Consumer complaint received 2021-07-12
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, We are reaching out to notify you of discrimination against me ( the customer ) and favoritism in favor of XXXX ( the merchant ). Chase Bank did not handle or claim impartially. They have handled our claim to dispute a charge unfairly. They have also broken FTC laws. We have made numerous attempts to recover our funds for an item that we purchased on their XXXX 's website but never received a proper response. We have attempted to charge back with our Bank ( Chase ). The chargeback was successful. However, during our bank 's investigation, XXXX submitted fraudulent documents showing the item was delivered and our bank had no choice but to side with the merchant ; chase claims they can not investigate further. I have recently received a copy of the documents and can confirm they are fraudulent. The documents have been altered to show the item was delivered. 

The documents sent to me by Chase are inconclusive! They simply show on a piece of paper that the item was delivered but did not provide any valid evidence showing the item was delivered to our home. All they have to do is, click a button to mark it as " delivered '' but have no way of confirming the physical item was delivered to our home. We have 24-hour video surveillance on our property. On the day of delivery ( XX/XX/2020 ), the XXXX  truck is nowhere to be seen near or on our property. We have concrete raw-unaltered footage of the whole 24-hours. This proofs that the item was never delivered Also, in XXXX 's merchant dispute case ( # XXXX ), the comments provided by XXXX show there is no signature required. This is a VERY expensive item. How can they not require it? However, in their website and emails sent to me as a receipt ; XXXX states " SIGNATURE REQUIRED ''. We would have never ordered from them if we knew they did not require a signature. There is a possibility for the driver to miss-deliver or for the package to be stolen. We can not risk this much money! This is a violation of Business and Professions Code 17500 BPC. False advertisement is not condoned in our state. 

Even though a signature is not required ( per XXXX ) they included a report from their carrier ( XXXX ) showing the package was signed for! They are very deceptive! The document was signed by " XXXX ''. If we signed the document it is extremely unlikely we forgot to spell our own last name! This seems to be an issue with the carrier the merchant is using. Their lack of due diligence and negligence has led to mark this item as " delivered '' even though it was not. The item was " delivered '' late 1 day after the promised time frame. This item was shipped during XXXX eve so it makes it extremely likely they misplaced or misdelivered the item. 

I have already gone to our local police department to file a report. However, they advised they can not establish a crime since they can not determine if the item was stolen or if it was misdelivered. They can not assume either-or. They did confirm they have a lot of cases like this and items get misplaced all the time. They could not give me a report number Chase Bank is extremely irresponsible and unethical. Their business practices should be changed. They have broken many consumer laws and business laws in this case. We are prepared to file a small claims lawsuit in order to get our money back. This is our final attempt to resolve this informally. We want our money back! XXXX should do the right thing and give us our hard-earned money back. 

Chase is siding with XXXX ; they should get our money back and allow XXXX to pursue a resolution informally or formally with us directly. They can not just accept XXXX statement and disregard ours! 

Item : XXXX XXXX XXXX XXXX SKU:XXXX  Order Total : USD XXXX Order # XXXX

Company response to consumer: Closed with explanation