Consumer complaint received 2019-12-09
Company: JPMORGAN CHASE & CO.
State: MA
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 Purchased a product from a fraudulent online website XXXX. The merchant did not ship the product that I ordered, they shipped out a generic item. The merchant would not correct the problem so I filed a dispute with Chase credit card services. On XX/XX/XXXX The funds were then held from the merchant and the merchant was notified of the dispute. This was my first time ever filling a dispute so a couple days after filling I called chase to see what I should do with the product and if they needed any documentation from me. The representative told me to hold on to the product and that I would be notified if I needed to ship it back or provide documentation, so I did exactly what I was told. I never heard back from Chase so I assumed the merchant never responded. On XX/XX/XXXX I attempted to purchase airline tickets using this same chase card. My purchase was declined so I logged into my credit card account to see why and it turns out the merchant did respond and did in fact win the dispute. I was never notified or given an opportunity to state my case. On XX/XX/XXXX I was rebilled for the item which maxed out my credit card, I was never notified of any of this prior to logging in and seeing it. Overlooking the dispute documents it appears I lost the dispute because I never shipped the product back, I asked both the merchant to send a freight truck for their product and also asked the credit card company if I should ship it back. Merchant refused and the credit card company said to hold on to it for now. I never used this product, it is still sitting in its original box brand new and untouched. I called Chase in attempt to re-open this dispute, I was told to send a secure message explaining my case. I then sent a secure message and did not get a response, so the next day I sent two more messages. On XX/XX/XXXX at around XXXX I called Chase back and spoke to XXXX a supervisor in the dispute department. XXXX was very rude and inconsiderate, he didn't care that I wasn't notified and told me there was nothing he could do to help my dispute. 

The notices and letters document states that I lost the dispute because I did not return the product or make arrangements to have the product picked up. 

I called and asked Chase if I should return the item which would have been on a recorded line. I also asked the merchant to pick the product up multiple times through email. The email chain is PDF file bagger, Chase Bank had a copy of the email chain because the merchant sent it in their statement. 

An explanation of what happened between the vendor and I With the intention of buying an XXXX XXXX grass catcher for my lawnmower I XXXX the exact part number I needed XXXX. I then came upon this website XXXX which in itself is decieving as it markets itself as the actual XXXX  manufacturer parts website. I thought Perfect I will purchase directly from the manufacturer so I added part number XXXX to my cart and completed my purchase. Within a few hours I was contacted by the vendor and was asked for my mower model number. When I spoke to the vendor I was surprised to see that I wasn't purchasing directly from XXXX. I was reassured that the vendor is a genuine XXXX  parts dealer and that I would be receiving the genuine XXXX  part that I ordered so I went through with the order. What was shipped out to me was a generic grass catcher made by XXXX. As soon as it came in I contacted the merchant about this mistake, they then proceeded to lie and make stories up about what I ordered. The price of the generic bagger they sent me was {$100.00} less than the bagger that I ordered and paid for. Once I pointed that out to them they changed the price on their website, this is well documented in the email chain that is attached. There are pictures of the original website pricing and also pictures of the owner 's manual of the generic part that was sent to me.

Company response to consumer: Closed with explanation