Consumer complaint received 2023-01-31
Company: JPMORGAN CHASE & CO.
State: IL
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:
On XX/XX/2022 I attempted to purchase a coffee machine from XXXX  for {$1700.00}. I immediately received a text message alert from Chase Credit Card Fraud Services asking if I was indeed trying to purchase an item from XXXX, that my transaction was blocked as a precaution, and if I was indeed trying to purchase the item I should reprocess the transaction. As I was indeed trying to purchase the item, I resubmitted the order. That day, however, I was feeling nervous about the legitimacy of XXXX Not only had I received the Chase Fraud alert, but the website misspelled, the " contact us '' feature on the website was not functioning, the voicemail of the website 's phone number was unprofessional, and I learned the address of the website 's headquarters was in fact not a real address after searching for it on XXXX. This learning, combined with the initial Chase Fraud alert, caused me to question if I had in fact ordered this coffee machine from a legitimate merchant. As a result, I emailed the merchant and informed them I had placed two orders, only wanted one of them, and hoped I would receive an order confirmation soon. The person at this email address actually replied indicating they would only send one item and it would ship the next business day. However, the email was written in heavily broken XXXX and I had still not received an order confirmation email. As a result, I contacted Chase Fraud, informed them of the situation, and was advised to block these charges and that an investigation would follow. After some time had passed I was informed by Chase that they had contacted the merchant and that the merchant had provided a XXXX tracking number " justifying '' they had in fact shipped me the coffee maker and that the dispute had therefore been closed. Chase provided me with the merchant 's response on XX/XX/2022. This response included the XXXX tracking number in question which showed that a package had indeed been delivered to " a house '' ( not mine ). Interestingly, this particular tracking number had an image of the house where it was delivered and it was clearly not my house or any of my neighbors. Furthermore, the package in the tracking information had small dimensions ( 14 '' x10 '' x7 '' ) and was very light ( 4lbs ). The manufacturer of the coffee maker, however, clearly showed on their website that the coffee maker itself ( without shipping packaging ) was XXXX XXXX XXXX XXXX. It was clear to me that whatever package the merchant was trying to justify had been sent to me was not only not sent to my address, but couldn't possibly have been the product I ordered. Upon re-emailing the merchant to follow up on the status of the shipment, no response could be raised. The phone number was no longer active on their website and the address of the merchant was changed to a foreign address in XXXX. Several weeks later, the website XXXX  was shutdown and listed as inactive by the hosting provider. All of this information was provided to Chase and repeatedly discussed over the course of the last 3 months and it's clear to me the merchant was involved in some sort of fraudulent scheme. I re-contacted Chase to escalate the dispute to a supervisor and the case was reopened in XXXX. However, as of today, Chase Credit Card Fraud services tells me they have re-run their dispute process with the merchant 's bank and have not been able to get the transaction credited, and therefore I'm liable for the charges even though I've never received the product, the merchant 's website and channels of communication no longer seem to exist, and I've provided ample information that clearly shows the merchant never acted in good faith to provide me the product I ordered or provide honest and accurate justification to Chase.

Company response to consumer: Closed with monetary relief