Consumer complaint received 2019-09-23
Company: JPMORGAN CHASE & CO.
State: NY
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:
While on vacation in XXXX XX/XX//19 I made a purchase for a suit for a total of XXXX on my chase sapphire reserve credit card. This is a custom made suit that would then be delivered to me ( not purchased and taken out on the same day of the transaction ). My measurements were taken and it was agreed upon that the suit would be delivered to me on XX/XX//19. When I left the store after I made the purchase, I had NO ITEM since it was custom made ( they had not yet made any suit and therefore I had nothing to leave with ). 

However, the day prior on XX/XX//19 I called to confirm delivery and received no answer from the company. i called several times and received no answer. I decided to go back to the store in person on XXXX/XXXX/19, the day of the promised delivery and the store was closed. 
Panicked, I called on XX/XX//19 and spoke to XXXX XXXX Police who informed me that this is a common scam where the items are not delivered or delivered not as described. In fact, according to the police this is against Section XXXX ( Deceptive Trade Practices ) of XXXX Criminal Code and Section 47 of the XXXX Consumer Protection Law and that attempts in the past to twarth these criminals were unsuccessful. 

Further search online yielded plenty of stories of other unsuspecting tourists that failed to receive their product from the merchant or received items that were ill-fitting and not of the quality promised. Additionally, It appears that this XXXX scam group is known to XXXX police as they have been arrested in the past and fined. A quick XXXX search of XXXX XXXX XXXX PA, XXXX XXXX XXXX XXXX XXXX ( all the same company with different aliases ) will pull hundreds of similar complaints. 

When I returned back to New York I notified Chase on the phone and in writing to dispute the charges and outlined the steps I took to rectify the dispute directly with the merchant. I was given a copy of the merchant 's response that included forms NEVER signed by me. Additionally, I stated clearly ( and is evidenced by the documents they provided ) that this was custom suit. Thus, it was not ready for pick up at the time of the transaction. 

Additionally, in-turn outlined how any why the merchant has a documented history of theft and deceptive practices ( including forging signatures onto forms never provided to me, the customer - I uploaded pictures of the original and ONLY receipt that I received from the store ). This was accompanied by direct articles from the XXXX government detailing just how pervasive this scam is and their efforts to twarth such criminals. Despite this information, chase without explanation closed the investigation abruptly. Many attempts to have the complaint opened and properly investigated has led to no where. 

I can not and should not be held liable for paying for items that were not received by me. Doing say makes me lose faith in using any of my chase credit cards for purchases - especially when I am abroad. I signed up and used the credit card on the basis of Chase 's strong reputation for customer service and this entire ordeal has destroyed that image of chase.

Company response to consumer: Closed with explanation