Consumer complaint received 2020-04-13
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On or about XX/XX/2019 I purchased an XXXX   XXXX/XXXX XXXX  automotive battery on amazon.com, and this was sold by a " third party seller '' named XXXX, although the charge on my card was clearly made by Amazon. This battery cost {$210.00} came with a 30-month warranty which was for a full free exchange of the battery if it was defective. When the battery arrived, it was thrown over the fence and " may have been '' damaged in delivery but I don't know that for sure. The internal workings of the battery are not visible or accessible. Even if it was damaged in shipping, only " the shipper '' can file that claim. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- It was not installed in my vehicle until after XXXX because I needed help to do that, because the battery weighs more than 50 lbs  and I was not able to lift it up and into my vehicle. There were constant troubles with it losing it's charge, whether the vehicle battery cables were connected or not, and finally in XXXX it discharged while I was shopping, could not be jumped and I had to have my vehicle towed home. The tow service driver did some kind of test on the battery and told me that it appeared to have an internal short. He said there was no way to know whether it was a manufacturing defect or from damage from mishandling in shipping. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I first called the manufacturer 's warranty service and they advised me that the seller had to honor the warranty if they were selling the product. So I contacted XXXX via Amazon to request a label and they told me via email that " they do not ship replacements '', which is to say, they had no intention of honoring the free replacement warranty. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- So I contacted Amazon to file an A to Z claim which they did for me and the customer service representative put in the wrong reason for the claim. They submitted that as a " problem with shipping '' when I had stated the item was defective. So my initial Amazon A to Z claim was denied because the item had been received. I never said it hadn't been. I assert that Amazon Customer Service entered my claim incorrectly so that Amazon wouldn't have to honor it. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I put it for reconsideration as DEFECTIVE and Amazon again denied the A to Z claim because I had not used the words " NOT AS DESCRIBED '', although non-working and defective and incapable of holding a charge would definitely be " NOT AS DESCRIBED '' for a brand new automotive battery that is reasonably expected to provide years of service. Oh. Amazon also told me that " the merchant had not refused to exchange the item '', although both Amazon and XXXX BOTH did fail or refuse to send me a return shipping label and XXXX did pretty clearly state in their email that they " do not ship replacements '', even though " free replacement '' that is exactly what the warranty states. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Somebody asked me why I didn't just return it anyway. Because I inquired XXXX about shipping 50 lbs of hazardous material and it would cost {$180.00}, IF they would even ship it. Amazon routinely hands out return shipping labels. XXXX somehow shipped it for free in the first place. But neither of them would give me a return shipping label. But for me as a private person, the cost is {$180.00}. The defective one already cost me {$210.00} and I still had to buy a working battery. My income is XXXX. I do not have {$600.00} or {$700.00} " extra '' to play their game. Also the warranty says " free replacement ''. If I had to pay {$180.00} to return a defective item makes it no longer a free replacement. But the seller already said they " do not ship replacements '', so why would I? 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- So after dorking around for several " business days '' on Amazon 's insistence to wait for communication with the merchant, to wait for consideration of A to Z claims that were not submitted correctly, Amazon told me I would have to dispute the charge with my bank. I did that on XX/XX/XXXX, and Chase Bank issued me a credit, and I went and bought a working battery with that money, which was what I had tried to do in the first place. Or did they think I should sit with a completely disabled vehicle since XXXX while I waited for this? In the meantime, this pandemic happened. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Then on Friday XX/XX/XXXX, in the middle of a pandemic and just at the start of the holiday weekend, at approximately XXXX in the afternoon I received a voicemail from Chase Bank that they needed to speak to me " urgently '' with regard to this claim, and they required additional information from me. The voicemail did not say what additional information was required, which would have been the considerate and expedient thing to do. I called the number instructed to call back " urgently '' and the hold time was more than 90 minutes to speak to a representative. When the call finally connected, the call was disconnected with no discussion of my claim, whatsoever. My phone battery died when I tried to call again. After I charged the phone and tried to call again, that " 24/7 '' department was CLOSED. At XXXX XXXX   on the Saturday on a holiday weekend less than 12 hours after receiving the voicemail, I received a letter from my bank that they were reversing the temporary credit because the transaction had been " authorized ''. I never said the charge was not authorized. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- So Chase Bank completely disregarded the fact that I told them I had received defective merchandise, and without allowing me the chance to find out what much less provide whatever additional information they might be requesting. I assert that Chase Bank entered my claim incorrectly so that they wouldn't have to honor it and has conspired either willfully or negligently with Amazon and XXXX to commit theft of my federal benefits. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- It seems to me that these ginormous corporations, XXXX, Amazon and Chase Bank are fine with stealing a couple of XXXX dollars from someone on XXXX. I am not seeking pity for my circumstance, but shame for them, and all three parties should be advised that I defend every XXXX. I did not pay a couple of XXXX dollars for a good working car battery so that I could also pay a couple of XXXX dollars to ship 50 lbs of hazardous waste material back to Connecticut. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- All three parties should be advised that if this is not resolved promptly to my favor, I will name all three parties as defendants in a Deceptive Trade Practices suit in my county in Texas, which is where I sat when this item was ordered from and where the merchandise was received, and will also seek reimbursement of additional expenses.

Company response to consumer: Closed with explanation