Consumer complaint received 2023-05-12
Company: JPMORGAN CHASE & CO.
State: CT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
J.P Morgan Chase Bank - Sapphire Reserve Card Holder I disputed charges related to a contract for services made on XX/XX/XXXX related to the manufacturing and delivery of a custom charcoal grey suit and a pair of custom brown leather shoes with a dark brown wooden sole. Receipt indicated that the shipment would be made on XX/XX/XXXX. As of XX/XX/XXXX I indicated to the company in writing that I had not received the goods or services, that the product they sent me pictures of was not what I ordered. I had requested cancellation of this order in writing during that window. I filed a dispute with Chase for goods not received and was told following the 2 month late delivery received on or around XX/XX/XXXX, that the dispute was resolved in favor of the merchant because Chase had received a note purported to be signed by me, that said I received the goods and was satisfied. I indicated to chase that this was a forgery, as the merchant is in XXXX and there is no way I could have signed this. Additionally, it was in direct contradiction to the messages I had with the merchant. Chase Disputes Department told me there was no means to appeal the decision in favor of the merchant, specifically a manager named XXXX. After filing a report with XXXX, I was contacted by XXXX in the Executive Office. XXXX indicated that they would review the dispute. I provided supplemental information via email by my own volition, never being promoted nor told what, if any, information would be necessary. On XX/XX/XXXX, XXXX called me to say that they were still reviewing. On XX/XX/XXXX, XXXX contacted me again to say the dispute was again decided in favor of the merchant, despite my messages indicating dissatisfaction, almost two months delay in shipment, and attempts to cancel, as well as receipts indicating date of shipment to be promised as of XX/XX/XXXX. XXXX again called me on XX/XX/XXXX to say the dispute was final and my case was closed. He said that the window to review the dispute ended on XX/XX/XXXX and that I did not provide the necessary documents ( which he then listed ). However, never was this date or dispute window communicated with me, nor was I ever provided with an indication of what evidence was needed. If I had been, I would have sent along everything I had, though I do believe that the evidence provided was certainly sufficient. I asked XXXX to point me to the terms of service and where this dispute information, including time frame is provided. However, this information is not in the Terms. It is clear that the dispute process is extremely opaque, that Chase has a total lack of communication within and between departments, and that this process was completely unfair and one-sided. I plan to continue to pursue every means I can to receive fair treatment and proper information. 

I reasonably believe my rights as a consumer have been violated and that there are no publicly available Terms that I have agreed to, nor that were even communicated to me, setting forth the procedures of disputes and the timeline for disputes before finality, including the ability to appeal. 

Sincerely, XXXX - Chase ref. XXXX

Company response to consumer: Closed with explanation