Consumer complaint received 2023-01-30
Company: JPMORGAN CHASE & CO.
State: MD
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:
Dear Consumer Financial Protection Bureau ( CFPB ) : I am writing and submitting a complaint to request your help in the unfair treatment and breach of due diligence on behalf of Chase Bank ; and for not providing a recourse mechanism to address Chase Banks faults. I have detailed all the dispute facts in the Dispute History section and included documentation in the Annex section ( documents attached ). I am presenting XXXX complaints against Chase Bank : XXXX. Not taking responsibility for their delayed response regarding claim dispute XXXX. A lack of due diligence and misstating the facts. 
XXXX. Not providing a recourse mechanism for their faults and not informing me of my right to contact the Consumer Financial Protection Bureau. 
XXXX. Expecting a client to pay for their delayed action versus Chase Bank taking responsibility. 

I am seeking the following resolution : XXXX. Remove the charge of {$110.00} and provide an apology for wasting my time. 
XXXX. Take responsibility for their delayed investigation and lack of due diligence. 
XXXX. Set up a recourse mechanism to handle Chase Banks faults, including lack of appropriate action. 


Thank you in advance for your assistance ; I am very grateful for your services and the solution you can provide to hold Chase Bank accountable. 
... .... 
On XX/XX/XXXX I ordered and paid in full for a tailored traditional XXXX shirt in the XXXX of XXXX, XXXX. I made the payment with my Chase credit card for a total of {$110.00}. The agreement is that the person the shirt would be made for would send their measurements and then have final adjustments and pick up the shirt in a couple weeks time. 
A couple of weeks later the tailor had not been in touch and it was impossible to get in touch with the tailor because all of his means of communication were not working. On XX/XX/XXXX, I proceeded to call Chase Bank ( hereinafter Chase ) customer service to report a fraudulent charge because I had not received the promised tailored shirt and was unable to get in touch with the merchant. Chase response was to cancel the charge and look into the matter. The charge was registered on my XX/XX/XXXX Chase statement ( see Annex XXXX ). *See also XXXX XXXX, email to merchant XXXX XXXX regarding the missing tailored shirt. 
Subsequently the tailor, XXXX XXXX, who represents merchant XXXX XXXX was able to get in touch with me to inquire why he had not been paid. I explained he never followed up and it had been impossible to get in touch, thus I had canceled the charge made to my credit card. He apologized and agreed no further transaction would be made. I assumed the issue was concluded. 
However, on XX/XX/XXXX, I reviewed my XX/XX/XXXX Chase statement ( see Annex XXXX ) and to my surprise was being charged {$110.00} for the tailored shirt I never received and which was confirmed by the tailor. I reviewed my online account because I had not been mailed a notification, and saw that there was a Chase letter dated XX/XX/XXXX ( see Annex XXXX ) informing me that I needed to make a payment for {$110.00} because they had deemed the disputed charge valid. 
The content of the XX/XX/XXXX, letter included the following text ( see attached document ). 
However, the statements made by Chase in the XX/XX/XXXX letter were false. First, Chase never contacted the merchant, whom I subsequently spoke to on XX/XX/XXXX confirming this matter. Instead, they contacted XXXX XXXX, a digital and commerce platform, who knew nothing of the matter. Second, as previously explained I never received the merchandise and the tailor did not make this product available to me for pickup, he did not even produce it. This is proven in the same letter that includes an image of my signature and of making the payment. Nowhere does it say that I received the payment or that the item was available for pickup at a specified later date. Furthermore, Chase superseded the allowed XXXX billing cycles to finish looking into the dispute. I should have received a notification in the XX/XX/XXXX statement. 
As briefly mentioned, on XX/XX/XXXX after receiving news that I was being charged for a product I never received I called the merchant via the phone number he had used to previously contact me. I explained what had happened and asked if he had received payment for the tailored shirt. The merchant confirmed he had not heard from XXXX XXXX and had received no payment. 
Immediately on XX/XX/XXXX I called Chase to resolve the matter. Customer service informed me they could not help me via phone and that it was necessary that I submit a letter to dispute the claim. I wrote and uploaded an appeal the letter to Chase on XX/XX/XXXX ( see Annex XXXX ). I stated in the appeal letter that the merchant acknowledged that he did not complete the order and that Chase could confirm this fact with him. Chase acknowledged receipt of my letter via an electronic letter on XX/XX/XXXX ( see Annex XXXX ). 
On XX/XX/XXXX, I was able to get in touch with the merchant again, the merchant sent me a written statement confirming he has not received payment for the tailored shirt and that he never made a delivery to me ( see name in Annex ) of a tailored shirt ( see Annex XXXX ). I uploaded the letter the same day with the necessary claim information regarding the dispute at hand. 
Nevertheless, despite a written statement from the merchant himself on XX/XX/XXXX and my confirmation in the XX/XX/XXXX letter Chase responded on XX/XX/XXXX ( see Annex XXXX ) confirming the transaction as valid, that no billing error had occurred, and I was obligated to pay {$110.00} for a product I never received. **It is important to note that Chase did not provide this letter electronically only via mail and that I received this letter on XX/XX/XXXX. 
On XX/XX/XXXX, when I received the letter, I immediately called the number provided in the letter ( XXXX ). I was assisted by a female representative who did not provide me with her name. The representative reviewed the paperwork and confirmed that although I did not receive the product, confirmed by the merchant, and despite the merchant receiving no money, that it was no longer relevant because too much time had passed and thus, I could not be reimbursed. I pointed out that a lengthy period of time had passed due to Chases delay. However, she said Chase would take no responsibility for their delay and that my only choice was to contact XXXX XXXX. I asked about a further appeal and she said there was no recourse mechanism to further appeal and that I had to just pay the money. Concerning the representatives suggestion to contact XXXX XXXX is irrational. I did not conduct business with XXXX XXXX  it was with XXXX XXXX and I do not even have their contact information.

Company response to consumer: Closed with explanation