Consumer complaint received 2021-08-20
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:
NB : your forced choice categories about the nature of this complaint distort what is happening in instances described below. " Investigating '' habitual fraud is a sham. 


Chase refuses to credit my credit card for items I have been charged for but never receive. It conspires with an infamous business partner to defraud millions of Americans. It has defrauded me repeatedly by refusing to issue credits in a timely manner to my Chase-Amazon XXXX credit card and I have reported previous, but by no means all previous, instances of It to the CFPB. Yet the unreasonable and abusive practice continues unabated. It is time to remove the Chase-Amazon credit card from the market. 

At XXXX XXXX  today, I called Chase credit card services to request a credit for merchandise I never received, but which XXXX falsely reports to have been received. I explained this to the rep at the Chase telephone number provided on the back of the card : XXXX. Without asking me, and after wasting my time with a lot of questions, she transferred me to someone at XXXX who had no idea why the call was transferred to her and declared, falsely, that I chose to call her. She then wanted me to repeat the same information I had already provided to the Chase rep, and several times. I hung up the phone when the XXXX rep asked me to repeat everything, twice, just for her. 

This is a recurring problem with Chase trying to deflect responsibility for issuing credits when XXXX actively and undeterred, falsifies information about its orders and their delivery, specifically. Chase quickly charges this card but refuses, avoids and delays issuing credits on it. It is a systematic rip off that is habitual at Chase and a mutual conspiracy and confidence game between Chase and XXXX. It is way past time that the CFPB treat it as such. 

I ordered two books recently from XXXX. Because XXXX is known to falsify delivery information on its website and hides behind its website to refuse issuing credits itself ; because its customer service numbers are hard to find on its website and it subjects callers to long wait times to discourage people from calling ; I usually order even small items from XXXX with one item in an order. This makes it easier to counter the many falsehoods that XXXX claims about what happens after an order is placed. However, it is clear that XXXX takes much longer on single, small items and that the vast majority do not arrive according to the advertised terms of XXXX  membership, within 2 days. Someone at XXXX once told me that it is only 2 days after it leaves the warehouse, so XXXX clearly holds back on small orders to pressure people who are XXXX members to place bigger orders with it. These are the kinds of sleaze-ball tactics that Chase corroborates with its partnership for this credit card. Chase should not be allowed to mirror the same tactics and should be forced to issue credits in a timely manner without wasting so much of its customers time trying to avoid the credits and shrugging off the problem to XXXX. 

My recollection is that I placed two separate orders with XXXX for two different books. However, XXXX seems to have deleted my original order information and combined two separate orders into one : XXXX. In the process of combining the two orders, XXXX deleted the original information for the two separate orders and eliminated part of the history of what went wrong with the phony order it created. 

Both books were to be delivered to the exact same address. However, only one actually was delivered to it. I received the book by XXXX XXXX but not the other book, which XXXX website incoherently also claims was delivered the day after the first book. When I click on the tracking history, it claims that the USPS was unable to deliver the second book and is holding it for me. This obviously is a lie since the USPS just delivered the first book to the very address that XXXX claims the USPS says it could not deliver the second book to.

Shortly after writing most of this complaint about the missing book, the same thing happened again, i.e., I got a hit and run text message from a number XXXX saying a piece of furniture for over {$350.00} was delivered to my front porch. Supposedly, it was for XXXX order # XXXX. I have a 24/7 camera on my front porch and it documents that this claim is false. Since no telephone number was provided for the text message, I could not call and had no idea how to reach the source that sent the false information. 

Eventually, I called Chase credit card services back, for the second time today. Again, the automated system claimed it did not recognize the last four digits of the credit card OR the zip code for the address on the account. ( A recent complaint to the CFPB concerns Chases poorly programmed automated systems that deny customers services they should be entitled to. ) Finally, after several more minutes of wasted time, someone answered the call. Even after being on the phone an additional 14 minutes and 13 seconds, he still would not issue the credits, either for the book or for the more expensive piece of furniture. The morning call about the book that was falsely reported to have been delivered was 17 minutes and 7 seconds. So after two calls to Chase for 31 minutes and 20 seconds, it still delayed, wasted all the time and refused to issue the credit. 

Prior to calling Chase the second time, I had called the merchant that XXXX website directed me to call about the mythical piece of furniture it lied about delivering. I did so and told the person there ( at XXXX, XXXX ) that if they could get the cabinet to where it was supposed to go by XXXX XXXX tonight, I would take it. If not, I just wanted the credit since I had no more time to deal with XXXX, XXXX or Chase. He told me I needed to talk to XXXX, since it is responsible for delivering XXXX items. Then I hung up the phone to call Chase again. 

This kind of abuse by all of these agents is simply a shell game of passing the buck, but Chase still needs to be seriously sanctioned for its role in the massive fraud. 

Amazons extensive, deliberate falsification of order and delivery information on its website, prevents me from requesting through its website a credit for a book it falsely states I possess. Similarly, I am barred from requesting a credit for a cabinet I do not possess that XXXX falsely claims I do. That is why I called Chase, because I am sick and tired of Amazons infamous, unfair, deceptive and abusive practices, as well as the same by its contractors. 

I will write to the FTC about XXXX role in this con scheme. But the CFPB needs to deal definitively, once and for all, with Chase, since it has failed to prevent Chase from charging customers for items that are never received with no proof of delivery from anywhere. In fact, it should prevent Chase from issuing any more of these credit cards indefinitely, and sanction it with effective monetary penalties that increase over time and with repeat offenses. 

( By the way, guessing that the anonymous hit and run text message falsely stating that the furniture was delivered to the address on the order was from a XXXX office, I called a mobile phone associated with the XXXX, XXXX, MD office, XXXX. It rings as busy about 5 times, then the line is disconnected or just goes silent. Obviously, whoever has this number does not answer his/her phone, habitually. This happened several times. Another number for XXXX, XXXX will not allow me to speak to a representative and also disconnects the call. It seems that it is well know that nothing happens to businesses that avoid customers by hiding behind any number of machines. )

Company response to consumer: Closed with explanation