Consumer complaint received 2020-05-13
Company: JPMORGAN CHASE & CO.
State: CA
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 unsuccessfully tried to resolve a credit card dispute with the Merchant - XXXX  - and then with the credit card issuer - CHASE. The charge remains on my account even though the merchant cancelled the order and I never received the merchandise. I was informed on XX/XX/20 that CHASE concluded that the charge is valid even though I " may have a valid complaint with the merchant. '' To-date the corporate office of the merchant, has not returned any of my emails or phone calls forcing me to coordinate with CHASE. Further, CHASE notified the following credit reporting agencies, XXXX, XXXX, XXXX and XXXX that I disagree with the resolution of the dispute. 

I was informed in the merchant store on XX/XX/20 that the merchant cancelled my order sometime between the original dispute of XX/XX/20 and XX/XX/20, despite proceeding with Dealer Record of Sale paperwork on XX/XX/20 and instructing me to return to the store after XX/XX/20 to pick up the merchandise. The merchant failed to inform me that the order was cancelled, charged me fees for the background check process and filed paperwork on my behalf on XX/XX/20 indicating that I would be able to pick up the merchandise after XX/XX/20. 

On XX/XX/20, I waited in line for over 4 hours with the referenced merchant order pickup paperwork instructing me that I was eligible to pick up the firearm any time after XX/XX/20 at XXXX. On XX/XX/20, the merchant indicated that I would have to start the entire process over since they cancelled the transaction without informing me or contacting CHASE. 

I originally disputed the charge on XX/XX/20 due to XXXX 'S corporate instructing me to go to the local store for background check processing on or after XX/XX/20. I waited in line for 3 hours on XX/XX/20 and upon entering the store was told that my online order could not be located and that I would have to return at a later date. No date was specified. I emailed and called XXXX 'S corporate on XX/XX/20 and did not receive answers to my inquiries. I was also unable to reach corporate or the local store on the phone since they were not answering them. I placed the original dispute on my CHASE card on XX/XX/20 until I could figure out what was going on with my transaction since the full payment was due within a few days. I again emailed corporate on XX/XX/20 and did not receive a response. XXXX 'S corporate, nor the local XXXX XXXX  store responded to any of my numerous email or phone inquiries regarding the location or status of the merchandise. 

On XX/XX/20, I went into the store and was finally able to verify that the merchandise was in stock at the local store, and that they could begin my background check on that date. I filled out the paperwork and they used my {$650.00} original charge as a deposit. I was told to contact CHASE and reverse the dispute, which I did on the morning of XX/XX/20 ( CHASE Disputes was closed by that time on XX/XX/20 ). I called CHASE on XX/XX/20 and indicated that the dispute was resolved with the merchant. The {$650.00} charge was rebilled to my card on XX/XX/20. I was only able to get in the store on XX/XX/20 when I was told that the order was cancelled on XX/XX/20. I disputed the transaction again since the charge remained on my account even though the merchant - XXXX XXXX - claimed that it was cancelled. I spoke to a CHASE Disputes representative on XX/XX/20 after my dispute was denied who indicated that I needed a receipt indicating that the merchant cancelled the order. I went to the merchant store on XX/XX/20 and the merchant provided me with a cancellation receipt and stated that the order was entirely cancelled. I submitted this to CHASE and asked them to reopen the dispute. I received a notice on XX/XX/20 that CHASE denied the reopened dispute even though I did not receive the ordered merchandise, confirmed with the merchant that the order is cancelled and the receipt I provided indicates that credit is due.

Company response to consumer: Closed with explanation