Consumer complaint received 2020-09-10
Company: JPMORGAN CHASE & CO.
State: CT
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:
To whom it may concern, On XX/XX/XXXX for the amount of {$1500.00} I purchased two components. A ( 1 ) Towing Hitch and ( 2 ) Wiring Kit & Modules, through the XXXX Online Merchant. On XX/XX/XXXX the two components arrived in two separate shipments. ( 1 ) Towing Hitch was picked up at the XXXX XXXX where the box was destroyed and the towing hitch was visible damaged. A photo was captured and provided with the XXXX Representative, the damaged merchandise, and the Tracking Number on location at the Facility where the Pickup Confirmation even details on the Received By XXXX BOX DAMAG to detailing the merchant/shipper it was damaged. Upon arriving home the ( 2 ) Wiring Kit & Modules subsequently arrived later that evening missing the required module to operate the unit. On XX/XX/XXXX the merchant was immediately notified by email the situation. Many emails went back and forth to no resolve. After seeming to get nowhere with the merchant, I also opened a case with Chase who was my credit card company to resolve the matter. The merchant would not permit me to return the damaged merchandise, and refused to send me the missing module by the conclusion of our emails. On XX/XX/XXXX I received a receipt from Chase that my case was being investigated for Missing Goods [ Because you have to choose either Missing or Damaged on their website submitting the claim ] to which they received detailed accounts and photos of precisely all that transpired both Missing & Damaged Goods. On XX/XX/XXXX Chase denied my case & refund claiming the charges were valid because my claim was for Missing Goods and they reviewed the tracking information to claim the charges were valid because the shipments reflected received. It would seem they glanced right over my thorough description & photos of goods being both damaged AND missing. On XX/XX/XXXX with Chase Representative advice I faxed additional documents to make mostly the same claim but to request it as a new Damaged claim. On XX/XX/XXXX I received response that yet again they are denying my claim for a refund yet again. On XX/XX/XXXX with Chase Representative advice I faxed additional documentation including the emails from the merchant at their request for additional consideration. On XX/XX/XXXX with Chase Representative claiming the fax was not received I resent the same to their Secure Mailbox. On XX/XX/XXXX the Chase representative has informed me they have denied my claim for a third and final time indicating their results are still the same, and that it is passed some window they require. As if they can just sit on these claims to deny them, request more information until it attains a window where I the consumer have to endure the loss. I am completely exhausted by all this back and forth. They have had pertinent, sufficient, critical evidence to validate my claim since its initial inception where they received photos and a lengthy account of what transpired. I have exhausted all means to work with the merchant, and now the credit card company. Pictures as well as additional support can be provided to validate all of my claims. I am respectfully requesting a full refund back on the account for the merchandise not being received as well as being critically damaged. 
Best Regards,

Company response to consumer: Closed with explanation