Consumer complaint received 2020-05-08
Company: JPMORGAN CHASE & CO.
State: MN
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:
I purchased goods in XXXX on XX/XX/XXXX for delivery to my home. The merchant agreed with me to ship the goods within 10 days and provide me a tracking number. They then discussed the shipment several times with me over the course of the following months via email, and gave excuse after excuse on why they could not ship the goods to me. The transaction included tailoring for a three piece suit, two shirts, and two ties, totaling {$1000.00}. 

The merchant still has not sent me the goods after three months and it has become clear that I've been defrauded of my purchase. On XX/XX/XXXX, I opened a dispute with Chase. They sent me only one message through the course of the dispute : one email titled " A new letter has been added to your account ''. This was apparently to notify me that the merchant had responded to my dispute. This was sent to me on XX/XX/XXXX. It did not detail that this was for my dispute, and was caught by my spam filter. Because of this poor communication, I was not able to immediately reply to the dispute, and it was closed on XX/XX/XXXX. 

I didn't know that the dispute was closed until my account was suddenly rebilled for the amount of the transaction on XX/XX/XXXX. This is when I became aware that my case had moved since XX/XX/XXXX. To date ( XX/XX/2020 ) I have received no communication from Chase bank on why the case was closed in the merchant 's favor, and no communication that my account was going to be rebilled. 

On XX/XX/XXXX, I sent a fax in to chase to reopen the dispute and provided a full response to the merchant 's claims, which I've attached to this complaint. I was able to show in several areas that the merchant lied outright in their response, regarding shipping and regarding the merchant 's claim that I never communicated with them. The merchant had been in contact with me for several months already, and has explicitly been discussing the details of the agreed-upon shipment. 

On XXXX, I called several Chase representatives, talking to XXXX, XXXX, and XXXX ( a supervisor ). Chase did not have an explanation for why I had not received details on why the case was closed without notice to me, or any notice of why the decision was made in the merchant 's favor. They also told me that my case would be decided in the merchant 's favor, despite the fact that I was able to demonstrate that the merchant lied several times in their response. I also know for a fact that 3 other Chase customers have claims open similar to mine with the merchant. I was told by Chase support that this is essentially a non-issue for them, and that Visa/Chase will continue to take charges from the merchant, despite the fact that they're clearly defrauding customers. 

Chase did not honor the billing rights set out in my cardholder agreement ; I was not, and have not been, notified of their decision to side with the merchant even though they have rebilled my account. 

They also told me they need written proof that there was an agreement to ship my goods ; I have provided this in the email thread with the merchant. They've told me that this proof " isn't good enough '' even though they have never provided any kind of guidelines on their subjective standards. It's clear from my communication with the vendor that there was an agreement to ship the goods. 

Thirdly, Chase does not seem to care that the merchant lied several other times in their response ; their customer support staffs ' statement that they will still side with the merchant leads me to believe that they do not have their cardholder 's interests in mind when it comes to disputes, and want to find the easiest way out of the dispute possible, even if they side with a merchant that I can show has a track record of defrauding customers.

Company response to consumer: Closed with explanation