Consumer complaint received 2024-04-02
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. (NY)

Chase customer for 15 years. This is my first dispute. I purchased a brown marble coffee table from XXXXXXXX XXXX XXXX using my Chase credit card. 

XX/XX/XXXX : Table arrives. It was advertised as a brown marble table but is actually a fake marble. I reach out to XXXXXXXX XXXX XXXX and they refuse the return. I open a dispute with Chase. 

XX/XX/XXXX : After over 30 days, Chase sends a digital letter to my app. There was no e-mail, phone call, or notification ; I would have never found it if I wasn't wondering what happened to the dispute. The letter explained they wanted the table " authenticated by a third party. '' I called Chase to explain the table weighs 300 pounds ; I couldn't just bring it to a store. They responded that they could not provide advice. I asked if a statement from the manufacturer would be sufficient, and they said yes over the phone. 

XX/XX/XXXX : I call chase to explain manufacturer hasn't responded yet. The letter requested authentication by XX/XX/XXXX. Chase said the case would close if I couldn't provide authentication, however I could simply submit the documents and it would automatically re-open the dispute. They explained this would NOT effect the outcome. 

XX/XX/XXXX : The manufacturer provided documentation to explain the table is not real marble : it is an image of brown marble wrapped around a white marble base. I called Chase to point out the table was advertised as a brown marble table, not a image of brown marble wrapped around a different kind of marble. Chase said they would review the documentation and RE-OPEN the dispute. I re-emphasized I would work the merchant if Chase would help arrange for a return ; they advised NOT to return the item until the dispute was settled. I pointed out getting a picture of marble wrapped around a marble base is like buying a bouquet of flowers and getting all plastic flowers. 

XX/XX/XXXX : I called Chase to check on the status. They advised I didn't submit by the XX/XX/XXXX deadline and closed the case. I asked to speak to a manager and connected with XXXX XXXX at the Chase Dispute team. I explained I had been told on XX/XX/XXXX AND XX/XX/XXXX that as long as I eventually got documentation, the case would remain open. She refused and said the case was decided against me and there was nothing they would do. I asked why I was not given this information before and she said " Chase can not help you. I have no information from your prior conversations. '' I have used Chase credit cards, Chase personal checking, and Chase business checking for my small business for 15 years. I am shocked how far Chase went to deny this claim ; they gave me false information, refused to think through solutions, or accept my documentation. I provided high quality images of the actual product ( attached ) and documentation from the manufacturer to show the table was advertised falsely. I also tried to work with the merchant to return the table. Chase clearly has a business practice of doing whatever it can to deny claims ; I was absolutely shocked how every step of the process was designed to burden consumers with paperwork, stock answers, and misinformation to make sure they never have to actually provide protection.