Consumer complaint received 2020-08-12 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO.
State: FL

Complaint narrative:
I was promised a credit to my Chase credit card from a CSR at XXXX XXXX. I never got this credit. I did call back several times. So, then I asked Chase to deny these charges. Chase took a long time, then refused without investigating. 

I bought shellac and a paint roller from XXXX XXXX and had them delivered. During the online order process the XXXX site offered me a XXXX $ discount if I applied for a XXXX credit card, so I did that and I was approved. Then the discount was not applied to my order. When received the 1 gallon can Shellac sealer was very old, and very banged up. I have pictures. It was also not mixed. I mixed it and since it was so old it was so very settled that it literally took several hours for me to mix it. I poured some into paint tray and rolled it on walls. When I poured more out I noticed that there was a layer of thick shellac stuck to the walls of the can. I had scrapped and mixed all the settled from the bottom, but there was more on the walls. This shellac was bad. Additionally, the paint roller was not the brand that I ordered. 

I called XXXX  and spent over 2 hours on hold and transferred several times. I was told that the shellac should have been mixed before shipping, that they will send me another gallon and another roller no charge and that I'd get a XXXX $ credit to my credit card. She then patched me thru to the store which took another hour of my time. Then after waiting several more hours, I looked online and saw that the order was not placed. My project was already now behind schedule and I didn't have time to wait. So, I placed another order and called back. After about 30 minutes on hold, I hung up. 

I tried to call back several more times. 

The second can of shellac was also banged up and not mixed. However, I was able to mix and use it. The second roller came without the plastic package and it was very dirty. 

I was billed XXXX $ for each order. The first order should have been discounted by XXXX . The second order should have been no charge. Leaving me with a XXXX $ bill. Considering the trouble that I've had to go thru I'd like an additional XXXX $ discount. Meaning no charge for either order. 

I sent above to Chase within a few days of receiving the second order. After some time, Chase sent me an email telling me to read a " notice '' on their site. I've used their online complaint system before, but now it was redesigned and requires much more clicking and navigating. I could not find this " notice ''. So, I sent them another secure message and told them so. Then several weeks later they denied my claim. While on my account online I looked again and this time that " notice '' that they originally told me about was there and it directed me to fill out a form so they could investigate my claim. I sent another secure messaged, indicating that I was not able to find the form previously and that I did notify them of that and that I never heard back, but still they denied me. I said I'd like to submit the form and would like their decision to be reconsidered. They denied me again. Then I asked for a copy of all the records and information that they used to consider my request. They denied me again and said : " Mailed you a letter and asked for information about the dispute ( s ). Reviewed the information available. We found no evidence of a billing error based on our research and the information available to us. The charge ( s ) will remain on your account and the disputed amount ( s ) will be included in the balance on your next statement. You can also see this activity online at Chase.com '' I've received no postal mailing from them on this complaint. I've not moved and still live at the only address that Chase has ever had for me.

Company response to consumer: Closed with monetary relief