Consumer complaint received 2023-07-28
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:
OnXX/XX/2023, I purchased a XXXX XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX in the amount of XXXX. I did not satisfy with the product, so I initiated a return to the merchant around XX/XX/XXXX and was provided with a label - XXXX. 
After a long time, the tracking was not showing any updates and the merchant did not provide any answer, I was trying to work with XXXX to seek for the item, ultimately, I had to filed for Chase dispute. This whole process span from XXXX until the beginning of XXXX. 

The initial dispute was under investigation until XX/XX/XXXX, I received the item back from XXXX. I immediately contacted the seller to seek for resolution and if I can return the item the second time. 

I was assured from XXXX  XXXX that they can initiate a second return, which they did, and provide me with a new return label - XXXX. I returned the item using the new label provided by the seller on XX/XX/XXXX with the drop off receipt. 

On XX/XX/XXXX, Chase notified me about the verdict of the initial dispute, which I did not re-dispute at the time because I was trying to work with the seller. The seller confirmed that they have received it on XX/XX/XXXX, and assured me that they would provide the refund as soon as possible. 

The process of working with the seller and the conversation go back and forth until XX/XX/XXXX, the last message I received from the seller, in which they stated they would escalate the refund process however they never did. 

At this point, I contacted Chase dispute team and ask for the process to reopen the dispute, I was assured on multiple occasions that occasion that I still have time to re-open the dispute up until XXXX XXXX  118 days after the transaction date. I sent Chase a letter to request re-opening the dispute - tracking XXXX - and was delivered on XX/XX/XXXX. Not until XX/XX/XXXX, Chase started to re-open the dispute. 

The second dispute investigation took place from XX/XX/XXXX to XX/XX/XXXX, this is when Chase notified me that they closed the second dispute in the seller favor, although I already provided proof with tracking number that I returned the item back to the seller. When I called and ask Chase dispute team, they told me that they could not see the tracking number which ending in XXXX from XXXX due to its being over 120 days. 

However, when I sent Chase the letter to reopen the dispute I already included the new tracking number as well as the conversation I had with the seller. In which they received the item and stop responding to my message. When asked Chase dispute team told me that there are nothing Chase can do about the dispute at this stage, although it doesn't indicate to me that they received the updated information even though I included it in my re-open dispute letter request. 

I provided Chase with the conversation between myself and the seller which took place between XXXX and XXXX, with the new tracking information XXXX, indicated that the seller have received the item, yet Chase still concluded that the charge was valid when I, the customer, have returned the item, and still have the charge on my account.

Company response to consumer: Closed with explanation