Consumer complaint received 2019-01-07
Company: JPMORGAN CHASE & CO.
State: FL
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 kit of XXXX XXXX on XX/XX/2018 for {$120.00}. I paid through XXXX for extra protection, and used my Chase credit card that guarantees purchase protection. The XXXX  was advertised as being 32GB. When it had arrived, it was only 16GB ( item not as described ). I contacted the seller, and they agreed to refund me I shipped it back. 

I shipped it back, and bought the postage through XXXX because that way XXXX would be able to see the status of the return directly. The XXXX  was marked as delivered on XX/XX/XXXX at XXXX. I contacted the seller multiple times, and he did not respond. So I opened a case with XXXX so they would refund my {$120.00}. I also went on Chase and updated that transaction to state that I am " expecting to receive a refund for this transaction ''. I was not aware that if I updated the transaction on Chase, that it would automatically close the case on XXXX. 

The seller continued to ignore my messages, and Chase did not contact me about the case either. So on XX/XX/2018 I called Chase and asked if I needed to provide any more documentation on the dispute so they could make a decision. " No, the case has already been decided in your favor, and the {$120.00} credit was issued to your account. '' Said the Chase representative. " Are you sure you don't need me to provide any documentation, tracking numbers, or photos of the product? '' I asked. " No, you're all set. '' Responded the Chase rep. ( I have attached a call snippet of this conversation named " Chase Representative Dispute Documentation Confirmation '' with personal information redacted. ) I figured I was set. To my surprise however, a few weeks later I received a letter in the mail stating that the {$120.00} credit applied to my account was reversed due to " insufficient documentation ''. I give Chase a call immediately and they tell me they will submit an appeal to the dispute. I provide ALL documentation this time showing that 1. Item was not as described, 2. Seller agreed to refund, 3.  RAM had successfully been delivered back to the seller. The dispute was again, closed and I didn't receive a refund. This happened about 2-3 more times. I call again and ask why my dispute is being closed without a decision in my favor despite providing documentation each time, and the next representative tells me it's because " Once the original dispute was " decided '', all the following will be closed and the documentation was likely not even considered. '' He said that the only way for the credit to be issued to my account now, was if the seller " Mails or faxes Chase a letter authorizing them to chargeback the {$120.00}. '' I had to laugh at that, because the seller ghosted me immediately after receiving the product back, and has no intention to refund me, let alone write Chase a letter authorizing them to take the {$120.00} back. But the rep also said that too much time has passed since the original dispute, so likely nothing would even come of it even if the seller did contact them ( Chase ). 

XXXX though, has said they would have agreed the case I opened through them, in my favor ( before it was closed automatically ), since they were able to see the tracking and that the item was returned. They said they can not refund me because once the dispute moves to a bank ( Chase ) they have no control over the transaction, and that I need to take it up with Chase.  XXXX even said they have tried contacting Chase multiple times to let them know that they ( XXXX ) would have decided the case in my favor, but have not received any response back from Chase.

Company response to consumer: Closed with monetary relief