Consumer complaint received 2019-09-22
Company: JPMORGAN CHASE & CO.
State: MN
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:
I purchased a XXXX XXXX toddler ride-on two-seat car from XXXX XXXX on XX/XX/2019 with my Chase Amazon Visa card. The total amount for the car was {$480.00}. The item arrived on XX/XX/2019. On XX/XX/2019, the box was opened and the ride-on car was assembled, per the instructions. The ride-on car did not work/drive as stated. I contacted Amazon on XX/XX/2019 to report the defective item and request a return shipping label/replacement. I was asked if the box was damaged and I told them there were two small holes punched in the box ( it looked like for carrying as the box is large ) but I wasn't certain that the holes had anything to do with why it was defective. I was given the phone number to the seller ( XXXX XXXX ) to contact them as well ; Amazon sent them an email. The seller responded and asked for photos. I sent the photos back via e-mail on XX/XX/2019. On XX/XX/2019, I had not heard back from the seller so I called Amazon again. Another e-mail was sent to the seller. I called Amazon back because the email sent had incorrect information on it. I asked for a shipping label. So Amazon sent a 2nd email to correct the information and I was instructed by Amazon to call back and file an A-Z Claim if I don't hear back by Tuesday XX/XX/XXXX, XXXX didn't hear back. I called Amazon on  Tuesday XX/XX/2019 as the seller did not respond to our request for a return shipping label. I requested to file an A-Z Claim. Later that day, I called Chase to ask how long I should wait, if Amazon doesn't resolve my issue, to file a dispute with my card. The woman I spoke with advised me to file now, so I did. I was not asked for any information or documentation at that time. She said she took good notes and that was all that was needed. I called Chase again the following week, wither on XX/XX/XXXX or XXXX to check the status. I was informed that nothing was needed from me and that I would be contacted if something was needed. 

On XX/XX/2019 the seller contacted me on my work phone. They were notified of the A-Z claim and told me to keep the product, close the A-Z claim and then when they verify it was closed, they would issue me a refund. Since that seemed odd, I contacted Amazon. I spoke to a manager ( XXXX ) who stated they shouldn't be calling me and that Amazon would contact them and tell them to stop. She also said if I close it, I could not re-open the claim. The next day, I received a voicemail from the seller stating that they checked and the claim wasn't closed and to call them when it's closed. 

I decided to call Chase on XX/XX/2019 to check the status of the dispute as I hadn't heard anything. I spoke to a supervisor, XXXX, who said my claim was denied because they received the seller 's response on XX/XX/2019 ; they state that they sent me a letter on XX/XX/2019 and that because I didn't respond by XX/XX/2019 they denied my dispute and closed my case. After asking questions about re-opening the dispute, XXXX finally answered that I could put it in writing to request my dispute be reopened. Since I never received anything in writing to request this information, I printed off all the e-mails and documentation as well as provided a narrative of events. The 78 page PDF was faxed to Chase ( attn XXXX ) on XX/XX/2019 ( I have the fax transmittal showing it went through ). On XX/XX/2019, I called Chase to verify that it was received and was told it was received in its entirety. I told Chase I would call next week to get an update. The letter from Chase with the seller 's response dated XX/XX/2019 indicated " This buyer did not request to return product back, simply kept the {$450.00} item and opened a charge back. '' The sellers answers to the questions " Return Requested : false ; Replacement Requested : false ''. That is not a true statement as I provided the e-mails from  Amazon 's staff to the seller on XX/XX/2019 requesting a return/replacement ; multiple e-mails after that date from Amazon to the seller requesting a return ; and an e-mail that an Amazon Manager sent to me indicating that the seller has not been  cooperative and has not authorized a return/label. I was told that Visa rules state that if I am sent a defective item not as described, I should not have to pay to return the item. Amazon told me that the seller needed to " authorize '' the return as well and that the seller needed to provide a shipping label. 

I contacted Chase on XX/XX/2019. I spoke to Raven who told me that my case was denied a second time. I asked to speak to a supervisor and was put on the line with XXXX. After explaining my story again, XXXX indicated that she would " expedite '' this to be reviewed and it would take 7-10 days. After that call, my sister instructed me to call back as the deadline to " file '' is the following day. When I made the XXXX call, where XXXX stated there were no notes that it was being expedited for review. I told XXXX that I would be filing a complaint with the CFPB because I didn't know what else to do. I called the next day and spoke with the supervisor, XXXX XXXX, who said there was nothing he could do to re-open it and he doesn't see any notes about the dispute being expedited or looked at. It was requested that XXXX send this to his supervisor, which he refused to escalate this to his manager. When asked for his managers contact information, XXXX gave the mailing address for the Executive Office. 

I've exhausted all of my options as I have made multiple calls to Amazon and to Chase, as well as spoken to the seller ( who falsely identified themselves as the shipper, not the seller ). The box has been in my living room packed up and ready to go since XX/XX/2019. I've even offered to drive it the 45 minutes to the Amazon Fulfillment Center closest to my home ( Amazon wouldn't take it they said because it's a 3rd party seller ). I am also planning to send in my documentation to the Chase Executive Offices and ask that they pull all of the recorded calls, as I was given inconstant facts and information from customer service staff ( as well as supervisor 's ) in the disputes department as well as untrue information. I requested that someone from the Executive Offices contact me and that didn't happen. It's my opinion that  Chase failed to do their due diligence and dispute this charge as a not as described item. Chase did not tell me what documentation was needed up front, if any. I never received anything in writing requesting any documentation. Per Chase, they state they mailed me a letter after the merchant had already declined the dispute. I never received that letter. The information that I received from Chase has been inconsistent ( dates, time periods to process or filing dates ). In my opinion, Chase has not done their fiduciary duty. This purchase was defective ; I have verification/documentation that I attempted to get the item back to the seller within the return policy/period and worked with Amazon to resolve this issue as well. I've attempted to cooperate with Chase to resolve this and have been met with challenging and inconsistent customer service to say the least.

Company response to consumer: Closed with monetary relief