Consumer complaint received 2018-11-01
Company: JPMORGAN CHASE & CO.
State: FL
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:
To whom it may concern : The reason for this desperate e-mail is an attempt to request for XXXX XXXX Rewards Visa Signature card to issue a credit of {$530.00} back on my account for the returned flat screen TV. 

On XX/XX/XXXX, I purchased a flat screen TV on XXXX using my XXXX XXXX Rewards Visa Signature card. A few days later, I lost my credit card and I immediately, reported my credit card lost/stolen. 

When I received my credit card bill that month I saw a large sum transaction in the amount of {$530.00} and I immediately disputed the charge, forgetting that I had made the purchase for the TV a few days PRIOR. After realizing this has been a HUGE mistake on my part, I immediately contacted my credit card company and notified them of my oversight and informed me that the TV was a legitimate transaction made by me. 

They suggested that I contacted XXXX to inform them, which I did. However, by this time I had already received the TV, and my parents had a change of heart and no longer wanted the TV. So I returned the TV on XX/XX/XXXX, and the merchant received the TV on XX/XX/2018, per the tracking details via XXXX : XXXX. 
Per XXXX Customer Service Department, they issued a refund back on my credit card on XX/XX/2018. Now, because I had already contacted my credit card company and was honest in informing them that the {$530.00} was a legitimate charge, they placed the charge back on my account and I noticed in the charge reappeared back on my bill. 

At this point, I didnt have the TV in my possession, and now I had a charge of {$530.00} and that is when my nightmare began. The credit card company was telling me that a refund was never received by XXXX. On the other hand, XXXX was telling me that they sent a refund for the TV back to credit card ending in XXXX, on XX/XX/2018. 

Finally, the credit card company told me that in order for them to reopen my file, that I would need to send a handwritten letter and a fax. I complied with their request. Please see the attached file that I sent to the credit card company in XX/XX/XXXX. The credit card company NEVER, responded to my complaint or reached out to me. 
Each time I would call they would inform me that my file was being investigated and that I needed to be patient and wait for a resolution. 

Today, XX/XX/2018, I called again and they informed me that my file was closed. I had the misfortune of speaking with a Customer Service Supervisor that was extremely rude and had a very careless attitude. She said that my file was closed, and that they sent me a letter in XX/XX/XXXX asking for further proof and that because we are outside of the allotted time even if I send them proof from XXXX stating that the refund was made, that they will not reverse the charge because I shouldnt have disputed the charge in the first place. Now, I do have to state that I NEVER receive any letter, the letter was not sent certified, and at no point did a Customer Service rep ever called me, emailed me or try to reach me. 

The Credit Company also stated that even if I write again, that they will not do anything about the charge of {$530.00} and that I am now responsible for paying that amount, even if I do not have the TV in my possession. 

I was beside myself because this is the first time, I have ever been treated so poorly by a Credit Card company and most importantly, I find this to be extremely unacceptable and flat out robbery. I would like for this matter to be escalated and taken seriously. I am tired of being given the run-around. 

Attached is also the e-mail from XXXX conforming that they issued a refund for the TV I returned. Therefore, I would appreciate any help I can get. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief