Consumer complaint received 2022-08-16
Company: JPMORGAN CHASE & CO.
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I made a purchase on XX/XX/XXXX from XXXX, the merchant, and received an email confirmation that my order was received and said it would be sent out shortly. The next day I received an email asking that I verify the XXXX small amounts that were charged onto my card to validate that I was the cardholder. I promptly responded and once I responded, a couple of hours later, I was told that my purchase was accepted and that my package will be delivered shortly again. I paid for express XXXX shipping and the original delivery date was XX/XX/XXXX. On the XXXX, I had still not received either an email with a tracking number or produce I had purchased so I gave XXXX a call to see what was going on with my order. During that call the representative made me aware that my package had not yet been sent out and apologized for the inconvenience. At this moment, I made the request to change my shipping address and continued to wait for my package. On XXXX XX/XX/XXXX, I received an email confirming that my shipping address had been changed and stating that my " order was approved to be shipped to your new requested shipping address. '' On this same day I received an email from XXXX stating that package had been delivered but there was no package. I checked both locations and nothing from the merchant had arrived. I took the fact that it was holiday season into account when deciding not to rush contacting them again in regards to the matter. But on XX/XX/XXXX, I had no choice but to email XXXX to make a complaint and requested information about my missing package. I got a response on the XXXX, I was told to anticipate an in-depth response within XXXX business days or to try their self service options. So I waited another week before contacting them and on XX/XX/XXXX I asked for a follow up because I still hadn't heard from anyone about anything. XXXX responded on XX/XX/XXXX asking basic questions about the order. I answered and also voiced that I am becoming impatient with waiting on my purchase and that I'd like a refund. XXXX then says that there was going to be an investigation that needed to be conducted and that nothing could be done until the XXXX week investigation period is complete. To my understanding, the investigation process should have started the day I inquired about my package back on the XXXX. I even asked if they'd expedite the investigation process because now it's almost a month since the original purchase. This conversation was held on XX/XX/XXXX. On XX/XX/XXXX, I had still not received any update from XXXX, I notified them that this was ridiculous and asked for an update. They then told me that they had just recently started my investigation, at this point it's been over a month since I made the purchase and I notified them that I was going to handle the matter with my financial institution for further help. Chase gave me the money back then reversed the credit saying that the evidence provided by XXXX shows the package to be delivered and even signed for. In the evidence provided there are multiple discrepancies within the documents as well. On all of the paperwork provided by XXXX it reflects the updated shipping address, but on the tracking information provided by XXXX it says that the package was sent to the original address. I also have email documentation, dating back to XX/XX/XXXX, of the confirmation of my shipping address change which is the same day the package was supposedly delivered, which is impossible. On the document sent to me from Chase with the evidence from XXXX, it says that the " order was shipped to the verified address and was signed for. '' Which is incorrect. The XXXX label indicated that the package was never signed for nor was it delivered to the intended address. All this is evidence that Chase had access to while making their decision but choose to disregard. Below I have attached in depth email conversations between the merchant and I to give an accurate timeline of the situation at hand. The attachments include dates and times per email from the beginning to the end. I've sent over some of these documents before and was told that those documents had been recieved but werent going to be used in determining the outcome of my claim. For what reason? I have no clue but this is not what I'd expect from my financial institution. I just like for my money back. Chase has closed my account because of the matter even after I've given them all the documents they've asked for to support my claim. I've even gone to several branch locations and let everyone from managers to private bankers hear my story and see the documentations both printed and directly from the email. They've validated my claim but this situation is above them and Chase corporate office isn't supporting me as a loyal client.

Company response to consumer: Closed with explanation