Consumer complaint received 2021-03-27
Company: JPMORGAN CHASE & CO.
State: NC
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/XXXX I made a business purchase of {$9900.00} from XXXX. We always use this company as well as a few others because we order online and these are very expensive items and they dont have stores locally so online shopping is the only way but we always use these companies because they require a signature upon delivery. That is their policy and thats why I choose them. Long story short the tracking number said delivered so we all checked for it and there was nothing so we thought maybe they delivered it to wrong house because it requires signature so we knew someone had to have signed for it so we checked the surrounding houses. Some people laughed so we thought maybe they stole my package so we went to the post office and they claimed they never asked for signature so they just left it on doorstep saying its protocol because of covid but that is a lie because I just had to go to the post office to pick up an order that was XXXX bucks and the company doesnt even require signature but since it was high amount they required it for this time which Im very happy with because I was not home and the area isnt the best so I know there is no excuse for them to just release the package with no signature especially WHEN THEIR COMPANY POLICY REQUIRES SIGNATURE ON EVERY ORDER! I tried getting the company to reship it to me with signature being required this time and they refused. Keep in mind they told me a signature was made via email when I was talking to them and XXXX confirmed that was not true. They left package with no signature. I refuse to pay almost XXXX dollars when I never received what we ordered. I tried getting them to reship and I was denied. I made a dispute with my bank ( chase ) and they denied my claim stating although I had very strong valid points supporting my case that they are still holding me responsible to pay because it was a valid purchase. Please help me. I cant pay for something that expensive that we did not receive. I had to buy cameras after this because of the trauma from all of this. I never thought my bank would leave me high and dry like this. I will file police report, i will sue them or do whatever I need to do but this is unacceptable and this is a blatant robbery. I told the bank we could get on a 3way call with XXXX  just to confirm what I say is true and they denied the call and info I provided and denied my claim. I can show you screenshots from the company website where they state that they REQUIRE SIGNATURE ON ALL ORDERS. We can call XXXX as well about my claim because they have it on file where I called numerous times and went to talk to them in person. They have on file that no signature was required upon delivery. I am having to pay for things we never received simply because this company decided to cut corners and not follow THEIR OWN POLICY. Please Im desperate for help here. Please help me. What do I need to do. I cant take a blow like this. We needed these items for our marketing campaign for the business.

Company response to consumer: Closed with explanation