Consumer complaint received 2020-11-27
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:
I initially contacted Chase Card Services on XX/XX/XXXX regarding a damaged/defective computer I received from XXXX : claim ID # XXXX. My XXXX Order # XXXX was placed on XX/XX/XXXX and it was received by me on XX/XX/XXXX. Approximately one month after I received the computer it started malfunctioning. The screen repeatedly froze while I was using it. It would freeze for long periods of time and I had no other option but to force it to shut down, then restart it again. I was not able to use it much because it would freeze in the middle of whatever I was doing. Eventually I was not able to sign on to the computer at all and I kept getting a message saying I was locked out due to too many shutdowns. About a month later I was finally able to sign on to the computer but instead of the usual freeze I started getting a black flashing screen each time I used it. 
When I contacted XXXX in XXXX informing them about the malfunctioning computer, they wanted nothing to do with the computer and refused to let me bring it in so they can see for themselves that it's malfunctioning. I was on the phone with a XXXX representative more than 10 minutes while she contacted her team members. She asked me to contact XXXX ( the manufacturer ), which I did, but I was told that other than performing a memory check, they can not do anything else for me, because the operating system is faulty. XXXX referred me to XXXX, who informed me that they are 'fee based '. After speaking with XXXX I contacted XXXX again and was dismissed without a resolution. XXXX listed the computer as 'open box excellent ', at a reduced price. The only reason why I purchased the computer at the reduced price is because I am currently XXXX and that's all I could afford. I do not feel that XXXX is being fair, because they pocketed my money while i'm stuck with a defective computer. 
On XX/XX/XXXX, Chase Card Services took all of the information I provided and agreed that they would dispute my charge based on the fact that the computer I purchased from XXXX is damaged/defective. However, the resolution letter I received from Chase stated : 'You disputed the charge ( s ) because you did not receive the merchandise you purchased '. The letter included XXXX 's statement, also stating that I am disputing because I didn't receive the computer. XXXX is also denying that I contacted them regarding the damaged/defective computer. I faxed a letter to Chase Card Services asking why the resolution letter is stating that I claimed that I never received the merchandise, and I even contacted a supervisor by phone but neither him nor the resolution letter acknowledge anything about a 'damaged/defective ' computer. I am very confused and frustrated because Chase Card Services and XXXX is making it seem as though I am trying to steal a computer by claiming that I never received it. I am also curious because if XXXX is providing information to prove that I received the computer, then it must only mean that Chase Card Services submitted a case claiming that I never received the computer, with no mention of a damaged/defective computer. Also, I believe that XXXX purposely sold me a defective/damaged computer, knowing that there is no paper trail to prove that I contacted them. However, XXXX does not provide a contact email for such issues. Therefore I had no other way to contact them but by phone.

Company response to consumer: Closed with explanation