Consumer complaint received 2025-02-17 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: AL

Complaint narrative:
I ordered XXXX  from XXXX XXXX on XX/XX/XXXX. It hit my chase account on XX/XX/XXXX. My husband, XXXX, is the primary for this account and I am an authorized user. The XXXX  was scheduled for install on XX/XX/XXXX. Upon arrival, I noted that the XXXX XXXXXXXX I ordered came in a different shade and appeared it was XXXX XXXX XXXX, rather than XXXX  like the sample I had. I sent the carpet back and the next day, XX/XX/XXXX, XXXX went into XXXX to order a different XXXX and pay the {$600.00} difference. In order to get the original payment of {$5500.00} applied to the new order, XXXX XXXX has to show it is refunded in their computer to close out the initial order and apply the payment to the new order. The processed the refund as cash and applied a cash payment of that amount to the new order. 
XXXX drove XXXX hours with our XXXX young children to his parents house to spend XXXX with them. We had movers scheduled for XXXX so we confirmed with the XXXX  team that the new carpet would be installed on XX/XX/XXXX. I called XXXX on XX/XX/XXXX to ensure we were on track to get XXXX installed in 3 days, especially since XXXX was on XX/XX/XXXX. I was informed at that time that the carpet was not in yet and was on back order. At that time, they did not have an expected arrival date. Due to our tight timeline regarding flooring install and moving in, I decided to go another route with the flooring and cancelled the carpet order on XX/XX/XXXX. I was told on that day that the money was currently with the installers, XXXX and XXXX XXXX would have to get the money back from them before issuing my refund. I was told it would take a few days but they would get it done. 
After several weeks of checking on my refund and having XXXX print out their computer screenshots showing all money transactions regarding my order, I disputed the transaction with Chase. The screenshots I received at the time did show a refund of {$5500.00} on XX/XX/XXXX, but the refund went to a hyphen. On the column that shows how the money is refunded ( the credit card number, cash, etc ), there is a hyphen. So they had no official record of where the money was. 
On XX/XX/XXXX, Chase sent a notice that they consider the disputed charge valid. The receipt that was uploaded to show evidence of refund was the receipt from XX/XX/XXXX showing a cash refund of {$5500.00}. I have never been to a store that has provided a cash refund for a credit card charge, much less a transaction amount of close to {$6000.00}. Can you imagine being handed over {$5500.00} in cash at a XXXX XXXX and walking out of that store? It just doesnt happen. XXXX called Chase to inform them that he did not get nearly XXXX XXXX dollars in cash handed over to him, but rather that was the amount that was applied to the new carpet order. I went in to XXXX on XX/XX/XXXX to get documentation to submit to Chase and informed XXXX that I had until XX/XX/XXXX to submit before they close the dispute. XXXX assured me she would speak to the other managers and tell them we had until EOB tomorrow ( XX/XX/XXXX ) to get it taken care of, so I trusted it would be and left. It is now XX/XX/XXXX and I still have not received a refund. 
Chase notified me on XX/XX/XXXX that they confirmed the transactions disputed are valid. Which they are not. XXXX  has assured me over the phone that they will cover the interest charged incurred on this transaction. I have spoken with XXXX different reps in the last week, XXXX of which were last night. All XXXX of them explained to me that interest does not accrue during the initial grace period ( I was told XXXX, XXXX, and 31 days ) or the investigative period. I have the last XXXX conversations recorded. On my statement, it is written under How To Avoid Paying Interest On Purchases : Subject to any interest-free period for new purchases, we will begin charging interest from the date a transaction, fee or interest charge is added to your daily balance until your account is paid in full. All XXXX of the Chase representatives told me that because my due date is on the XXXX and my statement starts on the XXXX of the month, that despite not being able to calculate how much interest has accrued for this specific charge, no interest will be charged until XXXX. Their theory was that I was in a grace period in XXXX, so it wouldnt have been charged until XX/XX/XXXX, but at that time it was in a dispute, and didnt hit the account until XX/XX/XXXX, so it wont have interest until my XXXX statement. This is false. It is written on the statement. Yet all XXXX of them gave me the exact same false information. Which means they are either being trained with deceitful information or are knowingly providing deceptive claims to their customers. 
If Chase is able to add interest charges to an account, they have a formula and should be able to provide the exact amount to its customers. Not only were Chase representatives providing me with false information over the phone, the investigation into my dispute was done so with erroneous information provided by the merchant and incompetent investigators truly believing that XXXX XXXX would not only have nearly XXXX XXXX dollars in their cash registers, but also refund that amount to a customer who paid with a credit card.

Company response to consumer: Closed with explanation