Consumer complaint received 2016-07-24
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card
Issue: Billing disputes

Complaint:
I purchased a specialty lamp costing approximately {$290.00} with shipping fee, made by XXXX, and sold by XXXX on XXXX/XXXX/XXXX. The person I dealt with was XXXX XXXX of XXXX I asked a lot of questions about the product, a " full spectrum '' lighting device. Whenever I emailed or called XXXX with my questions, I was referred to XXXX, and spoke to XXXX XXXX. I asked her questions about their return policy before I ordered the product. All she stated to me was that I would have to return the lamp in its original packaging, and ship it at my own expense. At no time did she mention any other charges. Nor did she ever tell me that I needed to consult anything on their website. I relied on her description of their return policy. 

The lamp turned out to not be what I had wanted. I immediately contacted the company the day after I received the lamp, asking to return it. We agreed I would return it in the original packaging as soon as it was safe to go outdoors, as XXXX was having XXXX. Some time in XXXX, I shipped the item back, paying {$33.00} for Priority Mail, with tracking. I have my XXXX. receipt. At some point, I became aware that I was not being given a full refund on my purchase price of {$290.00}. 

On XXXX XXXX, XXXX, I filed a complaint with the NYS Attorney General. The response they received attached an invoice, showing a credit was applied to my account on XXXX XXXX, XXXX. 

XXXX had deducted {$41.00} from the refund of the total purchase price, claiming it was a " restocking '' fee. As I wrote in my complaints, in none of my conversations with them, nor on the website I saw when I XXXX the product, does it state they will impose a " restocking fee '' for returning the product. XXXX XXXX claims the " restocking fee '' is optional. I had no way of knowing whether or not or how much they 'd charge me for a " restocking fee '' when I spent over half an hour on the phone with XXXX XXXX, packing up the lamp, which came in a complicated packaging configuration. 

I promptly contacted Chase Visa to contest the charge, on XXXX XXXX, XXXX. A copy of that letter is attached. On that same day, I filed a complaint with the NYS Attorney General 's Internet Bureau. I sent them a second letter in XXXX, XXXX. 

In response to my complaint to the Attorney General 's office, I have a receipt from XXXX showing they gave me a partial refund to my XXXX account on XXXX XXXX, XXXX, when they received the lamp back, minus {$41.00} However, when I spoke with Chase Visa today, they deny seeing any credits at all for the {$290.00} purchase ever posting on this item between XXXX and XXXX. This is absolutely confounding. I have no idea whether Chase is in error. As two Chase reps today denied ever receiving my XXXX XXXX, XXXX letter or my XXXX XXXX, XXXX inquiry as to the status of my contesting the entire charge, I have no idea what Chase has done, as they have never responded in writing to my 2 inquiry letters, and their records show they never received those 2 letters to me, which were sent via regular First Class mail and never returned marked " undeliverable ''. The NYS ATtorney General was unable to mediate the claim. 

I would appreciate your assistance. I would like to fax documents to you, as I do not own a scanner.

Company response to consumer: Closed with monetary relief