Consumer complaint received 2019-10-05
Company: JPMORGAN CHASE & CO.
State: WV
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
Chase Bank sided with a credit card customer who created a fraudulent chargeback against my business. Chase Banks decision is apparently final and there is no human at the company who can discuss the matter. Multiple phone calls to Chase resulted in the statement " there is no one who can help you '' and Chase refused to respond to a letter. 

On XX/XX/XXXX, a customer using a Chase-issued VISA ending in XXXX placed an order on my website ( {$18.00} ) for a digital download product. The customer did not immediately download their product, nor did the customer click the " download '' link from their email confirmation. The customer did not contact me ( the business and the credit card merchant ) with any questions about their order or how to download the product. Instead, on XX/XX/XXXX, the customer created a chargeback with the reason " product not received. '' In fact, the product was received : the customer received the location where they should download the items in the order multiple times. 

I disputed the chargeback, explaining that the customer 's reason of " did not receive product '' is nonsense. The customer simply didn't download the product. An apt comparison : Imagine a scenario where a customer in a physical store decides which groceries to purchase, goes to the register and purchases them, and then walks out without taking the products. Then imagine that customer creates a chargeback. That is absolutely no different than what has happened here. Rather than take the groceries out and put them in her car, to complete the analogy, the customer decided to just leave her products at the register and then file a chargeback claim against the business. 

Chase ignored my dispute, and with no explanation they sided with the customer. As a business, I did nothing wrong. The customer 's complaint that they " did not receive the product '' is incorrect. The only issue is that the customer refused to communicate with my business with questions regarding her order, she did not attempt to download her products, and then she created a chargeback claiming they were not given to her. As a merchant, Chase charged me a {$15.00} chargeback fee that is absolutely unwarranted. 

I communicated with the customer after the chargeback notice ; she finally responded to a physical letter mailed to her address. She agreed that the chargeback fee was unwarranted and she wished she had reached out to me prior to filing the chargeback. She has contacted Chase to reverse the chargeback, and she says they agreed, however Chase still has my money. 

Chase bank has taken {$15.00} ( and a transaction fee, so {$15.00} ) out of my bank account. This is not their money by any legal standard. They have no right to take my money. They are the bank of a credit card owned by a customer who didn't click a download link. This is an injustice, and Chase refuses to offer any way of contacting a human being about this issue. 

I want my money back.

Company response to consumer: Closed with monetary relief