Consumer complaint received 2021-05-24
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX. I, XXXX XXXX, reside at XXXX XXXX XXXX, XXXX XXXX, XXXX, NY, XXXX. 

2. This statement relates to a claim associated with JP Morgan Chase with the reference number XXXX. 

3. On the XXXX day of XXXX, XXXX, I entered into a contract to purchase seven items from XXXX XXXX in the amount of {$4300.00}. 

4. Over the next week, each of the items in the order were delivered and received at the aforementioned address, by an individual other than myself. I was not present during the time of delivery. This individual noted exterior cosmetic shipping damage on four out of the seven items ( 1x item XXXX, 2x item XXXX, 1x item XXXX ). This would not have impacted the functionality of the items but given these were Christmas gifts, a return was requested. The return labels were printed out and affixed to packages but the items that needed to be returned were not put into the boxes as this was being done. 

5. These packages were inadvertently dropped off, along with other returns, on the XXXX day of XX/XX/XXXX. The corresponding tracking numbers associated with this return attempt are XXXX, XXXX, XXXX, and XXXX. This is the first return attempt. 

6. On the XXXX day of XX/XX/XXXX, I received four emails ( one for each item in the return ) indicating that the returns were refused due to the packages not containing the specified items of the return. After inquiring with my family about what happened with the return, I was able to piece together the collection of events noted in statements 4 and 5 above. Since the items were never finished being packaged, the packages received by XXXX XXXX were empty. This can be confirmed by viewing the previous four tracking numbers in statement 5 above and noting that the packages weight registered as XXXX lbs. 

7. Upon returning home on the XXXX day of XX/XX/XXXX, I spoke to XXXX XXXX located in XXXX, XXXX XXXX who informed me that I would be able to return all four items in person at a XXXX XXXX location. I mentioned that I was refunded for one of the four items ( an XXXX XXXX, item XXXX ) and requested that I be charged for this item ( in the amount of {$440.00} ), being that it was not yet returned and I intended to keep the item for personal use. I was clear that I intended to return and only needed a refund for three items ( 1x item XXXX, 2x item XXXX ). 
On the XXXX day of XX/XX/XXXX, I went into a XXXX XXXX located at XXXX XXXX  XXXX XXXX XXXX XXXX, NJ XXXX, with the remaining three items in the return. I was told by employees that since the original return was designated as a mail-in, they would not be able to process the items in store. 

8. On the XXXX day of XX/XX/XXXX, I contacted XXXX XXXX and was able to schedule a pickup of the three items in the return. I reiterated that I had been refunded for item XXXX and that I no longer wanted to return this specific item, so I requested I be charged for it. I made it clear that the remaining three items in the return would still need to be picked up. 

9. On the XXXX day of XX/XX/XXXX after several days of no contact in regards to the pickup from XXXX, I reached out to XXXX XXXX about sending the driver again. 
Almost two weeks later, on the XXXX day of XX/XX/XXXX, XXXX XXXX sent me four XXXX  return labels ( despite me having clarified that only three items were being returned ). 

10. On the XXXX day of XX/XX/XXXX, I packaged item XXXX and XXXX into two separate boxes, with dimensions XXXX. The third item remained in its original XXXX packaging. I attached the labels XXXX XXXX provided me with to all of the corresponding packages. 

11. On the XXXX day of XX/XX/XXXX, these three packages were dropped off at the XXXX  location on XXXX XXXX XXXX XXXX XXXX, XXXX, NY XXXX, at XXXX. The first package containing the first instance of item XXXX corresponds to tracking number XXXX. The second package containing the second instance of item XXXX corresponds to tracking number XXXX. The last package contained item XXXX and corresponds to tracking number XXXX. This is the second return attempt. 

12. On the XXXX of XXXX, these three packages were delivered to the XXXX XXXX XXXX in XXXX, Indiana at XXXX and were signed for by an individual at that location, XXXX XXXX XXXX 

13. In all subsequent communication with XXXX XXXX, on the XXXX, XXXX, XXXX, XXXX, and XXXX day of XXXX, XXXX XXXX has continuously referred to the first return attempt in order to deny a refund for items received. Each time I explained the situation to the customer service agent, they understood the situation, but because a different team handles returns, once a refund request is sent out, that second team keeps referring to the first instance, in which the items were not received. 

14. I filed a claim with Chase on the XXXX day of XX/XX/XXXX. On XX/XX/XXXX, the claim was denied. When I called to inquire about the reason for this denial, it was because XXXX 's XXXX provided the tracking numbers only for the first return attempt -- in which the packages were empty and the products were not returned. The second return attempt, in which XXXX 's XXXX did receive the items for the return, was not mentioned. 

15. On the XXXX day of XX/XX/XXXX, I notarized the statement of facts found above and faxed the information to Chase, reaching out three times between this date and today, the XXXX day of XXXX. Each of these times, I was told that someone would follow up with me within 48 hours. No one has done so yet. 

16. As of today, I affirm that I have returned the aforementioned items to XXXX XXXX but have not yet been refunded.

Company response to consumer: Closed with explanation