Consumer complaint received 2024-09-17 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: OH

Complaint narrative:
To Whom It May Concern, I am writing to express my deep concern and frustration regarding a recent dispute involving a purchase made with my Chase credit card. 

Purchase Details : On XX/XX/XXXX, I purchased paint from XXXX XXXX XXXX XXXX XXXX XXXX ) totaling {$840.00}. Upon receipt, it became evident that XXXX gallons of the paint were pure liquid and unusable for application. 

Initial Attempts to Resolve the Issue : Despite my attempts to resolve the issue directly with XXXX XXXX  customer service, they failed to address the problem and instead suggested purchasing additional primer, which would incur an extra cost of $ XXXX {$1000.00}. This suggestion did not resolve the issue, as the paint, being made with the wrong base, was still unusable. Consequently, I ordered paint from an alternative supplier. 

Further Issues with the Remaining Paint : We later discovered that the remaining paint, which initially appeared usable, also failed to adhere to the wall properly. It did not stick and resulted in watermarks and dripping, rendering it ineffective for its intended purpose. Please see the attached picture for reference. 

Dispute Process with Chase : I initiated a dispute with Chase, providing substantial evidence that the paint was defective. I was informed that, based on the evidence, the dispute would likely be resolved in my favor. However, to my surprise, the dispute was closed without any credit being issued. Chase informed me that XXXX XXXX did not agree with the dispute and claimed that the paint was not defective. 

Despite restarting the dispute and submitting further evidence demonstrating the paint 's failure to adhere and causing watermarks, the case was again closed without resolution. Each time I inquired, I was unable to speak with a representative directly handling my case, nor was I provided with any information about XXXX XXXX  responses until after the case was closed. 

Request for Resolution : The lack of effective communication and resolution from both XXXX XXXX and Chase is highly disappointing. As a customer, I am seeking a trustworthy credit card company that supports its customers in resolving issues with defective products. The current outcome of the dispute process has left me with significant financial loss and unresolved dissatisfaction with paints that couldn't be applied onto the wall. 

Given the circumstances, we are requesting a full refund of {$840.00} to be issued to the original form of payment. I kindly request a thorough review of this case and prompt action to address the following : Reopening the dispute with a comprehensive review of all submitted evidence. 

Direct communication with one representative who can provide updates and effectively manage the case. 

Issuance of a full refund for the defective paint. 

Thank you for your attention to this matter. I hope for a swift and equitable resolution. 

Sincerely, XXXX XXXX XXXX XXXX XXXX digit of chase credit card : XXXX XXXX XXXX XXXX : XXXX

Company response to consumer: Closed with explanation