Consumer complaint received 2022-04-26
Company: JPMORGAN CHASE & CO.
State: TX
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 ordered a pair of chaises from XXXX XXXX XXXX ( XXXX  ) in XXXX, Texas on XX/XX/XXXX and they were delivered on XX/XX/XXXX. One piece was a new one wrapped in a clear plastic but the other piece was wrapped with blue blankets all over to conceal that it was not new, but a defective floor model with a hole underneath and pre-installed legs that looked very dirty and worn out. I did not know until I moved both of them into my living room and saw the differences. Obviously, XXXX intentionally cheated on me by concealing one piece in the blue blankets despite the fact that I paid for the full price of the new products on both pieces. What happened next was more interesting than what had happened previously because XXXX was supposed to schedule a replacement delivery to do an exchange and XXXX  failed to do so in all 3 occasions on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The first exchange delivery was failed because the replacement item was damaged badly with a bigger hole than the one I had previously and with a dirty XXXX streak on the fabric. XXXX also had no show on the 2 subsequent scheduled replacement deliveries. At this point, I was exhausted with this company so I asked for an adjustment on the defective item since I could no longer spending 3 days to wait for many hours for an exchange delivery that would never happen. On XX/XX/XXXX, we entered into an agreement that I would keep the defective piece and waive the warranty on both chaises in exchange for {$430.00} discount. The full price of a new chaise is {$970.00} which is a pending dispute that I placed on my credit card. With the discount of {$430.00}, I would have paid for {$540.00} ( XXXX ). However, on XX/XX/XXXX, XXXX contacted my credit card company, JP Morgan Chase, and let them know that we resolved this issue without mentioning the discount of {$430.00}. My credit card failed to validate with me and chose to release the full payment to XXXX without my consent. As the result, I would pay for a brand new chaise ( {$970.00} ) but actually received the defective chaise which is worth {$540.00}. I called JP Morgan 10 times to resolve this issue but was being retaliated for doing it. The customer specialist who closed my case without my consent was XXXX. XXXX told me not to worry and that I could always reopen the dispute again even though he closed it. XXXX promised me to call me back on XX/XX/XXXX before he closed my case but he never did. When I talked to the supervisor, XXXX XXXX. He was lazy and refused to help me. At first, he told me to reopen my case by faxing a new letter and I did on XX/XX/XXXX. He also misinformed me that I must do it by faxing only but I called back and XXXX helped me to do it through online uploading documents via Chase.com. XXXX was very helpful and stayed with me until she confirmed that she received my documents. A week later, I found out that a new dispute for {$430.00} was reopened for me by XXXX but this same amount was recharged back on my account again so basically I was back to square one again. On XX/XX/XXXX, I once again prepared documents along with several pictures and sent them to Chase. I called this morning to follow up and when I spoke to XXXX XXXX. He was not helpful at all and refused to help me with anything. XXXX was rude with a lot of attitude and I am very surprised that he could be a supervisor. He told me that no matter what I do, it would not change the outcome so I asked him why did you tell me to reopen the dispute on XX/XX/XXXX when you knew that it would not work? I asked him about the standard procedure and walked me through the process so that I could understand it and he refused. I felt like I was bothering him and he just wanted me to leave him alone. This guy had no customer service in his gene to be able to be a supervisor in the dispute department at Chase!

Company response to consumer: Closed with explanation