative. As it takes 1-3 business days for CHASE to receive and review the fax, i was on standby over the weekend and following days for further action or for Chase to contact me. 

I Constantly followed exact directions that Chase representatives gave me all within a timely manner. As their re-dispute process is more difficult, they contacted me a OVER a week later on XX/XX/XXXX saying they need me to write a ANOTHER handwritten letter providing more specific information on why i wanted to re-dispute the charge. I told the rep. that it was rather difficult for me to get to CHASE bank again in the next day or two, The rep then stated that i could send the information through " secure message '' on the CHASE mobil app which i did that day providing the exact information requested. As a week passed and i did not hear back from CHASE, i then called the dispute department once again on XX/XX/XXXX to see what my status was. When i talked to " XXXX '' from the disputes department, she noticed that my secure message was not " seen '' by anyone in the disputes department.She aknowledged the mistake on CHASE 's behalf and apologized several times for their mistake. She made notes on the case that CHASE has messed up in porcessing, and that they were doing what they can to make it right for me. I then had to re-write and re-send the message through " Secure Message '' and that she assured me will forward it to where it needs to be. 

As the next 5 days goes by and i do not hear anything from CHASE, i then call the disputes department again on XX/XX/XXXX to see what is going on. They tell me that the secure message WAS NOT a suffice way of sending the information and that it got lost in their system. They now need me to write in another HANDWRITTEN letter with the information i provided twice in secure messages, and either Fax or USPS Mail it in within a timely manner. Getting Frustrated, I then wrote another letter and BOTH mailed it to chase and also faxed over once again on XX/XX/XXXX. The weekend passed and then i contacted Chase on XX/XX/XXXX to make sure they received my documents and that this will be handled properly. When i talked to " XXXX '' at Chase, She confirmed that they received my documents and that it will be reviewed within 15 business days. 

On XX/XX/XXXX Chase Sent me a letter on my Chase mobile app, informing me that the dispute was now closed in the merchants favor and that my dispute in invalid. It stated that " based on the information i provided, we found that a significant amount of time has passed since the date of the charge. Despite our efforts, the merchant is not willing to credit your account because the charge took place too long ago, '' This was RIDICULOUS as i filed the re-dispute 2 days after the charge and have attempted to cancel and provide information to chase ever since. The processing & handling of my information and documents and lack of communication on CHASE 's behalf are the ONLY things that took time in this matter. I sent everything in that was requested of me all within a VERY timely manner. 

As i was not okay with this outcome, i then called CHASE on XX/XX/XXXX letting them know that i wanted to appeal this decision and re-open a dispute on this case. A Represenative then opened a seperate dispute under reason of " I Never recieved expected credit '' instead of " i cancelled this purchase '' ( Which was another mistake on CHASE 's behalf ) I was then informed i would have to write in ANOTHER handwritten letter with all requested information from previous claim, but with updated dates and informatiob. I oblige and Fax in another handwritten letter from Chase bank onAs i was then tied up with a COVID situation at home, a week and half go by with no update from CHASE. I then call disputes department once again on XX/XX/XXXX to see my claim status. They informed me that some information and my signature i provided was cut off when received on their end of the fax and that they need me to send in ANOTHER handwritten letter with new dates and information. i did this once again sending in everything they asked for through fax at CHASE bank. 

Another week goes by and still hear nothing from CHASE once again, i call to check in and speak with " XXXX '' from the disputes department on XX/XX/XXXX. After reviewing my case he realizes that my latest fax was received, but it was put in to my previous case which was CLOSED!! As He can not access closed case information, my previous fax was useless as he could not access it in my closed case.He also realized that the case was under the wrong reason and that he would have to close that case and open a new case under reason " i cancelled this purchase '' to get things moving and to the proper department. He advised me to YET AGIAN, WRTIE ANOTHER LETTER and FAX it in. As i was in tears at this point, i did what he asked and faxed in another letter on XX/XX/XXXX with proper case #, name, signature and ALL information that was asked of me over the passed three months and he ASSURED me it would be handled properly and that i was in good hands. He said that it would take up to another 15 days for CHASE to review the info and that things were looking good for me, given i provided everything they have asked for. He also assured me that i have up to 60 days from when the charge was posted on my statement ( XX/XX/XXXX ) and that i had plenty of time and was within my rights. 

I was on standby checking in every two days with CHASE confirming that they recieved my documents in good shape, have ALL the information they need and that they do not need anything further on my part. I was confirmed on this 5 times from the dispute department between XX/XX/XXXX and XX/XX/XXXX assuring me that i did everything i need to do and that i was in good hands. 

Chase then sent me a letter on my CHASE mobile app on XX/XX/XXXX informing me that they have yet again closed my dispute in the merchants favor and that the charge is VALID and that no billing error has occured and that they can no longer help me. As i now feel truly helpless, i called the CHASE disputed department and asked to speak with a supervisor. After reviewing my case, he basically said the same thing. He said that becuase i closed my original dispute, that i have passed my timeline of being able to have CHASE help me from a credit card standpoint and i am on my own with the charge. 

This was the absolute worst processing and handling of a customer or claim i have ever seen or heard of. Three months later and i still have NO merchandise from the merchant, and do not want ANY merchandise from the merchant. They continue to ignore my requests to cancel the order and provide a refund and continue to try to sell me other stones which i do not want. 

PLEASE help with this situation as i am truly a VICTIM here, from both the merchant XXXX & CHASE BANK. Thanks so much for your time and help. Cheers

Company response to consumer: Closed with explanation