Consumer complaint received 2023-06-06
Company: JPMORGAN CHASE & CO.
State: NY
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/2023 I bought items from XXXX XXXX XXXX XXXX  website for {$530.00} and. I did not receive them so I reached out to coach and told them that I did not receive these items and they told me that since they're out of stock and can not be reshipped that they would have to give me a merchandise card as their policy states that an item that's delivered but it's not received has to be issued merchandise card or store credit as they call it I then told them that it's not fair because I paid with actual cash that what good would the merchandise card be for me so I asked them is there any other way that I can go amongst to get my actual money back and they told me I can go ahead and dispute the charges. I then told them when I dispute them will there be anything that follows basically and they told me that no that when a dispute is filed with your bank coaches and usually take part in it as it's just me in my bank they said but that was not the case. I disputed both charges on the XXXX of XX/XX/2023 with claim numbers XXXX and XXXX. Then on the XXXX of XXXX I got a letter from my bank Chase stating that my claim was denied so I called Chase and asked him why was it denied and they told me that the Merchant sent over documents stating that it was delivered and that I had disputed it while it was still in transit which I did not do so because when I learned that I did not receive my order on the XXXX of XXXX I contacted coach that night and disputed it after the contact which was around XXXX in the night. I called Chase again and asked if they could reassert the claim and they did but the same outcome came again they denied my claim saying that it went as authorized siding with the merchant. After that on the XXXX of XXXX I called back Chase and spoke with a supervisor in the claims department because this has already been going on for a long time so I wanted to know exactly so then she told me that the company had credited me back I went ahead and told her that that is wrong because they never credited me anything and then she told me the charges when was for {$750.00} and when was {$120.00} but they were for totally different transactions not correlating with the claim. She didn't agree with me that it was a wrongfully reviewed and that it would have to be in my favor so she pushed it again because it was clearly the XXXX 's fault but again on the XXXX of XXXX it was denied. I'm getting very tired of this the merchant doesn't want to help me and then my bank Chase sides with the merchant leaving me with no refund and no items that I ordered. I feel abused by these companies. There were two more claims filed with claim numbers XXXX and XXXX with XXXX. The transaction date was on XX/XX/2023. I told them that I received the order but there is nothing in the boxes. They done told me that they could give me a refund but I would have to submit a police report with my local police department which is the XXXX. I however filed the police report after being told by the police officers that for something like that I could not file a police report as it is the company 's fault. When I submitted the claim to XXXX, they told me they needed more information on from the police report. I have no way of retrieving more information from the police. I gave XXXX what the police gave me and that's all I have so after back and forth I still wasn't getting my refund even though trying to reason with XXXX they said that they would need a valid police report even though what I was sending them was a valid police report they kept on denying me so that is when I was forced to claim them with XXXX pending investigation and disputing it

Company response to consumer: Closed with explanation