Consumer complaint received 2017-06-20
Company: JPMORGAN CHASE & CO.
State: TN
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 made purchase XXXX/XXXX/XXXX ( merchandise was going to be shipped, I did not receive product at time of purchase ) in the amount of {$4300.00}. I later that evening had buyers remorse but MORE SO, I felt I had been taken advantage of, scammed. So at that time I researched the company online and found numerous complaints. There were many people that had had the same exact sales pitch ( pulled into store from sidewalk offering free gift for allowing them to perform facial to promote their product, felt pressured, etc, etc ). After some time, the store had already closed so they were rushing to " finish the deal '' with this being the case, complete, proper information and details of sale WERE NOT PROVIDED. I was still in spa chair when sales slip was brought to me sign. I quickly signed, I did not notice in very small print on bottom the statement No Refunds only 14 day exchanges. I also filled out a Shipping Authorization Form with my name and address information for them to ship products. On this form it states, ONCE PACKAGE HAS BEEN SHIPPED THE ORDER CAN NOT BE CANCELLED. The following morning XXXX/XXXX/XXXX at XXXX XXXX. I called and spoke to XXXX and told her I wanted to cancel my order. She said she would have to call the store to see what they could do because she was n't authorized. She called me back and said the store would not allow me to cancel because of the No Refunds Policy, 14 day exchanges only. After long drawn out conversation XXXX stated that 14 day exchanges was not exactly correct. If you realize you are n't satisfied with a product past that time period, they would exchange it. ( So what is the correct policy I am asking myself? ) She also stated I was verbally told of the policy and that statement is NOT TRUE. I WAS NOT VERBALLY GIVEN THAT INFORMATION. Anyway, XXXX eventually offered me a {$1000.00} discount to not cancel. Again, I thought that was even odd, ( why offer me a discount if they have provided fair, honest, satisfactory service? ) I told her that was unacceptable I wanted a full refund. I told her if package was shipped I would not accept it. The later dropped off package at XXXX XXXX at XXXX XXXX., SEVERAL HOURS AFTER I HAD CANCELLED!! I later called Chase and also sent them a letter dated XXXX/XXXX/XXXX disputing the charge. I gave them all details. Chase reversed charges while they investigated. I later received a letter from Chase dated XXXX/XXXX/XXXX post marked XXXX/XXXX/XXXX stating they had ruled in the merchants behalf. They stated Chase could not change the merchants " No refund policy. '' Included with the Chase letter they included copy of the letter the merchant ( XXXX XXXX ) had sent them ( I have found they have at least four different company names ). This letter was full of dishonest, inaccurate information. For example, " made an initial purchase of {$750.00}. '' I did no such thing! Did not happen. Also, something about " bad phone number for Customer Service?? '' I provided proof of call to cancel from my XXXX bill dated XXXX/XXXX/XXXX XXXX XXXX. phone # XXXX. This is supposedly their corporate office? I also researched this, the name on the bldg. is XXXX XXXX XXXX XXXX. I guess they have a desk there? ) I continued to ask, " what about the Shipping Auth.form stating Once package has been shipped the order can not be cancelled? '' I had proof I had cancelled order prior to shipping. I had included with my letter that I had sent Chase, my XXXX bill with proof of call ( s ) to merchant. Along with all documentation. Every time I have spoke to a Chase representative the only thing they say is the statement " No refund policy. '' I honestly do not believe Chase did a thorough investigation of this dispute. I do n't think they looked at any of my documentation I provided. Also, THEY OBVIOUSLY HAD N'T RESOLVED THE DISPUTE WITHIN THE TWO BILLING CYCLE REQUIREMENT!! I have mentioned this numerous times and whomever I 'm speaking with at Chase and I never get a response, they act as if they do n't know what I 'm talking about? After receiving XXXX.letter, I called left messages twice. Then resubmitted all information as I was instructed by XXXX in disputes dept. of Chase on XXXX/XXXX/XXXX approx XXXX XXXX He stated if I did n't agree with their findings I could resubmit everything. I had n't heard anything from Chase after speaking with XXXX on that date. I called on XXXX/XXXX/XXXX spoke to XXXX supposedly a supervisor disputes dept of Chase. Again, only thing I am told is " No refund policy. '' I asked her if anyone had actually read any of my documents, of course she could n't answer that question. I asked to speak to her Manager, she told me she was as high as it went. I said no, I 'm sure she has a manager, who can I talk to? She was very rude and certainly reluctant to give me any further information. She eventually said I could escalate the dispute to the Executive Office. I asked her how I could reach them and she gave me their address. So, I typed another letter, submitted all documentation and mailed certified mail on XXXX/XXXX/XXXX not only to Executive Office address she gave me but I included copies to XXXX XXXX, Executive VP Customer Service and XXXX XXXX XXXX, CEO XXXX XXXX XXXX. Interesting enough, I received a call on XXXX/XXXX/XXXX from XXXX with the Executive Office. I had submitted an online message regarding my XXXX XXXX statement. I did n't receive one AND THERE WAS N'T ONE ON THE WEBSITE. So, I had inquired why? XXXX then informed me I had a XXXX  balance and there had been no activity on the account, therefore NO statement is generated. This proves that they had n't resolved the dispute within two billing cycles, I had a XXXX balance and their letter was dated XXXX/XXXX/XXXX. I mentioned to him I thought he was calling regarding dispute and/or past due payment? I then continued to give him all of the background information about the dispute. I told him I had sent three certified mail packages XXXX/XXXX/XXXX and they had n't had time to get there yet. He was very respectful and stated he would get with the merchant services department and get back to me. Well, I received a call back from him earlier today which prompted me to file this complaint. He started telling me all the same information I have heard now for going on nine months. No refund policy, the merchant had told me no refund. I asked him, " what about the violation of the Fair Credit Billing Act? '' There is silence on the other end of the phone and he acts as if you does n't have a clue about that? Maybe he does n't? So, where I stand currently is this balance is still on my account. The merchant has the product, I only have the bill! Delinquent account has been recorded to credit bureaus which definitely upsets me! I have never had a delinquent account. My credit is important to me and I pay my bills! I made that statement to Chase as well. I have had that account over 20 years and have never been delinquent. That should have given them a red flag that there was a reason for non-payment. The three certified packages I sent may be received today? So they have n't had time to respond to them. I would appreciate all the help I can get. I plan to file a complaint about this business too. They are taking advantage of people and they know it. I want to worn others to hopefully prevent anyone else to have to deal with this issue. I would love to put them out of business! I have probably forgotten something? I appreciate any assistance you can give me. Thank you, XXXX

Company response to consumer: Closed with explanation