Consumer complaint received 2019-01-02
Company: JPMORGAN CHASE & CO.
State: MD
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:
XXXX is engaging in habitually fraudulent business practices and refusing to issue credits to my XXXX XXXX Visa credit card as advertised. I have reported its fraud to the CFPB previously, more than once. Following is updated information, as well as completely new information about recent, so-called XXXX purchases from XXXX. 

XXXX tampered with recent delivery addresses on several of my orders. As though that were not enough, the delivery or tracking history was frequently falsified as well. Although I received two of the orders, they were each supposed XXXX deliveries, which should have arrived within 2 days of me placing the order. They did not arrive within the promised two days but arrived over a week or more later.

One of these 2 orders was XXXX for a ceiling light. Although I eventually received it at the correct delivery address I originally entered that XXXX changed, I did not receive this XXXX  item within two days. Therefore, I should be credited for the full amount charged for this item, including anything charged for taxes, in keeping with XXXX  advertised XXXX service. 

The second of these 2 orders was # XXXX for a tomato-shaped, ceramic Staub cocotte. As with the first order, XXXX changed the original delivery address to my credit cards billing address, then it falsely claimed that it was received at the billing address when no one was at the post office in XXXX, MD. Next, the item was forwarded to where it should have gone originally, but it was received well past the 2-day delivery period claimed for this XXXX item. Therefore, I should be credited with the full amount charged for this item, including anything charged for taxes, but XXXX has failed to and has also refused to do so. 

Two additional recent orders are still missing. They were also XXXX orders that should be delivered to me at the same address as the first two, while XXXX should credit me for their full purchase price and any taxes it charged me for them. 

The first of the 2 still missing orders is # XXXX for a XXXX  cast iron, 3 quart XXXX  ( a kind of soup tureen ). This item was ordered well before XXXX with the original shipping address where I would be the following week, XXXX week, in XXXX XXXX, NJ. However, XXXX changed the shipping address and substituted my billing address on this order, as it did for several other orders placed on the same day. Although some of the other items ordered on the same day have now arrived ( including the two aforementioned items ), very late, at the proper shipping address, this item has not been delivered but remains lost in the mail, thanks to XXXX  unaccountable actions. This item needs to be found and delivered to the proper shipping address in XXXX XXXX, NJ, as the first 2 items mentioned previously were. Tracking history on XXXX website indicates that it should have been received by XX/XX/XXXX, but since this item was also a XXXX item, it should have been delivered to the correct shipping address within 2 days of it being place. Instead, two or more weeks later, it is still missing. XXXX should be forced to send a replacement for this lost item to the correct, original shipping address in XXXX XXXX, NJ, since the original item has been lost by XXXX  mishandling it. I should also be credited the full amount charged for this item, including taxes, since it was a XXXX order and was not received within the advertised 2-day period for XXXX items. XXXX should be forced to send the replacement to the correct address and credit my credit card immediately, not whenever or if ever it finds the first shipment that it bungled badly and lost. 

Finally, XXXX also failed to deliver another XXXX order to the correct shipping address within the 2-day period advertised. It also has a falsified tracking history and has never been delivered to the shipping address entered. In addition, across several years, I have told XXXX many times that the delivery address for this item ( on XXXX XXXX in XXXX, MD ), in a remote, rural area of the XXXX XXXX, does not have USPS delivery service, so the USPS should never be used as the shipper. However, XXXX routinely ignores this and has more than once allowed items to be sent via the USPS to an address that the USPS will not deliver to. This item is also lost as I write and has never been delivered to the correct shipping address ( to the front porch of the house at the delivery address ). Any claims that an attempted delivery was made is also fraudulent, as the USPS will never deliver to the front porch of the house at the delivery address and does not even service the address in any way. Therefore, it would never attempt to deliver to an address it does not service. 

As indicated on the original order, if the item was not delivered to the correct address by this past Saturday, I would not be able to receive the item. Since XXXX also bungled the shipment of this item to the point of making it undeliverable, it should be forced to send a replacement for the item to the address that I am now at in XXXX XXXX, NJ. This needs to happen this week, since I will be gone on another trip by this Friday. 

If this item had been handled properly and received within 2 days as a XXXX item, I should have gotten it by last Saturday, XX/XX/2018. I did not, however. This item was also a XXXX item that was not delivered within the 2-day period advertised. Therefore I should be credited the full amount charged for it immediately, and a replacement should be sent immediately to the XXXX XXXX, NJ address, since I am no longer at the original address that XXXX failed to get the item to by last Saturday or by the 2-day reception date advertised for XXXX  deliveries. 

In general, XXXX business practices are systemically fraudulent, as detailed above. It should be monitored and stopped from opening new credit card accounts until it can provide the promised services it routinely fails to provide to its current customers. It should be sanctioned in fines and through other means in graduated levels of severity, until it is fundamentally restricted and/or removed from the market if it does not clean up its act. 

Any customer service telephone number for XXXX is nearly impossible to find on its website. It hides behind a website that provides false and unreliable information, while forcing defrauded customers to spend hours trying to reach it directly. It has numerous forced choice website forms that distort information and provide further resistance to it interacting directly with defrauded customers. Consumers have unlimited amounts of their time wasted just trying to reach it, then can not reach anyone who will honor the terms of XXXX membership. Many supervisors I have eventually reached at XXXX have refused to issue credits for items lost in shipping and never received, or received well past the 2-day delivery date advertised with XXXX membership ( or any other deliver date promised for XXXX items ). 

I have waited or spent over an hour on the phone holding for someone, been disconnected, repeatedly, and put on hold indefinitely when I have asked to speak to a supervisor. My requests to speak to supervisors have been refused and I have been disconnected, repeatedly, when I asked to speak to a supervisor. Many of the supervisors I have been able to reach, with inordinate difficulty, have refused to issue credits for lost items, or XXXX items that were not delivered within the period advertised. 

In short, XXXX is running a chaotic, unaccountable, fraudulent business that floats itself millions of dollars in interest-free loans that inflate its operating revenues, at best, by its failure to provide credit card and delivery services advertised, charging for those services, then resisting, refusing, or unreasonably delaying credits for those fraudulent charges. Behavior of its employees might suggest that they face unreasonable penalties for issuing credits that should be issued without resistance or delay. 

If any multi-billion dollar, transnational enterprise deserved the close, long-term and concerted scrutiny of US market-place regulators, XXXX is a top candidate for it. Its fines and sanctions, accordingly, should also be in the billions, followed by shutting various of its operations down, if it continues to break laws with the impunity it does presently. It should be investigated at every opportunity for anti-trust violations in addition to consumer and business practices violations. Presently, it is a parasitic XXXX on the US consumer and is attempting to export the worst of what this country does overseas as well. Our garbage should be dealt with within our own borders.

Company response to consumer: Closed with explanation