Consumer complaint received 2018-05-23
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:
During the week of XX/XX/2017, I discovered a package on the front porch of my former residence - a vacant property that I still owned, but had listed for sale. Unsure of what the package was, but knowing that XXXX was around the corner, I took the package with me to my current residence. A couple XXXX searches and my husband and I were able to identify what the item was - a Robot Coupe XXXX Commercial Juicer ; however, there was no information on the package to indicate who it might be from. Without opening the package, we phoned family members, but no one confessed to buying us a juicer. 
Around the same time, we were monitoring our credit card balances to budget for holiday gift purchases, and noticed an unexplained {$1200.00} charge on my Chase credit card. We called Chase to inquire about the charge, and they provided the vendor name - XXXX XXXX XXXX. We immediately opened a fraud investigation, as we had never heard of, nor purchased anything from XXXX XXXX XXXX. That's when we realized that the commercial juicer may be related to this charge. We did some searching on the XXXX website, and our suspicions were confirmed. 

We subsequently called XXXX XXXX XXXX and verified they did receive an order for that item in my name and using my credit card, with a bill to and ship to address of our former residence. The representative we spoke to agreed that they would settle with Chase, or provide a refund and accept the item back if Chase determines the charge is not fraudulent. At the time we felt like we had two good options to resolve the issue. 
After several weeks, we were notified of the result of the fraud investigation and Chases decision to deny the charge as fraudulent. The reason given was that a fraudulent credit card purchase would not be shipped to the address of the credit card holder. Seems logical, but that wasn't the case in this situation. We immediately called Chase again and explained the situation and asked that they please re-review. A manager agreed to re-review and talk with the XXXX representative who had agreed to help resolve the issue once Chase had finished their investigation. Chase opened a second fraud investigation. 

After many more weeks, we finally received notification that the second fraud investigation was also denied because we received the item. Chase was kind enough to tell us that after speaking with XXXX, that XXXX will not allow us to return the item. 
Frustrated with Chase, we contacted XXXX on a Saturday and spoke with a sales agent who confirmed the order was placed through the XXXX website, and submitted a request for return. The agent told us that the returns department, who work Monday-Friday only, would be in contact. Before ending the call, he wanted to verify my contact information and confirmed my phone number. When he tried to confirm my email address, he gave me an unfamiliar email address that was associated with the order placed under my name and with my credit card. This email address was " XXXX ''. I have never heard of that email address or any person of that name. To me, this seemed like a clue and a step towards proving that I did not place this order, and the charge and entire transaction is fraudulent. Because Chase never mentioned this, I suspect they never inquired about an email address, IP address, etc. that would have been associated with the order placed on the XXXX website. 
During the following week, we did not hear back from anyone in the returns department. When my husband called to follow up, he was told that XXXX would not take the item back, that they don't stock the item and that it was passed the 30 day return window. If it was within the 30 day window, they may have taken it back with a significant restocking fee. All of this, despite the fact that they initially assured me that they would take the item back and provide a full refund once Chase 's investigation was through. 
I don't know what to do. I am beside myself over a near {$1300.00} fraudulent charge for an unwanted item that I somehow received and have no use for, associated with an order I didn't place, submitted to a company I have never heard of. Chase is essentially calling me a liar, and the XXXX XXXX XXXX company lied to me when they initially said they would accept the item back. It pains me to think that if I would have been dishonest and claimed that I never received the item, Chase would likely have removed the charge from my account. I am an honest person, and I would expect an honest resolution to this matter.

Company response to consumer: Closed with explanation