Consumer complaint received 2021-08-18
Company: JPMORGAN CHASE & CO.
State: CA
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 had purchased an automotive lighting product ( specifically tail lights for my year/make/model of vehicle ) from a vendor via XXXX ( with XXXX XXXX and XXXX XXXX XXXX ). I paid in two installments ( $ XX/XX/XXXX {$1000.00} and XXXX {$1200.00} ). 

Due to the timing being during the peak of the pandemic, I was unable to take the product to a professional for installation until XX/XX/XXXX as many reputable XXXX service professionals had severely restricted hours and limited appointments. During that time, I had tried to install the lights myself but I have very little expertise and made no progress. 

Once I was able to get the product to a professional, we tried daily ( and communicated with the vendor during the process ) for approximately 2 months to get the product to work. We later learned ( and this was confirmed by the seller ) that the product was defective and not compatible with my vehicle. We tried to figure out some solutions with that knowledge, but to no avail. 

The vendor provides a 1 year warranty ( exp XX/XX/XXXX ) with his products, so I contacted the vendor about using the warranty to resolve/remedy the situation. I suggested a refund, replacement product, or to send the product back to have him repair it. He told me that the product worked when he sent it out and it is not his problem that it doesnt work with my car or that my car is defective ( which it is not, if it was there would have been recalls etc ). As such, he refused to honor his warranty in any capacity. After constant back and forth, he later admitted that when he tested the product, he did not test whether or not it was compatible with my vehicle or any similar vehicle. He had hooked it up to a simple battery that does not emulate that of my vehicle. Given his refusal to cooperate or honor his warranty regarding a defective product, I moved to dispute the transaction. 

XXXX refused to dispute the transaction, despite the buyers protection. I called Chase somewhere between XXXX XXXX of XXXX to initiate a dispute/investigation. I received provisional credits matching the original charges on XX/XX/XXXX. However, I received no notification in any capacity ( written, phone, email, or online secure message ) that an investigation was actually initiated. I contacted Chase after 15 days to confirm my address and contact info, all of which was correct and already on file. On XX/XX/XXXX, the provisional credits were reversed with no advance notice and I still had not received any notification regarding the investigation. I feel that there should be some kind of regulation involving this situation and communication with clients about disputes/investigations as well as being notified before removal of funds. 

I was very upset that I had not been given a request or opportunity at any point to provide more information or evidence for the investigation and that I was never given an opportunity to help in the investigation. I called Chase on XX/XX/XXXX to inquire about the investigation. I was told nothing more than that I must contact the merchant. As the merchant is uncooperative, it appears I am stuck. 

Up until now I have been very happy with Chase. Unfortunately I am not a high net worth client, so I understand that my needs may not be a priority, but Ive been satisfied to the point where I keep all the money I can with Chase. I sincerely hope this experience doesnt ruin years of excellent service.

Company response to consumer: Closed with explanation