Consumer complaint received 2023-03-10
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I bought a piece of art from an artists booth at the XXXX XXXX XXXX in XXXX XXXX on XX/XX/XXXX, for {$290.00}. The XXXX is the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I paid with a debit card at the seller 's insistence ( " we only take debit cards or cash '' ), and then they told me they had to mail the piece to me because they only had one copy at the booth and needed it for display. They said it would arrive in 2-3 weeks. They gave me a hand written receipt ( attached ). The charge showed up on my card on XXXX XXXX XXXX for {$320.00} from " XXXX XXXX XXXX XXXX XXXX XXXX CA XX/XX/XXXX ''. 

After a month ( XX/XX/XXXX ), I tried contacting them using the contacts on the business card they gave me at the time of purchase, but the email they provided ( XXXX ) did not work. I had to dig online for a working email address and found XXXX. They responded saying it would be done at the end of the week ( attached ). 

I waited but still did not receive anything and didn't hear from them, so I opened a claim with Chase bank ( my checking account and debit card are with them ). I was temporarily provided with a credit for a full refund on XX/XX/XXXX ( Claim ID : XXXX ). 

On XX/XX/XXXX, Chase reversed the claim and recharged me for {$320.00}. I called Chase and they said it was reversed because I needed to provide documentation for proof. They didn't give me an option to attach documentation in their online claim form when I originally filed, nor at any point before reversing the refund did they inform me that I needed to provide documentation proof. Chase told me on the phone that I needed to get a " credit voucher '' or a " voided transaction slip '' from the seller, so I emailed XXXX XXXX again asking for that. I never received a response to this email. 

I faxed all the email correspondence and a picture of the written receipt to Chase ( same Ive attached here ). I called Chase several times after that asking for updates and didn't get any information, until they finally told me my claim was closed again. The Chase representative I spoke to on XX/XX/XXXX said the seller provided them with a tracking number that proved the item had been shipped and arrived at my address and was showing as delivered by the company ( I think they stated it was XXXX ; this conversation was recorded if you want to check ). 

I asked for the tracking number the seller showed them, so I could look it up myself, because the seller never shared it with me or indicated to me in any way that they had shipped the item. Chase told me they could only mail me the documentation and that it would take a week, but I insisted they share it with me at that moment because I needed to know if a package had been stolen so I could file a police report. The Chase representative connected me with a manager. The Chase manager then told me that they had never actually received any tracking information from the seller, even though the other representative had just insisted that they had. Since he could give no other reason that the claim was closed, he said he would reopen it. 

Meanwhile, I tried messaging the seller on XXXX but they never responded XXXX XXXX XXXX XXXX XXXX XXXX 
On XX/XX/XXXX, I received a letter in my online Chase account saying the Claim was closed again ( attached ). 

I then received an email from an email address I had never corresponded with before ( XXXX ), apologizing for the inconvenience with XXXX XXXX and offering me a 50 % discount on my next order. I asked them to elaborate but have not received a response ( attached ). 

Today XX/XX/XXXX I called Chase again, and the representative told me the seller provided proof that the sale was valid by proving that my cards chip was scanned in person. They said because of that, Chase has no more recourse to reverse the charge and that theres nothing else they can do. 

I think its very obvious the seller stole from me, because they never provided proof of delivery and have not kept in contact with me since taking my money 7 months ago. I also think that Chase is not acting in good faith by telling me my claim was denied for different, seemingly arbitrary and totally made up reasons every time I call.

Company response to consumer: Closed with explanation