Consumer complaint received 2024-11-13 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I sent this message to Chase bank : I ordered a product from XXXX on XX/XX/year>. I decided to return the item unused and unopened ( the packaging was completely intact and undamaged ). I was provided a return code and instructed to drop off the item at a XXXX XXXX store which I did. I dropped off the item on XX/XX/year> and received notification the return was received on XX/XX/year>. I have since never received my refund for the return. I have contacted XXXX customer service over live chat and by phone over 5 times. I have been told many different things by different representatives : some representatives told me I would receive my refund soon, some representatives told me that the item I returned was incorrect and I would not be receiving my refund ( in which I told them to please re-check the item because I returned the exact item I received in an unopened undamaged package ), and some representatives told me to contact my bank for a resolution. I contacted Chase bank to file a dispute. The dispute was denied with the proof being " the merchant submitted proof of me agreeing to the terms and conditions. '' The proof states that I agreed to the terms and conditions and returned an item I was not allowed to return. This is completely untrue. If I was not allowed to return the item, then why was I provided a QR code with instructions to drop-off the item at a XXXX XXXX  store? Furthermore, I have screenshots of the message in my XXXX app that shows my return was dropped off on XX/XX/XXXX and received on XX/XX/XXXX. I just have not received my refund. I contacted Chase claims again after my claim was denied and was still told even after submitted my screenshot proof that the return was received that my claim was denied due to me " accepting the terms and conditions. '' This absolutely makes no sense at all. I returned an unused, unopened item as I am allowed to by XXXX and have not received my refund. I am really frustrated after spending all of this time talking to Chase bank and XXXX customer service representatives. I have been cheated of {$430.00} which is a lot of money for me. Thank you. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- They responded with this : Thank you for expressing your concerns to the Consumer Financial Protection Bureau. We appreciate you allowing us the opportunity to research this matter. We completed our review and the details of our response are below. We reviewed your claim of the {$430.00} transaction with XXXX debited from your account on XX/XX/year>. The claim was denied because we received documentation from the merchant that you received the merchandise. The documents also included that you accepted the terms and conditions for the transaction. After reviewing our denial, we did not change our decision. We can not address why XXXX provided a QR code during the return process. The security of your information is very important to us. You can see suggestions for safeguarding your information on chase.com. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I would like to respond to this response and point out how it makes no sense and why I believe I am entitled to my refund. 

This is my response to Chase bank 's response : Thank you for your response. However, I find this resolution to be incomplete, illogical, and lacking a thorough review of the facts. Let me clarify why the decision to deny my claim does not hold up under scrutiny. 

Your response states that my claim was denied because XXXX provided documentation that I received the merchandise and accepted the terms and conditions for the transaction. However, the issue here is not whether I received the merchandise or accepted terms at the point of purchase. The issue is that I followed XXXX return process to initiate a return, XXXX confirmed receipt of the item, yet I was denied my refund. 

Allow me to emphasize some critical points : XXXX Provided Return Authorization and Confirmed Receipt : XXXX issued me a QR code with instructions to return the item, which I followed exactly as directed. I dropped off the item at the specified XXXX XXXX location, and XXXX confirmed receipt of the item on XX/XX/year>. If the item were ineligible for return, XXXX would not have provided a QR code, nor accepted the item. This clearly indicates that XXXX system validated my return as legitimate. 

Chases Decision Ignores Key Evidence of Compliance : I submitted screenshots from my XXXX account showing that the item was successfully returned and received by XXXX. Yet, this evidence was disregarded in your review. Citing terms and conditions as the basis for the denial fails to address the return process that XXXX initiated, nor does it account for XXXX acceptance of the returned item. 

Lack of Accountability from Chase : The statement we can not address why XXXX provided a QR code during the return process suggests a lack of responsibility in examining the transactions context. If XXXX issued a return authorization and accepted the item, it contradicts the claim that the terms prevented a return. 

Furthermore, the claim about safeguarding my information is irrelevant and detracts from the real issue : I have not received the {$430.00} that XXXX owes me. This is not a matter of information securityits a matter of financial fairness and accuracy in handling my dispute. 

In summary, I am disappointed with Chases response and insist that you review my case with a focus on the documented evidence of XXXX acceptance of my return. I expect a clear, reasoned response that addresses these points directly, as I am simply seeking the refund I am rightfully owed. 

Thank you for your attention to this matter, and I look forward to a resolution that is based on a full and fair review of the facts.

Company response to consumer: Closed with explanation