Consumer complaint received 2020-06-26
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO. (TX)

Dear CFPB, Write Up I Sent Chase : On XX/XX/XXXX at XXXX CST, I ( Primary Account Holder ) made a purchase on XXXX for the purchase of two ( 2 ) brand new XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX computers. The price of each device was {$990.00} and with tax came out to be {$2100.00} that was paid via XXXX to the seller XXXX whos name is XXXX XXXX per the details provided on XXXX/XXXX. The transaction was paid for using my card ending in XXXX via XXXX. Upon checking XXXX after an hour or so, clicking on the product link brought me to a page that stated XXXX was now an inactive seller, the account was deleted, and the computers no longer available. I immediately emailed XXXX through XXXX  platform and told them that I had paid for the item but it had gotten cancelled. It wouldnt even allow me to reach out to the seller. I needed XXXX to immediately cancel the order and refund my money through XXXX. 

I began receiving written correspondence, somehow, through XXXX   dispute platform from the seller asking me for my personal email ( against XXXX policy ) to resolve the claim. After I communicated to him that I just wanted to obtain a refund, he agreed that he would refund the money. Shortly thereafter, I received a shipping notification ( XXXX # XXXX ) that stated the product had been delivered. What immediately jumps out that this is a scam is that the weight of a single XXXX XXXX XXXX XXXX XXXX is 4.06lbs. I ordered two ( 2 ) of these devices. At a minimum, not counting accessories or any of the additional packaging and materials that comes from XXXX, the XXXX tracking number should have reflected 8.12lbs. However, the tracking shows a total weight of 2.2lbs. This is red flag # 1. The next issue that comes up is that if I made the purchase on XX/XX/XXXX at XXXX CST. How on earth do I have a tracking number that begins on XX/XX/XXXX where a label is created at XXXX CST and the computers are shipped out at XXXX CST on XX/XX/XXXX. This is more than 24 hours before I made the purchase, let alone this was so late at night that its physically impossible. This is red flag # 2.

I have provided 25+ screenshots of communication between the seller, XXXX , evidence, etc for you all to review. I am both a Chase Sapphire Reserve and Chase Sapphire Banking customer. I understand theres a process for these types of investigations but I wish there was more due diligence made, especially consider the details I provided above as well as the amount. I am requesting a full investigation of this transaction and dispute along with the documentation Ive provided for your review. I feel strongly that if your investigator reviews these details and documentation in more depth, they will determine that this transaction was fraudulent and Chase is able to refund me money. If there are other avenues that I need to explore ( i.e. XXXX or CFPB Complaints ), let me know but Im confident we can come to the appropriate resolution here directly. 

I look forward to your prompt reply to this message so that we can reach a resolution. Ive been a Chase customer for several years and have always been thankful for the service you provide. I can be reached at. Please let me know what additional documentation I can provide to assist with your investigation. 

___________________________________________________ Response From Chase : I was told by Chase Fraud that because an item was " delivered '' that they lost the dispute. I called their customer service on XX/XX/XXXX at XXXX CST and spoke with two representatives who told me that I'm now on the hook for the charge. They said that I had to prove that I returned something back to the seller. I emphatically told them how on earth am I supposed to do that when nothing was delivered. They said that wasn't something they could help with. I reiterated that a tracking number was falsified and created before the item was even purchased. The weights are off as well and literally nothing was delivered. They told me that there was nothing I could do and that I needed to contact their executive relations mail address for further discussion. Additionally, they told me that I was outside of my time frame for a dispute which also doesn't make any sense given that this was escalated immediately after the transaction was made. I'm so frustrated because I did everything correctly as a consumer and provided evidence and am being told that it's not " good enough ''.