Consumer complaint received 2024-04-15 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:
Seller : XXXX XXXX XXXX XXXX XXXXChase Refusal to Charge Off Purchaser : XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX On-Line, for {$1100.00} from XXXX XXXX XXXXXXXX XXXX XXXX XXXX  XXXX XXXX CA XXXX With a 30-day money-back guarantee according to their return policy toward the bottom of the invoice. ( Attachment # 1- Invoice ) XX/XX/XXXX Necklace was Received. 
Upon Opening the Package, I immediately noted a sticker stating the Necklace was Made in XXXX XXXX XXXX XXXX XXXX XXXX. The website advertised Necklace was Made in XXXX ( Attachment # XXXX screenshot ). 
The XXXX was broken and would not close properly. 
I Called the Seller and received a recording they would return call within 24 hours. 
I Left my name and number I DID NOT EVER RECEIVE A CALL BACK FROM SELLER XX/XX/XXXX I Returned the Necklace to JP Returns Dept Following the Seller 's instructions ( details below ) ( see attachment # XXXX return instructions ) Return was initiated through the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( attachment # XXXX Receipt for shipping ) The Box Containing the Necklace was Photographed in all Stages by XXXX XXXX XXXX as Required by the XXXX XXXX for Proof of Contents of what was shipped. ( pictures attached ) ( attachment # XXXX ). 
The shipper was XXXX XXXX  with Package Tracking Number XXXX XXXX XXXX XXXX XXXX XXXX XXXX I obtained confirmation online that the Necklace was received on XX/XX/XXXX at XXXX by XXXX XXXX the office. The package was shipped to the seller 's address, and zip code and was signed for by an employee of the company, Over the age of XXXX, to address on the invoice for all returns to be sent. ( attachment # XXXX ). 
XX/XX/XXXX XXXX XXXX stated to allow 1-2 Days to process the return, on day XXXX following the return of the necklace the Seller had made no notification of Receipt of the XXXX XXXX ( attachment # XXXX in return policy ). 
I Contacted CHASE Card Services Dispute Center to Dispute the Charge of {$1100.00} from XXXX for the Necklace that was Returned CHASE Card Services advised it would take 15 days for the credit to appear and I could not file a dispute of the Charge until after that date. That seller should have fifteen days to make credit. 

XX/XX/XXXX 15 days after the Necklace was returned to the Seller, I had no confirmation of credit/full refund being issued I contacted CHASE Card Services Dispute Center to Dispute the Charge of {$1100.00} on my card for the Necklace that I had returned to the Seller CHASE Card Services put on hold the Charge of {$1100.00} pending review of the Dispute. 


XX/XX/XXXX CHASE Card Services advised me by letter ( attached ) that the Seller had provided information showing they believe the charge was valid. Merchant comments : We shipped to the customer with the signature required shipping, the customer received the item to their billing address and zip code, and signed for the item. We never received a return back from the customer. ( Attachment # 9 merchant comments page. 2 ) CHASE Card Services put the charge of {$1100.00} back on my card XX/XX/XXXX I made contact with XXXX XXXX XXXX at the XXXX XXXX XXXX XXXX XXXX  to advise the Seller that states package containing the necklace had not been received. The XXXX XXXX provided a proof of delivery tracking statement and advised they would follow up. ( attachment # XXXX ). 
XX/XX/XXXX XXXX XXXX XXXX from the XXXX XXXX called the seller at XXXX XXXX XXXX XXXX and spoke with XXXX in customer Service. XXXX confirmed that a person by the name of XXXX was working there. XXXX questioned XXXX regarding the receipt of the package containing the necklace. XXXX requested my name and phone number stating he would contact me within XXXX hours. ( attachment # XXXX ) XXXX XXXX XXXX from XXXX XXXX provided me with a proof of delivery tracking statement and a notarized letter confirming the shipping, receipt of confirmation, and conversation with the seller. ( attachment # XXXX ). 
XX/XX/XXXX Received a letter from Chase they believe the charges to be valid. ( attachment # XXXX ). 
XX/XX/XXXX After waiting 24 hours, I did not receive a call or email communication from XXXX or Seller regarding the package/receipt of the necklace I contacted CHASE Card Services requesting to re-open the dispute of charge of {$1100.00} and provided CHASE with a notarized statement and proof of delivery from the Shipping Post XXXX ( attachment # XXXX ). 
CHASE Card Services agreed to review the charge of {$1100.00} on my card. 
XX/XX/XXXX CHASE Card Services advised by letter that they completed their review and determined the charges were valid and once again put the charge of {$1100.00} back on my card. ( attachmeXXXX XXXX XXXX  ) XX/XX/XXXX I contacted CHASE Card Services requesting a Supervisor/Manager to review the dispute. The Supervisor/Manager I talked to stated that it appeared appropriate documentation had been provided by me to support the XXXX XXXX of the {$1100.00} for the necklace that had been returned to the Seller and it appeared they had dropped the ball at CHASE. The XXXX stated she would submit the dispute for review and I would have a response within 10 days. The XXXX of {$1100.00} was removed from my card. 

XX/XX/XXXX CHASE Card Services advised by letter that they completed their review and determined the charges were valid and once again put the charge of {$1100.00} back on my card. ( attachment # XXXX ), with a nasty note stating they will look into this no further. 

XX/XX/XXXX Chase card services advised by mail they are looking into it and will contact me within XXXX billing cycles with a resolution. we are looking into your billing dispute. ( attachment # XXXX ) This situation is a SCAM on the part of the XXXX, XXXX XXXX XXXX XXXX They misrepresent their merchandise on the website. They market themselves and use the XXXX  XXXX logo to trick customers into thinking they are a legitimate business when in fact they have an F rating with the XXXX. 

I have filed a complaint against the Seller, XXXX XXXX XXXX XXXX XXXX following agencies : XXXX XXXX XXXX  XXXX XXXX XXXXDepartment of Justice Office of the Attorney General Consumer Services Federal Bureau of Investigations Federal Trade Commission Mail XXXX XXXX XXXX XXXX XXXX CHASE Card Services has now closed the dispute and refuses to provide any further review of information or documentation pertaining to this case. They are now billing me for the {$1100.00} for the damaged necklace that was returned and received by the Seller. 
I have provided CHASE with proof the necklace was returned timely, in accordance with their requirements, and received by an employee of the Seller, XXXX. 
I do not feel any obligation to resolve this debt to CHASE Card Services for the {$1100.00} as I do not have possession of said merchandise and do not feel that they provided adequate investigation to resolve the dispute. I have provided Chase with Multiple pieces of evidence From the XXXX XXXX and XXXX showing the package was delivered and received by the seller. 
I have been a Chase card holder for years, with no issues paying my bills on time with an XXXX credit score. It is unfair for Chase to damage my credit score for someone who is lying about receiving merchandise. 
I am now reaching out to the Consumer Financial Protection Bureau for further assistance in a resolution of this matter with Chase.

Company response to consumer: Closed with explanation