Consumer complaint received 2019-05-31
Company: JPMORGAN CHASE & CO.
State: NC
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:
My boyfriend and I ordered some custom grillz from XXXX XXXX XXXX in XXXX fl in XX/XX/XXXX XXXX we live in NC ) merchant advised us the teeth would be overnighted and by XX/XX/XXXX we hadn't recieved them. 
I filed a dispute with my Chase XXXX Visa. Chase gave a temp credit of {$680.00}. 
The merchant responded to the charge back and provided Chase Visa a XXXX tracking number. 
I fought with Chase because I knew we didn't receive the teeth, and yet I had no idea how to prove we hadn't received the teeth. 
I left chase alone & paid the {$680.00}. 
XX/XX/XXXX my neighbor had a plumbing emergency and had a plumbing company over. One  of the workers had found a package on the front porch which had my address on it saw me outside in the driveway ( we share a driveway ) and gave me the package. 
Turns out the XXXX delivered to the wrong address ( which has happened before in my rural area ). I have went put of my way to make 2 deliveries of packages to houses on my street. 
When my bf opened the package they were not what we ordered at all. So I contacted my Chase XXXX Visa explained to them the complete situation and apologized for giving them a hard time previously, told them we got the merchandise but it wasnt at all what we ordered and they told me to send it back to XXXX ask for a refund and wait 12 to 15 days for the merchant to give us a refund, if after the 12 days had passed they would process a refund for my {$680.00} once I called them back and provide a XXXX number for our return. So we did that. Never got a refund or response from the merchant and Chase XXXX visa hadn't been responding to my redispute and I had not seen a credit back to my card. So I kept in contact with chase customer service and on 3 different occasions from XX/XX/XXXX until XX/XX/XXXX was assured that I would be getting a refund from multiple customer service reps. XXXX I called into chase and had my issue escalated ended up speaking with a lady named XXXX, she advised me that anytime I sent a secured message to them regarding anything to do with this merchant or merchandise or initial dispute a rep would go in the message center and just delete without responding stated that XX/XX/XXXX I was advised in writing that no future further action regarding this dispute would EVER happen. So I asked XXXX why all of the other reps never told me this, why they advised me to send back the merchandise and chase would process a refund? XXXX just said she was very sorry I was not aware of the XX/XX/XXXX letter and there was nothing further She was able to do for me. I asked if I could speak to someone above her and turns out She Is her own supervisor and must own JP Morgan Chase bank she told me there was noone else that I could verbally speak with I could write a letter to the executive office but there wasn't a number. 
I found the number. 
I contact the executive branch. They take my complaint. I'm assigned a man named XXXX. He advises me he would be back in touch with me within a couple of business days. The executive office told me it's their job to figure out if there was any wrong doing in the disputes department throughout my case, and then they make things right. I hadn't heard back from XXXX. I follow up on XX/XX/XXXX no response I call again XX/XX/XXXX and he finally calls me back stats that he only could find a few calls and absolutely no secure messages through their mesg center. I advised him he needed to recheck letting him know I have screen shots of the secured messages and also some recordings of phone calls he states he can not find. He asks to have a couple of hours and call me back with his new research findings. XXXX calls me back and has found some calls and listened to the recordings and admits that I was correct, however, they are not willing to reimburse me for my {$680.00}. He's not willing to take responsibility for Chase customer service reps advising me to send the merchandise back and get a refund, In the phone calls he did review he didn't find THAT call, there isn't anything in writing from me thru their secure message center and they can't find the phone calls I'm referring to regarding their employees telling me what to do and stating I'm not responsible for a product that I havent used and have returned and or that's incorrect. XXXX denies some phone calls he still can't find so I let him know I'm going to my cell provider and get a print out fron XX/XX/XXXX until XX/XX/XXXX to show me contacting them and the duration of those calls. XXXX had already told me Chase did not place any notes into my account and doesn't have to input due dilligence. After XXXX admitted he found that there in fact was misconduct on their part, he told me he found opportunities for coaching with 2 or 3 employees. States hes not willing to take responsibility for Chase customer service reps advising me to send the merchandise back and get a refund, in the phone calls he did review he didn't find THAT call, there isn't anything in writing from me thru their secure message center and he wasn't able to find the phone calls I'm referring to regarding their employees telling me what to do and stating I'm not responsible for a product that I havent used and have returned and or that's incorrect! He found coaching opportunities! That doesn't put my {$680.00} back into my account! And surely doesn't make things right! I have screen shots of the secure messages that I sent with acknowledgement from chase they received my messages. This blows my mind! 
I guess they want to pay legal fees for me taking them to court regarding their egregious behavior.

Company response to consumer: Closed with explanation