Consumer complaint received 2018-12-24
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: JPMORGAN CHASE & CO. (NJ)

XXXX  is engaging in wanton, frequent advertising and credit card fraud. I am a so-called XXXX XXXX  customer. Since I accepted this trial program, XXXX has repeatedly failed to get packages to me in the 2 days advertised for XXXX designated products. It has put me on hold for hours, refused to allow me to speak with a supervisor at least a dozen times, disconnected calls when I am holding for supervisors, switched me around while requiring me to repeat the same information to 2-3 individuals whenever I call XXXX to try to straighten out their repeated failures to deliver items to the correct address, within the 2-day time frame advertised, or by other dates advertised. It has repeatedly failed to refund the full amount of a XXXX designated item that does not arrive in the advertised 2-day period, or even later, as advertised in its XXXX  program. 

Numerous items and orders have been fraudulently handled in this manner. Most recently, I placed 6 different orders with XXXX on XX/XX/2018. I listed the shipping address as an address on record with XXXX where I will be next week in XXXX XXXX, NJ. Instead of using this correct shipping address, that I selected specifically when I placed each order, XXXX substituted my billing address in Maryland for the shipping address. I did not choose my billing address as the shipping address because I will be hundreds of miles from the billing address when each of the items arrives. Yet XXXX will not admit that it has a security, computer software or hacking problem, much less will it ship any of the 6 items to the correct shipping address. I spoke to several people about this, most of whom either disconnected me or refused to allow me to speak to a supervisor when I called repeatedly and asked to speak to one about this. 

Among other numerous falsified, inaccurate and non-existent records related to XXXX ( and other holiday retailers ), there is a consistent pattern of falsified shipping records concerning items that supposedly left shipping facilities that have not actually been picked up yet ; of falsified attempted deliveries by the USPS on Sundays to buildings that are not open on the alleged dates of attempted deliveries, or of USPS attempted deliveries to addresses where there is no USPS service ; or of attempted deliveries by XXXX in a town over an hour away from the delivery address. I could go on. The point is that there is rampant, systematic falisification of shipping and delivery details that seems to be part of the web of fraud that XXXX engages in with its XXXX credit cards and delivery service. 

Since XXXX arranged to send all six orders placed on XX/XX/XXXX to the wrong address and refused when I asked it several times to send each order to the correct shipping address, to correct its own numerous errors, I told it that I would not pay for orders I can never get because they are sent to the wrong address. XXXX refuses to credit the card immediately for all of these orders lost because of failures in XXXX operations. Instead, XXXX floats itself an unspecified number of loans for items that are shipped anywhere but to the shipping address that I or others select, by refusing to issue credits and refunds in a timely manner. Previous complaints I made to the Consumer Financial Protection Bureau have documented the habitual failure of XXXX and Chase to process credits as quickly as they do debits on the XXXX XXXX credit card. This is even truer during the holiday season, during which both institutions arrogate to themselves enormous falsified charges on millions of these credit cards. This is a scam that the federal government should immediately, halt, investigate and sanction XXXX and Chase for engaging in under the cover of sloppy operations. Both companies should be prohibited from opening new accounts with any XXXX credit cards unless and until both companies cease their fraudulent, unfair, deceptive and abusive advertising, marketplace and credit card activities. 

Credit card users should not be charged for items they never receive or have possession of, yet this is exactly what occurs, ad nauseum. This is an even worse problem in remote, rural areas which depend heavily on purchases delivered to them. Unless retailers or their chosen carriers can prove that anyone charged for an item actually takes possession of the item, the burden of proof should be on the merchant, not the credit card user, who should not be forced to pay for lost merchandize s/he never sees. 

Both companies should be fined in exponentially increasing amounts, so long as they continue in these illicit practices and they should be forbidden to open new credit cards and retail services so long as these operational failures persist. They need to be removed from the market place if they do not substantially change the course they are on and stop engaging in fraudulent charges and practices that wholly characterize the XXXX XXXX program. 

My credit card should be credited in full for all of the last 6 items I attempted to purchase from XXXX without delay. I should be able to speak to a supervisor immediately upon request ; I should not be forced to talk to 3 different people for the same problem. I should not be disconnected because I ask to speak to a supervisor.