Consumer complaint received 2017-12-19
Company: JPMORGAN CHASE & CO.
State: FL
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 called Chase Bank back in XXXX to dispute a transaction of a washer that was bought at XXXX online but I had to returned it a couple of weeks later because it was Mal-functioning. XXXX promised me to refund my money in 7 business days and they never did so I decided to dispute the transaction through the bank. I have been a customer with Chase Bank for many years and this is the first time I dispute anything. When I first called they were very nice and courteous and told me not to worry that it was going to be investigated. 1 month later I received a letter considering the charge Valid because of the copies of information that was obtained during investigation and they included in this letter they sent me. The information they sent me belonged to ANOTHER person! They sent me personal information of someone else with a different name, amount of transaction, including their e-mail and all personal information which is a violation of the privacy act, it is absurd how they handled this investigation and sent information that has absolutely nothing to do with me.. they violated Federal Laws. The same week I went to chase bank and told them what their investigations team had done, their investigations team did n't even read the information sears sent to them because it did n't even had my name on that paper which " supposedly '' validated the charge on my card. 
I sat down with chase banker and showed him all the papers proving I had the right to have my money back including e-mails of the day they picked up the washer and PICTURES that I took when they were taking my washer away on XXXX XXXX at XXXX. After showing the proof the Chase banker was really nice and saw why I was frustrated and that Chase was definitely going to make it right. So he FAXED all the papers and proof that I had to Re dispute because the investigation team did n't do their job right sending me information that was n't even about me. 
After I went there and talked to the banker I was sure that everything was going to be ok. 1 month later, They send me a letter saying that after reviewing with the merchant XXXX XXXX they found that there was no record of return! How do they accept that excuse when I have PROOF that it was returned? I have an e-mail with date and time of the pick up AND I have pictures proving they were there on that specific time taking the washer away from me! They not only took the Brand new BROKEN washer that they sold to me but they also took all my money and do n't want to return what I work SO hard to make. Not only that but Chase reported my disagreement on this dispute to the credit agencies and destroyed my Credit. I had an excellent credit and now it is Fair because I disagree on a dispute that I have been fighting for months because I have been robbed not only by XXXX but my own credit card company. 
I am very frustrated and cried so many times, it is a big charge and it is not fair that they can just get away with all my money.

Company response to consumer: Closed with monetary relief