Consumer complaint received 2016-03-11
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
After several weeks of trying to work out the logistics of a return for defective merchandise with a vendor and realizing that we were not getting anywhere with them, I contacted Chase in order to dispute the charges with them on XXXX XXXX, XXXX. I explained the issue and that the vendor had agreed that their merchandise was faulty and that they would take back the item, however, we would be responsible for expenses associated with the shipping ( it was a dining table base so it was quite heavy and crating was necessary ). I gave all the requested information as to dates, amounts, contact information for the vendor, my contact info, as well as offered to send video documentation of the defective merchandise. The customer service rep stated that a temporary credit would be applied to the account and they would begin the dispute process. In XX/XX/XXXX, when reviewing our statement, I noticed that this charge had not been applied, nor had I received any written information regarding the dispute. I called and was told that " for some reason '' the dispute had not been processed and was assured that it would be taken care of. It was a month later when I noticed that the temporary chargeback had STILL not been completed so I began following up with Chase regularly to find out why this was taking so long. After speaking with supervisors, it became apparent that even though we had filed the dispute within the appropriate timeframe, since Chase had failed to submit the claim in a timely manner and the window for filing the dispute had passed. Over the coming weeks, we spent considerable time following up trying to get resolution. We explained, and they admitted fault, that Chase had dropped the ball and had not submitted our claim in time, even though we had done everything we were supposed to have done. They contacted the vendor who was still willing to take the table back, but were still unwilling to negotiate costs associated with shipping, which was the reason for our original dispute complaint. We were told that the timeframe had passed and since the vendor was willing to work with us, Chase was going to close our case. This whole experience was very frustrating. We did everything we were supposed to do and the ball was dropped, not once or twice, but more than 3 separate times we had to contact them for a resolution to a dispute which they had done nothing with. The only time we received anything in writing regards to this was on XXXX XXXX, XXXX when they sent a form letter with inconsistent information and implying that we were going to have the charges that were never removed from the account added back on to our next statement. As a result of Chase 's negligence in handling this dispute, this has cost us thousands of dollars in time and resources to get it back to the vendor in order to get some of the money returned. We are a small owned business so this has impacted us. We would like Chase to be accountable for the handling of this transaction and make it right.

Company response to consumer: Closed with explanation