Consumer complaint received 2025-10-20 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: FL

Complaint narrative:
On XX/XX/XXXX at XXXX XXXX I made a transaction using XXXX for the amount of XXXX of a store called XXXX XXXX, a seller that has 96 % positive feedback with XXXX items sold since XX/XX/XXXX. This seller sent the phone to me and I received it on XX/XX/XXXX. The phone is XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX. It worked for 4 months, but in XXXX it broke down due to a known manufacturing issue that caused a loading loop and inability to use the phone. It was still under warranty with the seller and with XXXX. I reached out to XXXX and they let me know, after many interactions across different regions ( XXXX, XXXX, XXXX and finally XXXX XXXX XXXX ). XXXX let me know to interact with the seller to send the phone back and have that person go to their XXXX XXXX and get a replacement phone, which they can then send back to me. I tried asking for them to do it directly with me, but they said it is against their process to do the transaction directly with someone outside of XXXX, so it had to be done with a third party. I sent the phone to XXXX using XXXX XXXX XXXX XXXXXXXX to XXXX XXXX XXXX of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, which delivered it to XXXX on Friday XX/XX/XXXX. While the seller confirmed he was going to tell me when he gets the new phone, he did not let me know that he got it. I confirmed with XXXX that my IMEI was received a week ago and they gave the replacement back to the seller. XXXX messages since then said that the seller does not have any items for sale any longer and I can not use the original sub tier of messaging, so I started messaging the seller directly rather than through the phone 's sub communication ( which now has an error ). The listing has been removed for a policy violation against the seller, which is why it is no longer available. I spoke to XXXX and they told me I have to dispute with XXXX bank, the original transaction bank that I used, as they can still dispute it months later for this unique situation, as I no longer have the phone. The seller has not responded to my messages, which I send every day, but used to be very active and respond within a day or even within a few minutes of me sending a message. I sent an email back to XXXX letting them know that the person they gave the phone to has not responded nor sent the phone to me, in hopes that they can do something about it on their end. I called Chase and the person told me that they can not even try to file anything, as it is past the 3 month window, no matter what they try to do with a long-term dispute. It is impossible due to the system 's constraints to even allow for a longer dispute. XXXX, Chase ( XXXX ) and XXXX are unable to help with this situation, even now as there are many other people getting this same issue with the phone, which was supposed to be under warranty for a full year. Note that the phone itself was working fine up until it was no longer protected by XXXX nor Chase ( XXXX ), and there is seemingly no path forward for XXXX to even help a buyer outside of XXXX for their XXXX model, which is the best model for our internet and phone service in America.

Company response to consumer: Closed with explanation