Consumer complaint received 2020-07-13
Company: JPMORGAN CHASE & CO.
State: CA
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:
Hello CFPB, Below is the details and Timeline about what happened with the purchase i have made using my chase credit card on XXXX On XX/XX/XXXX, i have ordered the XXXX XXXX  XXXX XXXX XXXX  version and it was suppose to come bby XXXX and everyday i am getting notification saying out for delivery and customer not available on XXXX website as i am doing Work from home and available all day home and told staples and XXXX to cancel the delivery as something fishy. XXXX did nothing and i have to open dispute for the amount {$1100.00}. Then i received another notification on XX/XX/XXXX saying it's delivered and reached to XXXX   As soon as possible. So they told they are giving refund and sent email about refund. on XX/XX/XXXX i received a call saying i have to open a dispute for them item not received, since i already opened i just gave that information to XXXX to continue with Dispute. on XX/XX/XXXX XXXX PST i received a email letter saying that dispute was resolved in merchant favor. I have called the chase and asked them to re-open the case and they told to send the documents either by fax or mail. So i took a appointment at chase bank located at XXXX XXXX XXXX XXXX, XXXX, CA XXXX i went and i have faxed the documents. I Have called on XX/XX/XXXX and enquired about them whether they received the documentation at all or not. They told me that i have to call after 3-4 business days later. I have called on XXXX of XXXX to get a confirmation whether they received it or not. They told me on XXXX that they received and they are going to open dispute 2nd time. 5-7 days passed and still didn't get any notifications and called them again on XXXX of XXXX and they told they haven't received the documentation, i got XXXX off and insisted to talk to supervisor and she told sorry and told to submit documentation again and also she told i have 180 days to submit and even though i have 180 days i told her to keep the case open and submitted the documentation again from 2 chase banks and also i have mailed them too for safe side. Now on XXXX, i have received email saying my case is still in merchant favor and i called again on XXXX XXXX to ask why they considered the case and they told they already released the funds and they didn't contacted the merchant because i submitted documented after 14 days. I am XXXX off first of all they only gave false information and also they didn't send me notification before they decided in merchant favor. Now i don't have any other way apart from paying the bill for the items not received. I am attaching the documentation and i want to know the answers to the below questions from chase. 

1. I have reported to XXXX that i am not the one who received the package and XXXX didn't open investigation Until XX/XX/XXXX and that is after my case is decide in XXXX favor 2. They told they are going to give refund and sent email too and attached to the case and here. Why they still decided in the merchant favor 3. XXXX  weighing 4lb 's in XXXX website and 58LB 's on XXXX documentation, how come that is a valid document/information 4. XXXX website shows Release Authorization and merchant says not drop ship, which is not acceptable. 
5. It says signed/received by XXXX ( Release Authorization ), how i am related for the charge. 
6. Because of chase mistake i have to pay for them item and i want chase to give my case to binding arbitration since it's their mistake. 


As every call is recorded from chase i want chase to review the case and take care of the charge. If everything i have mentioned is not correct i don't need refund and if it's correct, i don't want to take responsibility of the charge. Attaching the documentation. PFA

Company response to consumer: Closed with explanation