Consumer complaint received 2023-06-08
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:
LETTER SENT TO CHASE : XX/XX/XXXX Chase XXXX XXXX XXXX XXXX, DE XXXX Re : Dispute transaction dated XX/XX/XXXX by XXXX XXXX XXXX 

Dear Chase Customer Service, This is a formal request to reopen a dispute on a transaction dated XX/XX/XXXX by the merchant XXXX XXXX XXXX for the amount of {$4700.00}. The disputed amount of this transaction is : {$3500.00} for merchandise that was never received. 

On XX/XX/XXXX, an online order was made for two pieces of furniture totalling {$4700.00} ; however, only one item of the two items ordered was delivered on XX/XX/XXXX. As you can see from paperwork submitted by the merchant from XXXX XXXX XXXX, one item ( QTY 1 ) of the item : GREY VELVET TUXEDO ARM LOVESEAT was delivered ( there is also a corresponding photo clearly showing this ONE item delivered ). This item, including all applicable taxes totalled : {$1100.00}. 

The second item in this combined order : XXXX XXXX XXXX XXXX '' Wide Velvet Reversible Modular Corner Sectional Sofa was never delivered. This item totalled {$3500.00}, and was a significantly large piece of furniture that is clearly NOT in the delivery manifest sent to you by XXXX XXXX XXXX XXXX XXXX XXXX XXXX nor was it included in the photograph the merchant sent you of the item being delivered. As of today, XX/XX/XXXX, I have not received this merchandise. 

I have spoken with the merchant, who has confirmed that this order was cancelled and never delivered. In addition, the merchant XXXX XXXX XXXX  has also stated that a refund of the disputed amount of {$3500.00} was refunded to this Chase account on XX/XX/XXXX. Since then, no such refund has been posted and I have been unable to speak with any manager or the billing department at XXXX XXXX XXXX to resolve this issue. 

As you can imagine, this has been a deeply disappointing experience. As a longtime Chase customer and cardholder of various lines of credit with Chase, I have found the customer service experience disappointing. I have always recommended Chase to my network and have remained a loyal patron due to your superior customer service and ease of use ; however, with these recent issues, I am afraid I may no longer be able to recommend Chase. I would like to request this dispute be reopened and Chase to investigate the cancelled order in order to fully refund the disputed amount of {$3500.00}.

I trust that this dispute will be resolved shortly as this case has been ongoing for over four months. 

I look forward to hearing from you. 

Sincerely, XXXX XXXX XXXX LETTER SENT TO THE CALIFORNIA ATTORNEY GENERAL ( Supporting documents referenced are not included as they contain personal information to be omitted per CFPB request ) : I am writing to share supporting documents for a complaint against XXXX XXXX XXXX  ( merchant ) that I submitted through the online portal. This complaint was initiated by XXXX XXXX, but was closed based on false claims by the company. Attached are images of : -The delivery manifest, which indicates that only a love seat was delivered ; -An image of the couch that was ordered but not delivered ; -An image of the delivery, which is clearly smaller than the couch ; -The order number ; -The letter that the company presented to your offices ; -The letter that you provided to XXXX XXXX following closing the case. 

In their response to your offices, XXXX XXXX XXXX XXXX merchant ) claimed that XXXX XXXX refused the delivery, but this is false. She repeatedly requested updates on the delivery, and for 3 months she was told that it was delayed. She eventually cancelled the order, but she found that she was charged for the full set of furniture. She unsuccessfully attempted to resolve this with the company, and now she requires your assistance. 

XXXX XXXX is a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. She has been financially abused by a predatory company with many nearly identical complaints against it lodged online. We would sincerely appreciate your assistance in resolving this matter. 

Below my signature, you will find the text of the complaint that I filed through your portal. 


XXXX XXXX, opened a complaint against XXXX XXXX XXXX, but received a reply to the effect that the company responded that the complaint was invalid, and so the case was closed. This is inaccurate, and I am writing to request that the case be re-opened. The representative of the company claimed in an email to the office of XXXX XXXX that the delivery was brought to the home of XXXX XXXXXXXX, and that she rejected it. This is false. I have emailed the delivery manifest and the photograph of the delivery showing that she received a delivery of only part of her order ( a loveseat ), and she accepted that order, but was charged for the full order including a full couch ( image also sent ). When she inquired about the undelivered furniture she was told that it was repeatedly told that it was delayed. She ultimately cancelled that order, but was then told that it was already en route and that she would be charged a restock fee. There are many complaints against the company found online with this precise pattern. We would like your assistance in resolving this matter as it is currently still unresolved. 

I have emailed the supporting documents to XXXX. 

Cheers, XXXX XXXX

Company response to consumer: Closed with monetary relief