Consumer complaint received 2019-08-20
Company: JPMORGAN CHASE & CO.
State: AZ
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:
Merchant: XXXX - XXXX  XXXX XXXX, #XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX.  Tel No. XXXX-XXXX-XXXX XXXX/XXXX  XXXX.  Chase Sapphire VisaDispute of Transactions from Merchant XXXX from whom I had not received the goods but Chase is still charging me for the amount.I detail below the incident leading up to the claim and Chase handling of the issue.  I have provided proof to show that I had not collected the goods and the merchant is fraudulently claiming to the contrary and Chase closing the dispute in favor of Merchant.  I would like to add that my sister was with me during this purchase and can support me (including providing sworn statement) in all what I have written about the incident below.1) I went to XXXX  to do some shopping for my daughter's wedding where I was also purchasing items for relatives (living in the US) who were directly participating in the wedding activities.  I selected and paid for the disputed items at the store XXXX  on the XX/XX/XXXX (Saturday).  I specifically told them that I might have to come back if the individuals for whom they were purchased, were not happy with the design.  I was at no stage informed that they do not refund any payments.  2) XXXX  wanted me to split the payments into small amounts and use different cards to make it easy for them to process such a large amount, which I did.  Three different payments to XXXX, totaling INR XXXX, made on the same day. (Paid with Chase Card INR XXXX-$XXXX ; Paid with Chase Card INR XXXX-$XXXX;  Paid with XXXX card INR XXXX-$XXXX)3) I was told to come back on Tuesday the XX/XX/XXXX as the store had to prepare the items.  I wish to emphasize here that the items purchased were all straight off-the-shelf and did not require any alterations.  XXXX claimed they needed to iron and fold properly to transport to the US.4) Since some of the original choice of items were not acceptable to the individuals, I had purchased them for, I requested a refund for these.  I tried to speak to the Store Owner twice - on the Sunday the XX/XX/XXXX (visiting the store) and the Monday the XX/XX/XXXX (by phone), without any success.  I then emailed him on the XX/XX/XXXX and also sent a copy of the email by registered post asking for a refund for the unwanted items.  5) I initiated the cancellation of the full order and did not collect the items on the advice of the Credit Card Representative on the XX/XX/XXXX.6) XX/XX/19 - I initiated dispute with the Credit Card Companies, Chase Visa and US XXXX7) XX/XX/19 - I returned to US.8) XX/XX/19 – Uploaded supporting documentation via Chase Secure Message Center (Included the email conversation with the store owner)9) XX/XX/19 – Uploaded additional documentation via Chase Secure Message Center (Included receipts from another Mens Store receipts to prove that I purchased identical items from another store) 10) XX/XX/19 - Chase ruled dispute in favor of the Merchant XXXX 11) XX/XX/19 - Appealed the decision, providing other supporting documentation to prove that it was a common practice in India to stamp "DELIVERED" in addition to "PAID". XXXX XXXX receipts did not have 'DELIVERED'12) Chase Declined the Appeal as well (Letter dated XX/XX/XXXX from Chase).  I am still waiting to hear from the US XXXX on this matter for the amount of $XXXX.Proof that items were not collected:It is customary in XXXX for the stores to stamp 'DELIVERED' on the receipts when the items are collected.  Without this stamp, the security guard at the entrance will not allow anyone to leave the store with the shop items.  I sent few photos of receipts from various other purchases I had made in India as evidence of this practice.  This will show you that I had NOT collected any of the items from XXXX I had paid for using my credit cards.  The receipts from XXXX  did NOT have this stamp.  This indicates that I never picked up any of the items from store.Merchant is now claiming that I had collected the goods without providing proof that I collected the goods, as per the Representative from Chase.Even after appeal, Chase ruled in favor of Merchant when I have clearly shown that I did not collect the goods.I am a US Citizen and only traveled to India to purchase the items for my daughter's wedding.   I hope you can help me resolve this issue.

Company response to consumer: Closed with explanation