Consumer complaint received 2024-09-06 00:00:00
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.
State: WA

Complaint narrative:
Hi, I made an online purchase of XXXX USD from XXXX XXXX XXXX on XX/XX/2024. I received the package from merchant on XX/XX/2024. I requested return on merchant 's website by following their return instructions and got the prepaid return label from merchant. I dropped off the return package to the carrier XXXX on XX/XX/2024. However, XXXX lost the package. I contacted merchants regarding this and they opened a claim with XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I didn't hear back from merchant and called them on XX/XX/2024 regarding the return status. However, merchants told me that their investigation team was asking me to provide dropoff receipt and electronic return label they provided. The truth is that I never received these emails. But still I sent these documents to merchants on XX/XX/2024. 

Then I didn't hear back from merchant again until I called them again... And they said they didn't get any response from me. I am exhausted by this whole process and decided to open dispute with Chase. Chase firstly gave me temporary credit back. 

- Then on XX/XX/2024, Chase sent me notice letter indicating that merchant insisted that they never received drop-off receipt from me. And Chase need me to provide these information and I also need complete, sign, and date the enclosed dispute form ( XXXX ) by XX/XX/2024. 
- On XX/XX/2024, I uploaded drop-off receipt from XXXX email evidence indicating I actually responded to merchant on XX/XX/2024 etc. I was planning to complete dispute form indicating I need to continue this dispute on XX/XX/2024. 
- On XX/XX/2024, Chase notified me that they thought dispute was not valid without providing any additional information/reasons compared with last notice letter trying to gather evidence from me. They simply mentioned that I couldn't provide return record. They immediately removed the temporary credit ( s ) issued to my account. 

In the enclosed letter provided by Chase, they are simply forwarding merchant 's emails asking for me to provide drop-off receipt. Although I uploaded all these information merchant was asking for, Chase didn't even use these to talk back to merchant. Since I contacted merchant today on XX/XX/2024 and merchant told me that my back didn't provide back new information. I feel so frustrated since Chase told me that I have time until XX/XX/2024 to upload but they closed my claim without communication back with merchant on XX/XX/2024. And they also contacted me on XX/XX/2024 trying to gather more information regarding this claim. Their behavior has been so inconsistent. 

Now, I am in the position that I have been following all return instructions and done what I can do. Merchant told me to contact my bank to resolve this since they will be communicating with my back. My bank closed it and told me to talk with merchant...

Company response to consumer: Closed with monetary relief