Consumer complaint received 2020-05-05
Company: JPMORGAN CHASE & CO.
State: FL
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 placed an online order of coffee machine XXXX  XXXX from XXXX on XX/XX/XXXX of XXXX. The item supposed to arrive on the XX/XX/XXXX and I received a box empty. I called XXXX immediately for help on the same night and they told me to dispute the charge since they couldnt help with that. I called Chase the next morning to start the dispute process ( XX/XX/XXXX ). Soon after the call with Chase the item showed up at my door but at this point it was too late. The item was supposed to be the XXXX gift for my friend and I received after XXXX so there was no point to keep. I already initiated the dispute with Chase earlier so I called Chase again to cancel the dispute and start the return process to receive my money back because it would be wrong to start a dispute but having an item in hand. I mailed it back to XXXX on the XXXX of XXXX around XXXX XXXX with the tracking number ( XXXX ) and I received a refund confirmation from the email for the refund of {$3000.00} immediately after I dropped of the package ( XXXX minus the shipping charge of {$49.00} ). Ever since then I have never received the refund from XXXX for the any amount whatsoever. I called XXXX after one week to check my refund status and they told me they received the item back and they are now aware of the dispute I placed. I told XXXX I canceled the dispute, returned the item back to XXXX and all I need know is to receive a refund because technicially the dispute was cancelled and I returned the merchandise. They agreed to it and the last communication I received from XXXX was around XX/XX/XXXX. XXXX told me they already refunded me but I wasnt sure if they referenced to the dispute or the actual item that I returned back to them. After a few weeks of unsuccessfully retrieving the refund, I went back to Chase and re-initiated the dispute with my credit card company on XXXX of XXXX providing all the information I had at the time including the tracking number and the refund confirmation email from XXXX but I never received any money back. 
Ever since the reopen dispute with Chase in the late of XXXX I never heard back from Chase or any updates from Chase. I assumed they were taking time to investigate because of the complication process ( open-cancel-reopen ) and with the COVID-19 I thought the process was taking longer than usual. However, on XX/XX/XXXX, Chase sent me the later saying the charge is valid ( see attachment ) and the fund were returned back to XXXX on XX/XX/XXXX when I canceled the dispute on XX/XX/XXXX. Chase can not assist me any further. It is up to XXXX to find the fund. 
I was furious and lost so I decided to call XXXX and Chase again as a liaison to ask for the latest status. I spoke to XXXX XXXX from Advocacy team from XXXX  ( XX/XX/XXXX ) and was advised that XXXX accepted the dispute report received from my bank and accepted the refund credit to be issued to me through my financial institution which doesnt make any sense. I thought she referenced the original dispute so I had to send an email and explain the whole story to her but she never responded. I decided to call Chase again and spoke to XXXX ( Chase Dispute Supervisor ) and she said that Chase already canceled the refund and the fund went back to XXXX and advised me to call XXXX to ask them where the fund is ( I found this similar to the letter I received from Chase on XX/XX/XXXX ). At this point I was transferred to XXXX XXXX who is also the customer advocacy at XXXX ( XX/XX/XXXX ) and she advised me if Chase already canceled the refund then it would be an ARN number showing the bank send the funds over to XXXX. I called Chase again and spoke to XXXX this morning ( XX/XX/XXXX ) and asked her what the ARN number would be when Chase sent back the fund to XXXX and she didnt know but keep telling me to wait and wait. XXXX mentioned that it should take up to 45 days for the merchant to receive the fund back to their bank account but it looks like it has been almost 130 days at this point. Im officially tired and want to settle this issue.

Company response to consumer: Closed with explanation