Consumer complaint received 2021-02-03
Company: JPMORGAN CHASE & CO.
State: MD
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 am writing to dispute a billing charge in the amount of {$3200.00} on my account. I am requesting that the charge be reversed, and the full amount credited to my account, that any finance and other charges related to the disputed amount be credited as well, and that I receive an accurate statement. 
I placed an order for a Mahogany Wood Pre-hung Front Door on XX/XX/XXXX from XXXX to replace an existing door at my home since a suitable replacement could not be delivered within 6 weeks, ( XXXX XXXX number : XXXX ) for a total of {$3200.00} which was later shipped on XX/XX/XXXX. 
The order was delivered on XX/XX/XXXX and a local XXXX was called for installation on the XX/XX/XXXX. Upon unpacking the crate and inspecting the door prior to installation, I noticed the door was defective, damaged, and jams were warped/twisted. In addition, the wood used in the manufacturing of the item was not of sound quality and was in fact, materially different from what was advertised as an exterior door of sound quality capable of withstanding the external elements. 
The wood was a twisted, the product was defective, could not withstand the harsh external elements, and more importantly, not as described on the XXXX listing. Due to the size, weight and structure of the door, I had to pay a {$250.00} out of pocket expense for the assistance of a contactor service to repackage the door for return to XXXX. In addition, the contractors had charged {$600.00} to install the new door, but after recognizing the condition of door, they had to reinstall the previous door. I immediately logged into my XXXX account, expressed my displeasure and filed a dispute requesting refund for the purchase, pursuant to the Fair Credit Billing Act of 1975 as a dissatisfied consumer through the Claims and Defenses process. 
Subsequently, I had to source additional funds to acquire a suitable replacement door locally and made separate arrangements and funding for the contractors reinstallation. 
In all attempts, I acted in good faith in my efforts to reach an equitable resolution and communication with the merchant, whom, first appeared responsive and cordial but over time became evasive, non-compliant and unavailable. After several attempts to have XXXX pick up the item, they continued to make excuses about availability of delivery trucks and claimed that the cell phone number I have had for over 15 years was not operational to coordinate the pickup. I later discovered in their direct communication to Chase Bank that based on their return policy, I am not entitled to a return if the item is over 30 days. I requested a return of the defective door less than 24 hours after delivery as evident in the delivery date to the requested return date. XXXX has continued to stall the process of holding up their end of the transaction unfairly and solely based on financial benefits to defraud consumers by selling defective cheap products not from reputable source made in XXXX. 
During this period, I was being charged monthly by Chase Bank for this purchase. I contacted Chase Bank and informed them that I had filed a dispute with XXXX and should not be charged. I was informed then they could not credit my account unless I disputed the charge, to which I did. On XX/XX/XXXX XXXX refunded the amount charged to Chase and the order reflected a refund on my account as depicted in the attachment. This money was later reversed by Chase Bank as a chargeback. Not knowing what that meant, I contacted XXXX for clarification and was told I had to drop the dispute with the bank for them to process the refund. I called the Chase customer service and followed the instructions given to me by XXXX customer service representative. 
Since XX/XX/XXXX, I have been calling at least once per month through XX/XX/XXXX in an attempt to correct this charge and obtain my full refund for the item. I was no longer in possession of the product ( Seller ), a charge I was paying for on a credit card that was incurring interest ( Chase Bank ) and resolving a disputed item that was defective, misrepresented and sold on XXXX XXXX XXXX XXXX. The calls and duration are reflected in the telephone logs and billing statements attached. 
In XX/XX/XXXX, I was told by Chase Bank that XXXX had the funds and all calls should be directed to XXXX customer service. From XXXX through XX/XX/XXXX, I was informed by XXXX that I would see the refund between 7 to 10 business days. I would give it a few extra days before calling back again and receiving the same response. In XX/XX/XXXX I was informed that Chase Bank never dropped the dispute and I needed to refile a dispute so the funds could be released. Once again, I reached out to Chase Bank to withdraw the previous dispute I filed back in XX/XX/XXXX. I was told the case was closed based on federal law compliance and that it should be handled by XXXX, which started another 6 months of transfers between XXXX customer service representatives and supervisors to work the issue. I was informed that the dispute department is a separate department and that there was no direct contact number for them, so they could only write a report and forward to those personnel. Again, I was told that records were taken, and it should once again be refunded in 2 weeks or 10 business days. 
Finally, in XX/XX/XXXX, I was given an email address to send my concerns to. Upon receiving the response, I was told that due to time issue, the case was closed and that there was nothing that could be done about the refund. I have attached the email communication as evidence in my supporting documents.

Company response to consumer: Closed with explanation