Consumer complaint received 2018-01-16
Company: JPMORGAN CHASE & CO.
State: MI
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:
What a nightmare this is : I am XXXX XXXX besides having XXXX XXXX XXXX in which this nightmare of almost 3 months has not helped the emotional stress on my XXXX ; XXXX XXXX either. 
I made a purchase from XXXX I received furniture items that the boxes were pretty damaged when XXXX dropped them off by due to my physical impairments I have to wait for assistance to put items together. 

My neighbor XXXX and his wife XXXX XXXX XXXX are witnesses to the damages to these 2 items. 

XXXX came over and opened the coffee table and the top was damaged and he immediately put the top back into the box and retaped it and I contacted XXXX to report the damage XXXX/XXXX/XXXX. XXXX at XXXX and XXXX, I shared the patterns cocktail table item XXXX XXXX was damaged from order number XXXX. 

I had to keep repeating myself several times to customer service. She told me just to leave the box outside on XX/XX/XXXXand XXXX would pick it up. I noted, you expect me just to leave an item over XXXX outside and have XXXX pick up this coffee table? She responded by saying, yes. I told her I would not do that. She then noted she would send me a return label and I could take the coffee table to XXXX myself. She also told me to make sure I call back in 2-3 days to make sure I let XXXX know that indeed I took the coffee table into XXXX and that way they can track and provide me my refund back on this table. XXXX plus ^percent sales tax. I shared I definitely would. 

XXXX sent me a label : XXXX. OnXX/XX/XXXX I did take the coffee table to XXXX XXXX. XXXX was XXXX in which I have the receipt. Fri XX/XX/XXXX XXXX. 

XXXX/XXXX/XXXX XXXX and his wife XXXX came back to check out the XXXX XXXX in TV stand in which this box was also damaged. XXXX opened the box and this was also damaged in the front, on the top of the tv stand. I again contacted XXXX XXXX XXXX, XXXX while XXXX and XXXX were sitting here and speaker phone was on and I was on hold 60 mins, I again noted order number XXXX, item number XXXX and it was XXXX 60 inch mahogany XXXX without 6 % sales tax. 

Again, I had to keep repeating the same information over and over and over again. 
I was informed XXXX would come pick up the TV stand that day and XXXX finished taping it for the return in which he used an entire roll of mailing tape. 

XXXX came to pick it up and the XXXX man noted he had a slip for a 20 lb package and the package is way bigger than the slip he had and he asked the 2nd XXXX person, who was a woman to help take the package. I told him it was a 60 inch TV stand. 
He provided me with a receipt : XXXX. 

I questioned why he said, 20 lbs, I seen when the worker sent me the other return label it also said 20 lbs, I contacted XXXX again, XXXX XXXX XXXX at XXXX and on hold 69 minutes. I wanted to clarify if they had both the right pieces coming back. I had also ordered 2 end tables that were 20 lbs. I again had to go over and over the order number and 2 pieces that I was returning XX/XX/XXXX. That I was returning the 43 lbs plus coffee table and way over 80 lbs for the TV stand. She said she had the information correct and not to be worried and to make sure I follow up with JXXXX so they can track the returns themselves. I shared that certainly I would do to the numerous problems I was having with XXXX since I placed this order. 

I did follow up with XXXX XXXX on XXXX XXXX XXXX XXXX spoke to XXXX, she said I would be credited back XXXX authorization XXXX. It would take 7-10 days to see the return of XXXX. That yes, indeed the package 's were tracked. 
I also asked her why XXXX was here today to pick up 2 packages because I was confused. I already took the one coffee table back to the XXXX MI XXXX and XXXX came to get the XXXX 60 in TV Stand on XXXX/XXXX/XXXX. She shred she did not know why but she tracked the 2 packages, coffee table and TV stand has been successful returned and my credit of XXXX would be credited in 7to10 days to my credit card. 

My stomach was telling me something was not right about this, first the XXXX label I was emailed noted 20 lbs, the XXXX pick up weight was 20 lbs. Then going over and over the same information, having XXXX come back again after the 2 items were returned, I thought I better file a dispute with my credit card Chase and I did. 

XXXX/XXXX/XXXX XXXX XXXX XXXX XXXX XXXX called from Chase to go over the damages to the tables for the dispute. She was only concerned about the damages. She never asked me about the XXXX numbers I had to prove the 2 above tables were returned. She stated if Chase needed any further data they would contact me. She noted that I would receive a temporary credit for 15 days while this was in dispute. That on XXXX XXXX, XXXX they had to address with XXXX. 

XXXX/XXXX/XXXX I still had not received my credit of XXXX from XXXX  and I contacted them again, XXXX XXXX and on hold again, 33 minutes, Spoke to XXXX supervisor Shared the order number, 2 XXXX numbers for the returns, all the other times I called and still no refund, I went over one step at a time noted above for the order number,! Z XXXX numbers and item numbers and description 's of what was returned. He put me on hold a couple times. Said he was still checking trying to refund but having trouble. I shared Chase had a dispute about this claim of XXXX of the coffee table and 60 inch TV stand. He said the return again was having trouble for the refund back into my account. Then he shared it finally went in XXXX XXXX in the amount of XXXX is being process back to my charge card it will take 7to10 days. 

I left secure messages for Chase on my account regarding an update on this case. I received only one letter dated XXXX XXXX, XXXX noting a temporary credit of XXXX .Nothing from Chase after that.. No responses from Chase. Then I finally called, XXXX/XXXX/XXXX and asked what was going on and he said their are notes on this case but the dispute center was already closed and I should be receiving a letter it must be stuck in the holiday mail. I noted I would contact after the holidays then. 

I received the letter from Chase, XXXX XXXX  XXXX. dated XXXX/XXXX/XXXX I contacted chase dispute center and spoke to XXXX supervisor, He shared it will take 30 days, he will put it back into dispute. Not 30 business days. A total of 30 days. 
He said he needs no further information. I questioned that, the summary of the investigation noted : we contacted the merchant..we found that the merchandise was not returned. Do you want tracking information? He stated no, we do not need anything right now, if we do, we will contact you. I noted I seen XXXX rebilled my Chase account again for XXXX for the furniture already returned XXXX XXXX. 

Chase to me, failed in their investigation in my coffee table and 60 inch TV stand being returned by XXXX per XXXX return policy on furniture. I verified the XXXX pieces were returned by follow up phone calls to XXXX. I also filed a dispute with Chase on the XXXX in charges on the damaged furniture I received and was returned. I followed up with Chase and Chase never asked me for further data that they could have checked themselves to see the furnite items were indeed returned by XXXX XXXX, XXXX. 

I shared with XXXX at Chase that I would follow up with a formal complaint with the FTC in regards to the lack of investigation of Chase and allowing XXXX to rebill me in the amount of XXXX after the furniture was returned per XXXX policy, one returned via XXXX XXXX and one being picked up at my house XXXX/XXXX/XXXX. 

Thank you for listening. 
If I can provide a copy of the 2 XXXX return data on this case, Please contact me. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MI XXXX XXXX XXXX/XXXX/XXXX

Company response to consumer: Closed with monetary relief