Consumer complaint received 2021-10-29
Company: JPMORGAN CHASE & CO.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am writing this correspondence regarding the grossly negligent mishandling of a disputed claim against a vendor by the investigation body at Chase bank. We purchased a misting machine for our outdoor patio from a company named XXXX. After much delay, we received a partial delivery of the product. We attempted to work with the company owner named XXXX XXXX to procure the missing parts necessary to install the unit. Mr. XXXX had promised to ship the missing pieces by XXXX XXXX XXXX XXXX. We never received the components, and we waited multiple weeks to see if he could make good on his promise. My wife re-contacted XXXX XXXX numerous times to obtain an update on the delivery of the missing items. XXXX XXXX provided one excuse after another as to why we had not received what we had paid for. We decided to return the merchandise to him. The mister cost XXXX ; we paid for the item using our XXXX XXXX Credit Card. 

My wife attempted to initiate a return merchandise authorization on XXXX 's website. The section where it prompts you to put in your information to do the return is nonfunctional. She then called Mr. XXXX directly to facilitate the return process. When she called to speak to him to discuss returning the product, he did not answer. She left him a voice message advising she wanted to return the product. XXXX never bothered to return her call. She followed up with him by repeatedly calling him to leave voice messages and emails. Still, Mr. XXXX never responded. 

It became apparent that XXXX had no intentions of providing a way for us to return the product. He just wanted us to go away. At this point, I got involved, repackaged the product, and took it to the postage store to send it back to him. I paid for the insurance as it is a high-value item and the cost to ship it. Mr. XXXX or his agent received the merchandise as they signed for it. I have already provided proof of that fact to Chase. My wife contacted Chase to file a complaint against the vendor. She explained in greater detail what had occurred to the Chase customer service rep taking the complaint. Chase reversed the charge pending further investigation into the matter. The agent. compiling the information, had advised the conversation was being recorded. 



On XXXX XX/XX/2021, I reviewed my credit statement online when I discovered Chase had rebilled me for the {$1900.00}. Upon making this discovery at about XXXXXXXX XXXX, we re-contacted Chase to understand why they had rebilled us. The agent advised a letter was mailed to us on XXXX XX/XX/2021 detailing their finding. Most importantly, we received the Chase investigatory letter of finding on XXXX XX/XX/2021. My point is Chase had already refunded the money back to Mr. XXXX. Without allowing us to present evidence in support of the complaint. Chase elected to reverse the charge from my perspective without promptly notifying us. We had evidence on hand to support our position. In fact, at no point during this investigation did Chase ask us for any documentation. Also, I like to note, during our conversation with the rep. My wife and I reiterated the complaint we had initially made when we first called-conversation recorded per the agent. 




On the other side of the token, a Chase rep. contacted the vendor, and he provided proof of delivery, but he said nothing about receiving the product back. To be clear, we never denied receiving the product from him. Per my conversation with a Customer Supervisor Rep. identified as XXXX XXXX, Chase sided with the vendor because we received the product. To be sure, that was never what we explained occurred. I believe the initial rep. did not accurately describe what we said happened.

I request that the recorded conversation between the Chase rep. and my wife be reviewed as part of the investigation. I disagree that we told the Chase rep that we never received the product. I affirm that we received the product and returned it in a reasonable amount of time. As things stand now, Mr. XXXX has our money and the merchandise we returned. The individual ( s ) at Chase tasked with conducting this investigation failed to complete a thorough and impartial investigation. I also feel that someone at Chase does not want to be responsible for the mishandling of this investigation, so they want me to absorb their mistake. 




I was unable to speak to someone above a supervisor. I want this investigation to be re-opened, and the facts of our dispute investigated. Should you have any questions, please give me at XXXX or reach me by email at XXXX. I do not expect you to call me, but someone with real decision-making power would be of great importance to me. 



Respectfully XXXX XXXX

Company response to consumer: Closed with explanation