Consumer complaint received 2019-02-28
Company: JPMORGAN CHASE & CO.
State: HI
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/2018, I ordered a XXXX XXXX XXXX '' from XXXX, and received an order confirmation that it would be delivered between XXXX XXXX. 

Come XX/XX/XXXX, I am in a rush to get my order but have not received it yet. It was already late, so I checked the tracking and delivery to locate the item and saw that it was already delivered! I thought this was a mistake because I did not receive it and saw that there was no delivery attempt notice that I missed with my resident manager. Unsure of how to proceed, I requested for a refund as soon as I could because I suspected that my order delivery was botched or lost. I called XXXX Billing Department about this and, following a script, they tell me is that they see that the package was delivered to my address already, and to file a police report with local law enforcement -- with no sympathy nor responsibility to take further action on their end. Needless to say, they were no help and I'm growing anxiously frustrated at their disregard for my situation and lack of customer care. Naive as I was, I gave XXXX the benefit of the doubt and waited another week before taking further action in hopes that my package is just delayed. 

Around XX/XX/XXXX, I have still not received the XXXX XXXX that I ordered and paid for. At this point I'm really upset, angry, and confused. I speak to XXXX 's rep and they tell me that they will not be able to do anything else unless I file a police report. That's ridiculous! This was not good enough! I hang up and proceed to call my credit card company, Chase, in hopes I would get some help on this and get this resolved. After explaining my situation to the Chase representative, I opened a dispute for further investigation on my situation and was granted temporary credit for the duration of the investigation. I am somewhat at ease now because I've been with Chase for years and my experience with them has always been excellent, so I give Chase some time to sort it out with XXXX, confident that we would reach a resolution. 

A month later, XX/XX/XXXX, I receive a 24-page investigation report from Chase reviewing their and XXXX 's findings. The report told me a lot about what I already knew, such as : the billing and shipping address, and the shipping and delivery dates. But what I was shocked to discover was a page titled " Proof of Delivery. '' On this page there was the signature of a person that I was not familiar with ; no one in my family, nor friends, let alone anyone in my residency had that name. Upon finding this, I responded to the letter indicating that this was not me or anyone I know, and that this is actually proof that I did NOT receive my order! 

After about a week of waiting, today, I receive another letter from Chase on XX/XX/XXXX, telling me that they will not be crediting me for the order -- a XXXX that I paid for, and did NOT receive! I'm furious because I feel like I was scammed by XXXX and Chase because neither of them did anything to help. It was XXXX 's job to deliver my XXXX to me as agreed, but they didn't. Instead, it seems they're more concerned about having local law enforcement handle it instead because it's not their problem now. Meanwhile, XXXX pockets the money and turns a blind eye to the situation. I should not be the one to pay a costly price for a mistake that was not caused by me!

Company response to consumer: Closed with explanation