Consumer complaint received 2022-04-12
Company: JPMORGAN CHASE & CO.
State: NY
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:
To whom this may concern, I am writing in merit to my dispute with my dispute with Chase XXXX regarding merchant XX/XX/XXXX XXXX {$2300.00}. It seems that my documentation was not received on time despite me providing the documentation the same day that I received the letter to do so XX/XX/XXXX and needing to be in by XX/XX/XXXX. The case was closed on XX/XX/XXXX as documentation not received despite me uploading the documentation on time. On XX/XX/XXXX I was asked to write a letter to reopen the dispute and that the coding for the dispute was changed as item damaged and not item not received which was another error created by Chase dispute. I uploaded the information and letter on XX/XX/XXXX detailing the following details listend below. 

In closing my dispute the merchant allegations were completely false. First of all I never claimed that I did not receive my order, quite the opposite I was shipped a defective duffle bag whose zipper stuck and I RETURNED the duffle bag the defective using the merchant prepaid XXXX  return label the merchant assumes all responsibility. Secondly, the merchant did not ship the item to me using USPS ; they shipped the duffle bag using XXXX. The rebuttal by the merchant is riddled with errors and misinformation which is enough to close the case. 

I returned the duffle bag using the merchant 's XXXX  prepaid return label on XX/XX/XXXX, after the pick up scan the package went missing for 14 days, the distance from my home to XXXX CT is less than XXXX miles and the item should have been delivered on XX/XX/XXXX back to the merchant. I contacted the merchant and was told that XXXX could not locate the package. Finally on XX/XX/XXXX, the package was located and delivered back to the merchant. When I contacted XXXX  I was told the only XXXX could file a claim for lost or missing items as the PREPAID return label was issued by XXXX and they could not give me any information or allow me to start a trace. 

To date, I have not received a refund from the merchant. The XXXX  return tracking number from the merchants prepaid return label is XXXX which shows a pickup scan for the item, a missing scan for the item, and finally a delivery scan for the item directly from XXXX. 
I am also attaching screenshots from the merchants website that shows the order number, that the item was received on XX/XX/XXXX, and a return order summary in addition to the proof of delivery from XXXX and proof from Chase emails that my documents were uploaded on time. 

Despite providing all this nformation two times today I receive a letter dated XX/XX/XXXX stating that there was no billing error. When I called and spoke to a supervisor named XXXX I was told that the claim was closed because my document were not received on time and was given a phone number to XXXX as there was nothing they could do for me. I

Company response to consumer: Closed with explanation