Consumer complaint received 2017-03-29
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card
Issue: Billing disputes

Complaint:
I was charged {$270.00} twice on XX/XX/XXXX. This was for an online order for XXXX replica watches from XXXX order placed ( order # XXXX ) on XX/XX/XXXX. Their website address is XXXX. I had initiated a dispute via Chase online on XX/XX/XXXX for 1 of these charges because I immediately saw that the merchant double billed me as I only successfully placed 1 order of {$270.00} on their website. At the time, I was expecting the order to be shipped and did not dispute the 2nd charge for that reason. 

About 2 weeks later, the merchant ( XXXX via the email address XXXX ) notified me that they did not have the items in my order in stock and offered to send a different item that what was ordered. I was already displeased with the merchant as I was double billed ( reason for my XXXX dispute ), overcharged ( order was supposed to be {$250.00} as shown in provided screenshot ), so I requested for the order to be cancelled and payment to be refunded on XXXX chat. The merchant obliged and refunded the 2nd charge on XX/XX/XXXX as I verified on my credit card statement. I was also on my statement that I was granted a credit from Chase as a result of my dispute during the same billing cycle. At this time, I had the understanding that the merchant issued credit was for the 2nd charge of {$270.00} since the order was never fulfilled and I have not contacted the merchant ever since that time until now as I recently found out Chase was taking back their issued credit from my account since they claim 2 credits were issued for 1 charge. After both of the charges were credited, I shortly closed the XXXX account on XX/XX/XXXX with a {$0.00} balance with the understanding that both disputes were resolved. 

To my surprise, I received notice the next month from Chase that the account would be re-opened on XX/XX/XXXX because I was credited twice for the same charge. I immediately disputed their rebill charge. I faxed my appeal to Chase the same month. Ever since that time, Chase was handling this dispute and has requested for more information regarding the dispute and I have pleaded my case that the 1st issued credit from Chase was for the double charge and that the 2nd credit was issued by the merchant for the cancelled order. I had no idea that the merchant had chose to credit the same charge that was already disputed. I did not know of the mix up with credits and charges until I received letters in the mail from Chase for both disputes on XX/XX/XXXX. It is fairly easy for the confusion as both charges were for identical amounts posted the same date. The merchant has refused to honor the credit ever since and I was told by Chase that the merchant can not be forced to issue a refund due to the time that has elapsed. I had disputed both charges in a quick manner, the same month that both were posted. Until this time, I did not realize that the merchant had chosen to credit the charge that was already credited to me temporarily by Chase which I disputed for being double billed. 
I would like to add that the merchant had promised orders would be shipped to the consumer in " 3-30 working days '' from their payment confirmation email. It has been well past the 3-30 days timeframe and I have yet to receive the product as promised. As of today, XX/XX/XXXX, the status for the order is still " pending '' when I am logged into their website and viewing my order history. Merchant has disregarded that I was charged twice, they only admit to refunding me for the 1 charge of {$270.00}. Both charges of {$270.00} should have been credited properly and I should not be responsible for the {$270.00} charge Chase is re-billing my account. Chase handled my dispute in a poor manner and should not stick me to their timeline for disputes as a result. Several months passed since my card was closed and reopened/re-billed for the dispute that has dragged on till now.

Company response to consumer: Closed with monetary relief