Consumer complaint received 2020-07-20
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:
The charge in question is dated XX/XX/XXXX, posted on XX/XX/XXXX as XXXX XXXX - {$500.00}. 

I completed this purchase and then requested a cancellation to which the seller agreed to a full refund in writing. After weeks of not having a full refund, I opened a XXXX case. The seller asked me to close the case but I persisted with the case as they can process a refund with the case open. The seller then uploaded a fake tracking number ( XXXX XXXX ) and XXXX closed the case in the Seller 's favor. 

I attempted to open a case with Chase but their online tool only allowed for " incorrect amount '' disputes. I opened that one and then cancelled it ; later talking to a supervisor who helped me open a claim of no item received. 

Please note as of XX/XX/XXXX - I have NOT received a refund from the merchant/XXXX/Chase and I have NOT received ANY item from this purchase.I am opening up this case with Chase as they are the final line. XXXX can't do anything anymore because of the dispute with Chase. 

Below is a letter I sent to chase which details the situation with more dates and details. 

Dear Chase Dispute Center, I am writing this letter in regards to a charge on my Chase Freedom Unlimited Card Ending in XXXX. The charge in question is dated XX/XX/XXXX, posted on XX/XX/XXXX as XXXX XXXX - {$500.00}. I never received this item and had an agreement with the seller to CANCEL this order. I have attached email conversation with the seller that they acknowledge to provide me with a refund. After a couple of weeks of no refund, I decided to open a XXXX case. The seller contacted me and said Please close your XXXX case. After the XXXX case is closed, we can follow up with you here. I read online that this is a tactic used by sellers as once I close the case, they dont have to provide a refund. The case continued and the seller uploaded an old tracking number! The tracking number they used was another chair they shipped to XXXX, but it was from a year ago. The person at XXXX that reviewed my case denied my claim as they said Seller provided tracking. They didnt look to see that delivery was XXXX, not XXXX. 
Due to COVID, I couldnt reach Chase claims department and did what I could online it wouldnt let me say the charge was due to non-receipt but that it was the wrong amount. So, I picked {$500.00} ( Total was {$500.00} ). I reached out to XXXX and they reopened the case but I would need to cancel my Chase claim. 
I cancelled the claim through Chase and now XXXX says they still cant do anything. Im reaching out to Chase to help settle this case. Please call me if you have any questions. I appreciate you looking into this and wish you and your family well. 
Thanks, XXXX XXXX XXXX XXXX XXXX XXXX a chair with XXXX, seller is XXXX and didnt refund me when they said they would. Opened a case through XXXX they uploaded a fake tracking number from a year ago and XXXX didnt look close enough and denied my claim. 
Attachments : Email between the seller to agree to cancel the order AND them asking me to cancel the case. 
Claim denied email from XXXX and reason ( they claim the item was shipped ) XXXX Screenshot of tracking number from XXXX - XXXX XXXX XXXX   tracknumbers=XXXX

Company response to consumer: Closed with monetary relief