Consumer complaint received 2020-09-21
Company: JPMORGAN CHASE & CO.
State: WI
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX I made a purchase of a XXXX oven for {$250.00}. After a few days I heard NOTHING from the company. I did NOT receive the oven I ordered. I tried calling the # on the website and got NO answer. I tried to reach out to XXXX to stop payment but their customer service is HORRENDOUS. They have absolutely NO live person to talk to, chat is is a joke, ... you send a message to them and they get to you 7 HOURS LATER! Then you respond ( shortly ) and they respond again HOURS LATER AGAIN! SO I reached out to my bank ( I would estimate within a week of the initial online purchase ) whom I used my debit/Visa card on the website for the purchase, and they credited my account back the money while they supposedly investigated. About a month And half later I see on my online account, chase is taking the funds out listed as XXXX-HYPE something or another, for {$250.00}. **! I call Chase an inquire why, they tell me that the merchant/XXXX  have proof that I got the merchandise. I said how? Chase states they provided a XXXX   Tracking number, signature on file THATS IT! I exclaimed/asked what address? They responded seller and customer agreeded upon a location. WHAT?! of course a scam artist is going to tell you that! Chase urged me to reach back out to merchant, XXXX, and XXXX. Essentially saying, anybody but us! I Went online with the tracking number I received from the bank and read delivered, signature on file, front desk, XXXX  #. I frantically called XXXX after I got off phone with Chase, Thursday XX/XX/XXXX, and questioned them about the tracking number. I asked what address, they responded for security Reasons they couldnt tell me that, I asked WHO SIGNED for it, once again, for security reasons they stated they couldnt/wouldnt tell me that. The XXXX representative asked me my address, I told him, he said he could tell me it WASNT delivered at MY address! I only work outside the home 1day every two weeks ( 1 out of 14 days ) why I the world would I need this delivered to a different location! If you check ALL the other online purchases in the last 4 months that went through my Chase account, ( over 15 purchase ) everything is shipped to MY ADDRESS! XXXX XXXX ** Street! No front desk! I dont even work anywhere where there is a front desk! 2ndly, the XXXX   website states the weight of XXXX #, a XXXX oven has to weigh at least 30 #. XXXX tells me to contact my bank. 3rd ) they type in the website, that is clearly seen in the screenshot I took of my receipt, mysteriously it no longer exists! THAT SHOULD BE A HUGE RED FLAG, everyone I explain this to can see this, why cant these college educated people at Chase not see this? 4 ) I reached out to XXXX yet again and got a message from them that says XXXX has no involvement in the transaction or decision of this case, XXXX supposedly has a dispute # of XXXX and they urge me to contact my bank. 5 ) excuse me that I dont remember where I read it, but either on XXXX website of the tracking #, it lists merchant as a electrical contractor, WHAT?! I ordered a countertop OVEN, An appliance. So, I have reached out to chase as everyone involved said do. Chase essentially tells me they investigated it once, they arent doing anything more. But they didnt do Due Diligence! I offered to submit the picture of receipt to show the website and they could simply type it in and see the merchant no longer exists! They dont want to do that, they wont give me the exact address, or the name of the person on signature file. In my eyes, and many, they are giving a WEAK excuse for denial.

Company response to consumer: Closed with monetary relief