Consumer complaint received 2017-08-20
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:
On XX/XX/XXXX, while traveling abroad in XXXX XXXX, I was taken to XXXX XXXX XXXX by a taxi driver who unbeknownst to me at the time was part of a tourist scam. This tailor scam is unfortunately common in XXXX however I was unaware of this fact as it was my first time visiting the country. I was hesitant to purchase clothing because I would be traveling to multiple cities within the coming weeks, but the salesperson assured me that their company worked with thousands of international/tourist clients and there would be no problem sending items to/from the shop to ensure my satisfaction with the product. Upon receipt of the items a few days later, I immediately recognized that the items were not as promised. They had used cheaper fabric than those I had chosen and the items were comically too large for me. I immediately tried calling the merchant but there was no answer for the multiple days I attempted to reach them. I emailed customer service on XX/XX/XXXX requesting assistance with sending the items back for re-tailoring and followed up onXX/XX/XXXX. Upon my return to the U.S., I filed a dispute with Chase onXX/XX/XXXX. Two weeks later, I received a request for documentation. On XX/XX/XXXX, I submitted receipts, copies of e-mails that I had sent to the merchant, etc. I also e-mailed the merchant to notify them of the filed dispute. I finally received an e-mail response and the merchant requested my home address and telephone number to send a UPS label. I requested a self-addressed return label as I was extremely uncomfortable giving out my personal information to a business associated with a scam. I received no response thereafter, despite sending another e-mail to follow up. Since then, I contacted Chase on numerous occasions regarding this dispute. I was told that my dispute was closed because the merchant claimed to have sent me the UPS label ( which is clearly false since they did n't have my address ). After retelling my story to numerous Chase representatives, my call was finally escalated to a Chase supervisor who told me that as long as I had the merchandise in my possession that they could not re-open the dispute. The Chase supervisor told me to send back the merchandise with a tracking number and that they would re-open the dispute. Otherwise, there was nothing they could do for me. OnXX/XX/XXXX, I went to the post office and spent {$70.00} to ship the package overseas with a tracking number. I was forced to include my home address as part of the mailing process. On XX/XX/XXXX, I went in person to Chase to submit a written dispute and submit the receipt and paper documentation by fax per the instructions of another supervisor XXXX XXXX XXXX XXXX. The Chase branch representative faxed it that day and claimed he could not give me a copy of the fax confirmation because they used an electronic fax and the report contained other confidential information. I followed up in person again on XX/XX/XXXX and when the same branch rep. called, he was told that they never received the fax. Obviously, since there was no fax confirmation ( he claimed they were only available for 48 hours ), I had to drive all the way home to retrieve the documents to have them faxed again. I received a letter from Chase on XX/XX/XXXX stating that the tracking number showed " Attempted to deliver '' which proved that the merchandise had not received the merchant and therefore, they had to close my dispute with still NO RESOLUTION. Upon discussion with the post office, " attempted to deliver '' means that it was delivered to the physical location but no one signed for it. The merchant refused to accept the delivery, which is clear evidence that this merchant 's practices are unethical and dishonest. I was scammed out of {$600.00}, wasted countless hours on the phone with customer service and in-person at Chase locations, spent an additional {$70.00} on mailing the merchandise, no longer even have the merchandise and spent {$400.00} on this card 's annual fee ( the XXXX XXXX ). It 's UNACCEPTABLE that this so-called travel card charges so much for an annual fee yet offers little to NO protection or security for its cardholders traveling abroad. In addition, the absolutely TERRIBLE Chase customer service is appalling.

Company response to consumer: Closed with explanation