Consumer complaint received 2019-03-31
Company: JPMORGAN CHASE & CO.
State: GA
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:
Bottom line up front : My Chase card was charged by XXXX XXXX for THREE refrigerators, and only ONE refrigerator was refunded to my card, meaning that I've paid for TWO refrigerators but only received ( and only purchased ) ONE refrigerator. 

TLDR : I dispute a charge with Chase Sapphire Reserve, who passes me on to their fraud department. Fraud department takes ~6 months and three investigations before passing me back to Chase disputes. Chase disputes then tells me that I now can not dispute the charge b/c too much time has passed ( as if I had any control over the timeline! ) Detailed notes follow : XX/XX/XXXX : I purchase a refrigerator on XXXX ( Order # :XXXX  ) for {$990.00}. 

~XX/XX/XXXX : Refrigerator # 1 arrives at our home. It is the wrong size ; I need a counter depth fridge and this one is too deep. In a phone call, a XXXX XXXX   associate informs me that the only way to have them pick up the refrigerator for free is if I buy a new refrigerator first. When the drop off the new fridge, they'll pick up the first one. 

XX/XX/XXXX : I call XXXX XXXX store XXXX ( XXXX, GA ) in which I'm told that the only way to receive a military discount is if I come purchase the fridge in store. I give my credit card number to them understanding it is needed to hold the fridge, but in actuality the associate keys in my credit card number and charges my card {$1200.00}. ( Invoice # XXXX. Running total of charges equals {$2200.00} ). 

XX/XX/XXXX : I come into the XXXX, GA XXXX store ( XXXX ) and speak with Asst. Manager XXXX, who takes me to the register where I insert my card to purchase the 2nd refrigerator ( with a store promotion and military discount applied ). My card is charged {$970.00}. ( Invoice # XXXX. Running total of charges equals {$3200.00} ) XX/XX/XXXX : The new refrigerator - the one I purchased in store - arrives at our house. They install it and haul away the originally purchased fridge. A credit for {$970.00} is applied to my credit card. ( Running total of charges equals {$2200.00} ). 

NOTE : I NEVER RECEIVED THIS THIRD ( {$1200.00} ) REFRIGERATOR! 

~XX/XX/XXXX : I realize I have two charges for XXXX XXXX from XXXX XXXX. ( {$1200.00} and {$970.00} ). I call the store, Asst. Manager XXXX tells me that he can't see the {$1200.00} charge. ( In retrospect, I believe it was b/c the  {$1200.00} charge was made on XXXX XXXX and he was only searching for a purchase on the XXXX. ) XXXX tells me that I need to dispute the {$1200.00} charge with Chase. 

~XX/XX/XXXX : I initiate a dispute for the {$1200.00} charge with Chase. 

~Mid-XXXX, XXXX : I follow-up with my dispute, and a Chase representative asks if my credit card was ever out of my possession. I respond in the negative, and Chase proceeds to send me to the fraud department and change my credit card number. 

~Mid-XXXX, XXXX : Chase sends a letter in the mail that simply states that the fraud investigation has been closed, and the charge is deemed valid. No process, findings, or next steps are disclosed. I call multiple times before speaking with a representative, who proceeds to appeal the fraud decision, but she is unable to give me any details as the the reason why the charge is valid. 

~XX/XX/XXXX : Chase sends me another letter that simply has the same message. " The charge is valid. '' Again, no explanation is given. I call 4-5x before reaching XXXX in the fraud department. She tells me to email my supporting documents ( XX/XX/XXXX online receipt, credit card statements, and the story ) to her boss XXXX XXXX. 

XX/XX/XXXX - XX/XX/XXXX : I email XXXX XXXX 3x and never hear back. I call XXXX 5x and am never responded to. In this two week period, I receive 1 call from a Chase 800 number, but no voicemail is left and no one responds when I call it back. 

XX/XX/XXXX : I receive a 3rd letter with the same message. " We confirmed that the transaction ( s ) is valid. '' I call Chase and am passed on to the " Security '' team, who inform me that the {$1200.00} charge is likely a double charge from XXXX XXXX, and therefore not, fraudulent, and that I need to work directly with XXXX XXXX. 

XX/XX/XXXX : I have multiple calls with XXXX XXXX corporate, who direct me to speak with the store directly since they double charged me, and with the XXXX XXXX XXXX, GA store, who tell me that b/c of the time elapsed, I must dispute the charge with my credit card company, who then will deal with XXXX XXXX Customer Credit department and get me a refund. ( I'm told XXXX XXXX   Customer Credit will not deal with me directly ). 

XX/XX/XXXX : I call Chase to re-dispute the {$1200.00} charge. I speak with a supervisor, who tells me that b/c of the amount of time that has passed, I am unable to dispute the charge. 

In the process, I am completely abandoned by the bank, and left out of the process and findings of the investigations. Chase, whose lengthy process is the reason for the long time period, now leaves me to hold the bag on a {$1200.00} charge that I didn't make. 

Attachments : ( XX/XX/XXXX first fridge ; Chase Fraud letter XX/XX/XXXX ; Chase Statement XX/XX/XXXX ; Chase statement XX/XX/XXXX )

Company response to consumer: Closed with explanation