Consumer complaint received 2019-03-12
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:
In XXXX I made a purchase with XXXX XXXX and my Chase card was charged {$810.00} on XX/XX/XXXX. As of XXXX I had still not received the product. I contacted XXXX XXXX  at the beginning of XXXX to make them aware I still had not received the product. A guy at the company who signs his communication as `` XXXX '' said he was going to send the product and provided a tracking number. The tracking number at that time said " package ready for pick up '' however it was never out for delivery. I tried to contact this company from my number however it would ring 1 time then go to voicemail. I called from another number and the company answered which indicated they had blocked my number from being able to contact them. The guy claimed he shipped it but then when I checked the tracking number again nothing was shipped. A few days later I contacted the company again and told them I was disputing through my bank and the gentlemen said he was going to cancel my order and refund me the money. I immediately contacted Chase to file a dispute since this company could not provide me a straight answer. At this point I knew something was not right and was nervous about fraud. Chase issued me a temporary credit and said they would be back in contact. XXXX XXXX sent me an email on XX/XX/XXXX with a invoice attached stating my transaction had been refunded back to my Chase card. On XX/XX/XXXX Chase sent me a letter stating " the disputed charges were valid ''. I called Chase when I got this letter in the mail on XX/XX/XXXX. They made me aware XXXX XXXX said the package was sent to me. I explained all of the above and made Chase aware this company was lying. I then asked for the tracking number that XXXX XXXX provided Chase and the lady at Chase gave me the tracking number. This tracking number was linked to a package that was sent to XXXX, ID. and I reside in XXXX, Va. The package was signed for by someone with a name " XXXX '' which is not my name nor anybody at my residence. I explained this to Chase and they refused to reopen my claim or look into this further. I made them aware I was contacting the CFPB to file a formal complaint due to their complete lack of customer advocacy and knowledge of how to investigate a dispute. Chase said I could write into their company to discuss further which I do not feel like I should have to do. I provided them all information on the charges and even have e-mails from this company stating the order was canceled and refunded however Chase will still not dispute or handle the issue. Also, I stopped replying to XXXX after filing my dispute. XXXX XXXX  started sending me bogus emails claiming they tried to contact me ( they didn't ), said they shipped it to me ( they canceled the package and sent to a " different '' customer, claimed they refunded my amount in full ( Chase confirmed they did not ). UPS confirms no package was delivered to me from XXXX XXXX, UPS websites confirms the tracking number was changed and a package went else where, emails confirm that a refund should have been issued however Chase still refuses to issue a credit or do anything on my behalf to help me recover these funds. Working with XXXX XXXX is not an option at this point as they lie, provide inaccurate information and promise a refund has been made already which Chase confirms it has not. This is blatant fraud and nobody should have to invest this much time as a CUSTOMER to recover funds through a credit card company who PROMISES to always support/take care of their customers.

Company response to consumer: Closed with explanation