Consumer complaint received 2020-12-04
Company: JPMORGAN CHASE & CO.
State: KS
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:
XXXX : I was able to prove that I never received the item I paid for and now the credit card company is claiming the charge is still valid because too much time has elapsed since they first communicated with the merchant. The credit card company is claiming that there is a 30 day time limit in which for them to respond to a merchant when it involves a dispute. Supposedly after 30 days they are no longer required to refund the money. However this seems to contradict 16 CFR Part 435. No where in my card services agreement, nor on the companys website does it mention that there is a 30 day limit for them to respond to a merchant. From what I can gather, this is a self imposed agreement that they have with Visa, and based upon this they are refusing to refund me entirely. After filing several disputes with my credit card company, they did finally credit me {$100.00}. However, I had to call and talk to a supervisor in order to get this much. They did not offer this to in the resolution letter that I received, dated XX/XX/20. 

The biggest headache is not the money lost, the biggest problem I have is how archaic and burdensome the dispute process is. My credit card company does not allow disputes to be filed online. They intentionally conceal the email address for submitting disputes and supporting documentation. It also takes 3 days for things to be uploaded into their system before a dispute representative can see the documentation. They also will not acknowledge receipt of emails or faxes. Furthermore, they do not upload to the customers account what they have received from the customer, so that the customer can verify what was received. A customer can buy a house and exchange PII on their website, but a customer is not permitted to interact with the dispute department, except by phone or mail. 

The second biggest problem I have is with how easy credit card companies have made it for online merchants to scam customers. The merchant provides a tracking number that shows a package was delivered to a corresponding city/zip code and the credit card company considers this compelling evidence in which to claim that the charge is valid. The credit card companies should have to verify the actual address of delivery and not just the city/zip code. Furthermore the credit card company should have to verify this with the shipping company and not base their findings off of a document provided by merchant. It is a conflict of interest for the merchant to provide this ; just as much as it is for me as the buyer to provide it. Either one, the buyer or the seller could be trying to defraud the other. It should be up to the credit card company to verify the actual address corresponds with the tracking number provide by the merchant. In my case, the credit card company did not verify that my address matched the address to that on the tracking number. Because of this, I am being held liable for {$350.00}. 

On XX/XX/20 I tried to purchase something on a website and was billed {$350.00} for my purchase, however I have never received the item I purchased. The seller provided me with three different tracking numbers, the first of which showed an item was shipped and delivered before my purchase date. The shipping company confirmed with me that all three tracking numbers were not associated with my address. They were associate with my zip code but not my name or my street address. I filed a dispute with my credit card company and it was acknowledged by them on XX/XX/20. They informed me that the only way I could file a dispute was by fax or mail. I asked them if there was an email address for which I could send documentation to but I was told that there was not one. On XX/XX/20 I was informed that the charge was considered valid because the merchant shipped the item to my address. I feel that the credit card company is not doing their due diligence to verify the addresses involved. Going to the shipping companys website, entering a tracking and matching the zip codes is not compelling evidence ( as defined by Visa ). That standard for evidence is too low. The credit card company never verified that the tracking number ( s ) involved were in fact associated with my complete address. All they did was match the city/zip code. The shipping company gave me proof that these tracking numbers were not associated with me, my purchase or my address. I tried to provide this information to my credit card company in a timely manner, however their dispute system is archaic by todays standards. I again contacted the credit card dispute department again and they refused to give me an email address but encouraged me to file another claim disputing the charge. They insisted that I fax or mail the documentation. I filed another dispute and was denied XX/XX/20. I faxed them another dispute request on XX/XX/20. I have proof of delivery for the fax but the credit card company says they did not receive the fax. I filed another dispute on XX/XX/20 and was denied on XX/XX/20. I filed another dispute and was denied on XX/XX/20 due to too much time being expired since the transaction took place.

Company response to consumer: Closed with monetary relief