Consumer complaint received 2022-11-29
Company: JPMORGAN CHASE & CO.
State: WA
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:
Dear CFPB and Chase, This letter is regarding the dispute : XXXX. 

I order the following with XXXX XXXX on XX/XX/2022 : -XXXX XXXX XXXX XXXX XXXX -XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXt They then XXXX the order into XXXX different XXXX showing on my bank statement as following : - {$560.00} - {$460.00} - {$330.00} - {$88.00} - {$14.00} I then received one item which is the XXXXXXXX XXXX XXXX on XX/XX/XXXX. I then waited for another XXXX weeks to see if they send me any other items. But no. I then contacted them to resolve the case, and after doing their own investigation they confirmed that they sent me the wrong item and then they sent me a return label with tracking number XXXX and XXXX XXXX XXXX : XXXX. On the return label, you can easily see the reason for the return is " Received wrong item '' for the items mentioned above ( see attached file for the return label and slip ). I then shipped it back to them on XX/XX/2022 and they received it on XX/XX/2022 ( see attached file for tracking information ). They then never processed the refund for me. I contacted them again but never able to talk to any one. I then file a dispute with Chase on XX/XX/2022 which is within 60 days of the expected day of delivery. 

Chase then sent me a letter on XX/XX/2022 requested for more information, which I eventually signed and responded on XX/XX/2022 ( see attached file for proof ). Then they called me on XX/XX/XXXX to requested for more documents, however, it went to voice mail, I then called them back and sent in the requested information on XX/XX/2022 ( see attached file for proof ). From that time to now I have not received any other communication from Chase. Today, XX/XX/XXXX which is 4 months after the expected delivery date, I called in to them since I saw the status online was still initial claim ( they have not even contacted the merchant ). They then told me that since it's more than 120 days, they can not dispute any more and they would have to close the claim and I have to be responsible for the amount. This is unfair since I submitted the claim with in 60 days of the expected delivery date. The problem is they never process that. All the agents and even the manager I talked too was not understanding the story and they all think that I'm trying to open the claim today. They then closed the claim without any research. 

Please help me with this dispute. I want to complaint that Chase has a very bad customer service and dispute department. Even thought I submitted all the needed information and evidence so clearly, they keep blaming that I have not submitted any thing and the things I submit were not clear enough. This makes me so frustrated. They have no idea how to process the dispute and help the customer.

Company response to consumer: Closed with monetary relief