Consumer complaint received 2019-12-04
Company: JPMORGAN CHASE & CO.
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2019, I ordered a rug from the website XXXX order number XXXX in the amount of {$52.00} through XXXX which is linked to my debit card. Because of fraud issue with my order and no email confirming order number XXXX, I placed a duplicate order on XX/XX/2019 at XXXX XXXX, order number XXXX for the same rug on the website XXXX in the amount of {$52.00} through XXXX which is linked to my debit card. I checked my checking account transactions to make sure that the transaction went through and I discovered that order number XXXX cleared my checking account for {$52.00} on XX/XX/2019. Immediately, I emailed the website XXXX  and sent a request in XX/XX/2019 stating that I placed a duplicate order ( XXXX ) from XX/XX/2019. Cancel order # XXXX and issue refund. Will place another order. Response came on XX/XX/2019 at XXXX XXXX  ( remember this date and time ; it's important ) " Your request ( XXXX ) has been received and is being reviewed by our support staff. To add additional comments, reply to this email. '' On XX/XX/2019 at XXXX : XXXX XXXX, I placed another order XXXX for a different rug in the amount of {$52.00} through XXXX which is linked to my debit card. On XX/XX/2019 at XXXX XXXX, I emailed to response number XXXX : " Good evening, As promised, I just ordered a different rug order number XXXX, XX/XX/2019. Again, please refund the order # referenced in the request # XXXX ( XXXX ). Thank you kindly. Sincerely, ( my name ) '' Two days later, on XX/XX/2019 at XXXX XXXX  a representative from XXXX responded by email to request number XXXX : " So sorry. I tried to cancel your order ( no order number referenced ) but its to late to cancel : ( its in processing now. Cheers ( her name ) '' I went to XXXX 's resolution center to file a dispute but they advised to contact seller first and gave the email address of XXXX. So, on XX/XX/2019 at XXXX XXXX, I emailed XXXX : " Good morning, I am writing to you in reference to order number XXXX. It was a duplicate order I made on XX/XX/2019. I ordered the same item on XX/XX/2019, order number XXXX. I didn't think the order went through because of a fraud issue with my bank. So I ordered the same item XX/XX/2019 in order to use a 15 % off coupon before it expired and a sale the website was having ended. However, after checking my checking account transactions, I discovered that order amount of {$52.00} went through for order number XXXX on XX/XX/2019. Unfortunately, this was after I placed order number XXXX for the same item for the same amount, {$52.00}. Immediately, I sent in a request to cancel the order number, XXXX, on XXXX XXXX and refund the amount of {$52.00} back to my account at XXXX XXXX. I received a response at XXXX XXXX  stating that request number XXXX was issued and would be responded to as soon as possible. I emailed back at XXXX XXXX  stating " I just ordered a different rug order number XXXX on XX/XX/2019. Please refund order number XXXX as requested. Thank you kindly. '' On XX/XX/2019, I received an email from a representative for XXXX in response to request number XXXX : " So sorry. I tried to cancel your order ( no order number referenced ) but its to late to cancel : ( its in processing now. Cheers  ( her name ) '' I find this unacceptable as I gave the company plenty of notice to cancel order number XXXX before it went into processing plus I have yet to hear whether or not XXXX is in processing still. I would like a refund accordingly of {$52.00} for order number XXXX and to cancel it as well. If you need additional information or have any questions, please contact me at the above email address. '' Response received XX/XX/2019 at XXXX XXXX   by email : " Your request ( XXXX ) has been received and is being reviewed by our support staff. To add additional comments, reply to this email. '' Response received XX/XX/2019 at XXXX XXXX  by email from another representative at XXXX : " Hi ( my name ), I'm sorry, but now is too late to cancel your order XXXX because it's in processing and our policy is just allows to change or cancel orders within 12 hours. Please understand for us. We wish you give us the information clearly at the beginning : ( Cheers  ( her name ) '' My response on XX/XX/2019 at XXXX XXXX  by email : " Good morning, If you look at the transcript provided for request # XXXX, I did give you sufficient information and plenty of notice to cancel order number XXXX. Sincerely, ( my name ). '' On XX/XX/2019 at XXXX XXXX, I filed a dispute with XXXX against XXXX XXXX XXXX  ( XXXX ) for the reason for item not received which is the only reason I could choose to file the dispute # XXXX. On XX/XX/2019 at XXXX XXXX, I escalated dispute # XXXX to a claim for the same reason : item not received against seller XXXX XXXX   XXXX  ( XXXX ). XXXX states that it can take 30 days or longer, if necessary, to resolve. I want to take the necessary steps to make sure that I file this complaint with my bank within 30 days of the purchase date ( XX/XX/2019 ) in order to get a refund.

Company response to consumer: Closed with explanation