Consumer complaint received 2023-05-11
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:
On XX/XX/XXXX, I ordered flooring from XXXX XXXX XXXX XXXX ( vendor ) online and paid {$1600.00} with Chase credit card. I confirmed with the vendor that the flooring was in stock and would ship to me in two weeks before I made the purchase. Two weeks later, I did not receive any flooring shipment, so I reached the vendor again. On XX/XX/XXXX, the vendor wrote me an email telling me my order was still in their warehouse in XXXX and he would ship on the following day and sent me the shipment tracking information. On XX/XX/XXXX, I saw the email and replied to the vendor requesting him to please cancel my order because it was too late for my contractor. The vendor didnt reply to my email and no shipment tracking information was sent to me. Hence, I believed my order was canceled. At the same time, I called Chase credit service, telling them what happened related to the transaction and requested them to not pay for the transaction if the charge was still posted by accident. After calling Chase, I saw my transaction of {$1600.00} was refunded. By then, I thought the frustrated purchase problem was solved. 

Two months later, on XX/XX/XXXX, I found out I was re-billed again for the purchase. I called Chase credit service and questioned the re-bill. Chase told me they did an investigation and the vendor had provided evidence to prove that they had provided the services so they re-billed. I questioned when this investigation happened, and why the investigation made the conclusion based on a one-sided story. Chase told me the investigator couldn't reach me out. And the investigation and dispute response was sent to my Chase online account. First, I questioned how it was possible that Chase couldn't inform me/my husband regarding the investigation, considering Chase had cell phone numbers, emails, and our mailing address of my husband and myself. Second, it turned out Chase didnt send any writing information to our Chase online account after we opened the dispute on XX/XX/XXXX. Except for monthly statements, we did not receive any information or inquiry about the investigation until I called Chase. 

And then Chase asked me to reopen the dispute again and provided all evidence to support what I claimed. In XXXX, I tried to reach out to the vendor, but they didn't reply to me by phone or by email. In XXXX, I reopened the dispute and provided all phone call histories and emails between me and the vendor, to prove 1 ) The merchant did not provide any services, nor delivered any commodity to me. 2 ) The cancellation of the order is due to the merchants fault, and I canceled timely and in a responsible way. 3 ) The merchant failed to communicate with me and distorted the truth regarding this transaction. 

In XXXX, Chase sent me a letter, informing me the transaction was valid, so I wont receive any refund. I called Chase, questioning how Chase reached the conclusion that the transaction was valid? Did Chase require the vendor to provide evidence to prove that 1 ) the vendor provided services timely at the beginning before my cancellation of the order 2 ) the vendor emailed me the shipping tracking information as they claimed in the email 3 ) the vendor shipped any commodity to me? Chase asked me to reopen the dispute again. 

Hence, I reopened the dispute for the third time. Then in early XX/XX/XXXX, Chase sent me a letter again. The same as previous, just a conclusion that the transaction was valid so I wont receive any refund. No explanation about their investigation at all, if they really did! 

In XX/XX/XXXX, I called Chase again, and they just told me my dispute exceeded 6-months period. They can not do anything for me.

I ams so confused by Chases service and question business ethics in the whole dispute investigation process because : 1 ) My case is very clear and simple. The vendor forgot my order at the beginning, so I canceled it due to the shipment being too late to me. I canceled the order right away in writing, and believed I canceled successfully because the vendor didnt email me any shipping information as they claimed in the email. And the vendor didnt reply to my email at all afterwards. How Chase dispute team did their investigation? 

2 ) We have been using Chase 's paid credit card since XXXX. Chase has all our contact information ( phone numbers, emails, address ). Chase did not check with me or my husband regarding the investigation and used that they couldn't reach out to me or my husband as an excuse for their being irresponsible to reach the conclusion based on the vendors one-sided story without asking the vendor to provide any evidence.

3 ) Chase did not inform me of the conclusion of the dispute until I found the re-bill myself. No email, mail, or any letter in my Chase online account.

4 ) Chase required me to provide all evidence to prove what I said is the truth. While I think it is so unfair and offensive that Chase asked me to provide evidence but not the vendor, I still provide all email records and phone call histories between me and the vendor. 

5 ) After six months, the Chase dispute team didn't give me any explanation about the dispute, but told me they can not do anything more because the case had been six months. As a customer, I trust Chase, and I pay {$99.00} the annual credit card fee to protect me. I have no idea about the six-month period. I feel Chases dispute team is so insincere. It seems that they just asked me to keep reopening the dispute until I wont be able to bother them after six months. 

Fortunately, I realized that there is the CFPB to file my case!

Company response to consumer: Closed with explanation