Consumer complaint received 2020-05-11
Company: JPMORGAN CHASE & CO.
State: VA
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 am not in receipt of merchandise ordered from XXXX XXXX. Please kindly note, this incident and claim was prior to the COVID-19 outbreak and state-wide closures. Now that Chapter XXXX bankruptcy has commenced and stores closed, XXXX and XXXX XXXX websites indicate that I am to dispute the claim with my credit card company. Chase has indicated to me that XXXX believes this to be a valid claim. In addition, Chase has determined this to be a valid charge despite any support. 

The following details what occurred related to this claim : ( i ) On XX/XX/2020, I selected furniture, including a lamp, coffee table and side, tables, a mattress, bed frame, pillows and a mattress cover, and a bar and bar stools. That sales order is attached to this letter. I paid a deposit of {$1200.00}. On that day, I was provided the pillows and mattress pad. The total, including sales tax of those items was {$520.00}. As a result, I have deducted that amount from the transaction amount of {$1200.00} in my claim. 

( ii ) On XX/XX/2020, I was contacted via phone by the sales associate, XXXX XXXX, indicating that XXXX XXXX  was closing and that many of the items I ordered were not available. I was told the lamp, mattress and bed frame were in a warehouse and could be delivered. I could have the floor model of the coffee table, but it was badly damaged and I would have to take it as is. 

( iii ) On XX/XX/2020, I met XXXX XXXX at the XXXX XXXX XXXX in XXXX. I paid the remaining balance for the lamp, mattress and bed frame, which totaled {$3300.00}. That sales order was provided to Chase. Delivery was set for XX/XX/2020. 

( iv ) On XX/XX/2020, I received a call from someone at XXXX XXXX, the parent company of XXXX XXXX. They indicated delivery would not occur on XX/XX/XXXX, due to trucking issues. I would be contacted back with an updated delivery date. This was via voicemail and the person did not indicate their name. 

( v ) On XX/XX/2020, I received another call from someone at XXXX XXXX, the parent company of XXXX XXXX. They indicated delivery would not occur on XX/XX/XXXX, due to trucking issues. I would be contacted back with an updated delivery date. This was via voicemail and the person did not indicate their name. 

( vi ) On XX/XX/2020, I contacted XXXX back. I indicated that I would accept a refund for the merchandise. I was told they were not issuing refunds due to their bankruptcy. Note that the order and payments were placed on merchandise prior to their bankruptcy and apparent liquidation sales. The refund and return policies are listed on the sales order. I stipulate that not issuing a refund was in direct contradiction to the signed sales order and agreed terms. I was provided two options ( i ) I could pick the lamp, mattress and bed frame from the warehouse outside of XXXX, PA ( more than 4 hours away ) or ( ii ) they can send it to the XXXX store, but I would have to pick it up. I told them I had no way of picking up a mattress and bed frame with my vehicle and that based on the total purchase, was eligible for included delivery and set up. I was informed it was my problem to pick up the merchandise. I requested compensation for the delivery and setup, which I was denied. I informed the representative I had no choice but to contact Chase and dispute the charge. I was told to do what I had to do. 

( vii ) On XX/XX/XXXX or XXXX, I filed the claim with Chase, and received Chases temporary credit and letter on XX/XX/XXXX. 

( viii ) On XX/XX/XXXX, I received a call from someone at XXXX XXXX. They indicated that my furniture would not be delivered today, the scheduled delivery date. I informed them of the call the day prior. I again asked for a refund. They also indicated that I would not receive a refund due to their bankruptcy. I had a similar discussion. I was provided two options ( i ) I could pick the lamp, mattress and bed frame from the warehouse outside of XXXX, PA or ( ii ) they can send it to the XXXX store, but I would have to pick it up. I told them I had no way of picking up a mattress and bed frame with my vehicle. I requested compensation for the delivery and setup, which I denied. They indicated they were going to ship the mattress and bed frame to XXXX. 

( ix ) On XX/XX/XXXX, a friend with a pick-up truck offered to help me and pick up the furniture. So, with that, I figured maybe I could find some resolution with XXXX and just pick up the furniture. This seemed easier than continuing to fight with XXXX XXXX. 

( x ) On XX/XX/XXXX, XXXX and XXXX, I called XXXX XXXX and in each instance, I was told the merchandise was on its way and would be in XXXX on Thursday. Given that ( xi ) On, Thursday, XX/XX/XXXX, I called the XXXX store. I asked to confirm that my merchandise had arrived and asked if they were open the following day and what times I could pick up the merchandise. She asked for the order number and looked up the account. She said the merchandise should be there by the end of the day Thursday and they were open on Friday, but to not bother coming. Their system was showing the amount was refunded to my card and I wasnt getting a mattress that I didnt pay for. I told her that her implication was absurd given what I have been through. She indicated that there was nothing she could do and they would not allow me to pick up anything and told me to not come to their store. Considering my friend with the pick up truck was coming from over 1 hour away + would drive another 45 minutes to the store + spending time during their day to load up, drop off and help with bring the stuff into the house, I told them not to come based on the decision of XXXX not to release the merchandise to me. 

( xii ) I attempted to call Chase on XX/XX/XXXX for an update on the claim. I called the dispute line and waited approx. 45 minutes. I finally got a representative but the rep was in customer service that was unable to help. The rep indicated that the wait is so long, calls were being routed to other lines. 

( xiii ) On XX/XX/2020, I received a letter from Chase indicating that XXXX continues to provide information to support their position that the goods were delivered. This is simply NOT TRUE. I have been provided NO SUPPORT for such claim and not received the goods. Chase has rebilled my account and indicated I am liable for the amount owed. 

( xiv ) On XX/XX/XXXX, I responded with the attached letter and information. 

( xv ) On or around XX/XX/2020, I received a letter from Chase that was supposed to show the support from XXXX that Chase used to determine the charges were valid. The document was simply blank with no attachment. 

I believe that Chase, given their actions to rebill me, not support their decision with anything substantive and ignore my follow up responses is in violation of the Fair Credit Billing Act. Chase has made a decision regarding this matter on the last day of the 2nd billing cycle, I believe, to comply with that requirement, but ignoring all the information provided by me. I have not been able to reach ANYONE at XXXX to continue to work with them on this matter and believe I have no option but to continue working with Chase. XXXX indicating to Chase that the charges are valid is in contradiction to their website advice and Chase accepting that statement is absurd. I have also asked for the name and phone number Chase is using to contact XXXX / XXXX XXXX since I can't get a hold of anyone at this company. Chase has not provided that ...

Company response to consumer: Closed with monetary relief