Consumer complaint received 2024-05-08
Product: Credit 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. (CA)

1. Ordered four items from XXXX on XX/XX/XXXX, three of which were the XXXX XXXX XXXX XXXX XXXX 2. On XX/XX/XXXX, we received communication from XXXX that we owed {$170.00} to release the items ordered from US Customs. This was not previously disclosed and was not listed on the invoice. We paid it because we felt we had no other option. 
3. On XX/XX/XXXX, we received the items. My wife and I opened for inspection and discovered that the globes on the XXXX XXXX XXXX felt and looked liked cheap plastic, not glass. Not only is a plastic globe not what was advertised, but it will deteriorate when exposed to UV over time. It is an inappropriate material for an outdoor light fixture. 
4. On XX/XX/XXXX, I sent a support request. I asked if this was a mistake and indicated we would be open to getting glass spheres as a form of resolution. 
5. On XX/XX/XXXX, I emailed XXXX and formally requested an RMA instead of replacement globes because we had received no additional feedback and ordered alternate fixtures. 
6. On XX/XX/XXXX, XXXX found the order and claimed there was no error and sent me a technical data sheet as proof. I responded that the product description on both XXXX and XXXX ( the manufacturer called the globes glass ) and I shared a screen grab of the product page. A buried technical data sheet that contradicts the product description next to the add to cart button is not sufficient. They have since corrected the product pages, but I took screen shots with timestamps before they did. 
7. On XX/XX/XXXX, XXXX informed be they had reached out to the manufacturer to see if they could swap the globes for glass and tell me within 24 hours. He informed me they told him that they use PC for the globes for safety reasons. 
8. Later on XX/XX/XXXX, I responded to say the following We already ordered a backup light option a couple of days ago so the return request stands. This was an option when I first reached out about 3 weeks ago to both XXXX and XXXX. The manufacturer is also incorrectly marketing the product on their website and it looks like you copied the language from their product page. It looks like they have now corrected it. 
9. XX/XX/XXXX, XXXX confirmed my response and asked for patience. I indicated I could wait a few days. 
10. XX/XX/XXXX Dispute opened with Chase 11. XXXXXX/XX/XXXX, XXXX XXXX asking for an update on the XXXX. Informed them I had begun to initiate chargeback but would be happy to pull back if we could resolve. 
12. XX/XX/XXXX, I got a response saying they were working on a plan to arrange pickup of the product and to be patient. This is the last communication received from XXXX. 
13. XX/XX/XXXX Evidence for the dispute was attempted to be uploaded by me. I had multiple issues with the upload process where it would not accept any form of XXXX  I was able to get some XXXX and XXXX  version of the same files uploaded after two support calls with Chase CS. Unclear if all of the evidence successfully uploaded and Chsee could not confirm exactly which documents they recieved. 
14. Numerous calls following up with Chase over the next month and half to check in on the process. I was informed that the vendor challenged my dispute and that process would take an undetermined amount of time up to 2 months. I asked if they could confirm what evidence they had received from me and they couldn't confirm which docs, only asked me to upload anything I have. 
15. XX/XX/XXXX, Learned that the case had been closed only because I called Chase for an update. Was told I should be able to see the result in a notice within my account. I checked and couldn't find it. I called back only to be told it was mailed to me despite being a paperless account. The agent then offered to send it to me digitally, but it would not show up for 1-2 business days. I expressed my frustration that the retailer knew of the result of the dispute before me as a consumer. This 16. XX/XX/XXXX Talked to a dispute agent who informed me that they didnt see some of the supporting evidence on the dispute and informed me that even with it, it wouldn't have made any difference since the retailer corrected the error on their website and presented supporting documentation even though my evidence showed their correction was AFTER the correction. Was told that despite the retailer providing a product that was different than what was advertised, based on the retailers return policy, it was on me to organize and pay for the return and customs on said return. Was also told that the retailer claimed to have sent me an RMA to facilitate the return, but didnt provide any supporting communication evidence while I did provide evidence they at first resisted and then never followed through with the RMA paperwork. 

Chase appears to have failed to furnish all of the evidence provided and failed to do due diligence in their investigation of this dispute, leaving me as a consumer bearing the responsibility to deal with a retailer that has been uncooporative when requesting a return in line with their policy. It appears that there was dialog between them and the retailer where the retailer was able to respond to the claims, but no such dialog was offered to me to ensure the correct evidence was in hand or that the correct resolution was being pushed for. I do not have confidence based on my interactions with Chase that the issuer will hold the retailer accountable for a refund if I attempt to initiate the return without an RMA in place. Additionally, Chase failed to deliver necessary notices electronically as per my accounts notification settings and as required by Reg Z. I only received the paperless notification upon request and have yet to receive any paper notice as of the date of writing this complaint. 

The resolution I seek is to return these items to the seller for a full refund. They have been in ready to ship state since XX/XX/XXXX, but XXXX has balked at my requests to return within their policy and Chase has instead forced arbitration through Visa for reasons that are unclear and failed to notify me that this dispute was entering arbitration.