Consumer complaint received 2019-01-21
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)

On XX/XX/XXXX, my husband I purchased six XXXX  champagne glasses from a vendor, XXXX XXXX, in XXXX, XXXX for the exchange rate price of {$1000.00}. The purchase was based on a model product in the vendor 's showroom, with the final product shipped to us. 
The glasses arrived via XXXX on XX/XX/XXXX. Immediately upon inspecting the product, we found that the quality was defective and the items were not in fact the same as the glasses we viewed in XXXX, and upon which we made the purchase ( different shape, different materials ). On XX/XX/XXXX, I emailed the merchant noting that the product was not what we ordered, requesting that they provide the product as represented or a refund. On XX/XX/XXXX, the merchant responded that the glasses are first quality items, refusing to offer any resolution. We responded again on XX/XX/XXXX, again requesting that the merchant make it right. The merchant did not respond. We reached out to the merchant again on XX/XX/XXXX, noting that the matter would be taken up with our credit card company. No response. 
On XX/XX/XXXX, I submitted a dispute to Chase for " item not as described/defective. '' In their response to Chase, the merchant stated that we " personally selected the six glasses. '' This is not true. As per the original response to us from the merchant, the glasses were made after the fact ; they are not glasses that we selected. The communication I had with Chase was regarding the merchant 's misrepresentation that we purchased the glasses in person. At no time was I ever advised to return the glasses. 
On XX/XX/XXXX, I received a letter from Chase notifying me that my dispute was denied because I " did not return the merchandise, '' this despite the fact that I was advised by Chase during one of our conversations that we were not required to return the merchandise. I called Chase who advised me to resubmit documents to reopen the dispute. On XX/XX/XXXX, I submitted a request for the dispute to be reopened. On XX/XX/XXXX, Chase once again closed the dispute without speaking to me, again stating that I failed to return the merchandise. This letter was not sent to me directly via mail, despite the fact that I faxed and mailed my dispute letter. Instead it was added to my account notices, which I did not receive until XXXX when I went searching for resolution, having never heard back from Chase. I discovered that without speaking to me, Chase reopened and closed my second dispute in less than 5 business days, without making any efforts to contact me. 
I called Chase again on XX/XX/XXXX. I was advised initially that the dispute was closed. I asked to speak to a supervisor, XXXX. He first advised me that I could have no recourse since it had been " so long since the original transaction. '' I informed XXXX that this transaction had been in dispute since XXXX so I did not understand why further action would be time barred. He then came back and told me a number of contradictory things. He stated that Visa denied my dispute because they had no evidence that I returned the merchandise. He then stated that returning the merchandise would not make a difference since the contract states that there are no refunds. He then said that I needed to show continuous efforts to resolve the matter with the merchant, even though the merchant had never communicated again with us. I was informed that I was required to make the right efforts to resolve the matter with the merchant now that Chase had denied my dispute. He could not tell me what would constitute right. He repeatedly advised, however that I actually had no recourse so I need not waste my time. I asked if I should return the merchandise and was told he could not or would not advise me to return the merchandise, despite this being the stated reason for denial of my dispute. I was told I should again reach out to the merchant and ask them to accept a return of the merchandise and then I can resubmit to reopen the dispute. I asked why I would be required to continue making futile efforts to communicate with the merchant, when the matter was being disputed by Chase and the merchant had not responded to my repeated inquiries. I also asked what was the point of me resubmitting the dispute if Chase would not bother communicating further with me. 
The experience with Chase has been frustrating and unhelpful. They have not communicated effectively with us and have provided contradictory information. They have also failed to specify exactly what it is we as the victimized consumer should to retain these funds. As noted to the Chase agent, we have done everything asked but they have been unhelpful and have failed to advocate on our behalf. Chases actions have sought to obfuscate this matter and discourage us from pursuing our rightful recourse. I was advised several times during my phone call with XXXX that I should abandon my efforts, which was disappointing and made me feel further victimized.