Consumer complaint received 2023-07-14
Company: JPMORGAN CHASE & CO.
State: MD
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:
On XXXX XXXX, I was charged {$540.00} for an online order ( by XXXX ) that I ultimately did not receive. Specifically I ordered 6 articles of clothing, and only received 2 articles of clothing ( two dresses I did not order- which is very evident by my order information and can provide this information ). After going back and forth with the online company 's customer service ( to try to resolve the issue ), it became clear that the company was fraudulent and would not issue me a refund. I am happy to provide documentation proving this ( i.e. email thread interactions, order information, screen shots of policies ). I then submitted for a chargeback with Chase. When I submitted for a chargeback, I selected the category " Did not receive merchandise versus Received merchandise not as described. I received a letter on XXXX stating that the chargeback was was not successful and that I would be charged the full amount. I called Chase shortly after receiving this letter and was told that I selected the wrong category. I explained to them that both categories apply to this situation ( again, I received 2 items versus 6 items ) and was told that it did not matter and I needed to select the other category. I was then told I could refute it again with an appeal letter ( which I'm happy to provide upon request ). I sent the appeal letter the same day I had this conversation with Chase on XXXX. I then received a letter during the second week of XXXX ( dated XXXX ) in the mail that their investigation remained the same and the transaction was valid. I called Chase again today on XXXX. I was told by one customer service specialist ( who I didn't get her name before she hung up on me ) and another named XXXX that the case could not be opened because it was closed. They also mentioned that a reason that the dispute was not honored was because of the company 's policy ( which makes absolutely no sense ). I then requested to talk with a supervisor. I spoke with XXXX who told me that she could not reopen this case because I was past Chase 's internal deadline for re-opening cases like this. I asked her what this deadline was and she again clarified that this is an internal deadline that is set by Chase and not communicated to customers. There were no deadlines published on my letters sent to me by Chase regarding this dispute, nor were any " deadline '' communicated to me during my various phone calls I had with Chase. In fact, I was told during my first phone call with Chase that it could take 118 days for Chase to reopen my case. When I asked XXXX how I was supposed to meet their deadlines ( particularly without knowing them and when they are sending me correspondence by postal mail and it can take days to receive these letters ), I was told essentially that I needed to be more prompt in responding to my mail and that Chase hopes their customers are prompt when responding to correspondence because Chase is always there to talk to customers ( What? ). Again, I was told it could take 118 days to reopen this case and no internal timelines were communicated. I also heard from a few customer service reps that this claim was denied because of XXXX policy ( which leads me to believe that this claim/my submitted evidence was NOT thoroughly investigated because their policy is completely irrelevant here ). XXXX also alluded to the idea that if I had selected the proper category the first time, then this could have been resolved within their timelines. I asked for an explanation on how I didn't select the right category especially considering I only received 2 products ( product I did not order ) when I ordered 6, and she could not answer this. XXXX then said she could give me {$100.00} and that is the best Chase could do. Chase is just really trying to not pay the {$540.00} that I am owed. Happy to provide additional details. 

I have attached my dispute letter I sent to Chase on XXXX. Happy to scan and upload my denial letters as desired.

Company response to consumer: Closed with monetary relief