Consumer complaint received 2021-07-16
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 XX/XX/2021 I ordered an entertainment center from XXXX with my Chase XXXX  credit card ; XXXX stated the item would arrive in 2 weeks time ( by XX/XX/XXXX ). The item did not arrive on time and XXXX was not very responsive to my requests for information and so I issued a charge back on my credit card for the item not being received. Then the item arrived on approximately the XXXX of XX/XX/2021 ; at which point I cancelled the dispute on my card, unfortunately before opening the package. 

After opening the package I found the entertainment center had several defects ( see attached photos ). I contacted the vendor to ask for a refund and they replied in writing ( see attachment ), quote : " You had charged back with your bank and the payment twas taken back by your bank XXXX credit card company ) according to our financial department, we agreed with the charge back case and you can talk to your bank to get the payment back. Please do us a favor to dispose of the item as you like, there is no need to send it back to us. '' On XX/XX/2021 Chase XXXX issued a re-bill of the item cost, {$820.00}, to my account since I cancelled the dispute. I contacted Chase XXXX on approximately XX/XX/2021 to re-open the dispute. They advised me to send a fax to their XXXX Department at XXXX XXXX XXXX XXXX describing the reason to reopen the charge back and to provide evidence. 

I sent Chase XXXX, by fax, on XX/XX/2021 a letter describing the situation, photos of the defective item, and the email from the vendor XXXX XXXX XXXX stating that they agreed the item was defective and they would not dispute my charge back. This is shown in the attachment. 

Chase XXXX stated I would hear back in 30 days. After not hearing a response I called Chase XXXX on approximately XX/XX/2021 to inquire about the status of my re-dispute. I learned that they had cancelled, on approximately XX/XX/2021 the dispute without stating a reason or contacting me. I asked again to re-open the dispute ; their representative stated they would and it would be 30 days for them to respond. 

I called again to inquire with Chase XXXX again around the XXXX of XXXX. Chase XXXX said the re-dispute had not been re-opened and advised me to mail documents to " XXXX XXXX XXXX, XXXX. XXXX XXXX, XXXX, XXXX, XXXX. Using UPS I mailed the same documents I had faxed to Chase XXXX again asking to re-open t he dispute. 
Around the XXXX of XXXX I contacted Chase XXXX to inquire ; they acknowledged receipt of my letter on the XXXX of XXXX but stated the re-dispute had been closed again and it would need to be re-opened. I again asked why and they did not give a reason. I again asked them to again re-open the dispute. 
I feel Chase XXXX is giving me the run-around ; they are not protecting my rights as a consumer and are taking advantage of me. I have clear proof that the entertainment center I ordered from Homary.com was defective and a written statement from a XXXX Representative from XXXX, XXXX customer service email, stating the item was defective and they will not dispute my chargeback. Chase XXXX is dragging their feet without any clear answer and is constantly closing my dispute without cause.

Company response to consumer: Closed with monetary relief