Consumer complaint received 2024-10-11 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: CA

Complaint narrative:
Date of Transaction : XX/XX/year> Merchant : XXXXXXXX XXXX XXXX XXXX XXXX  : Chase Amount : {$13000.00} Dispute Reason : I never received the item I ordered -- XX/XX/year>XXXX  : Transaction Date -- I made a purchase for an item ( camera lens ) that never arrived at my home ( returned mid-route ) and instead the merchant sent me an item I never ordered, a weighted blanket. The weighted blanket arrived XX/XX/year>. The lens was requested to be return by the shipper ( merchant ) XX/XX/year>XXXX  ( see attached evidence ). 

I tried to resolve with the merchant, but they said let the Chase handle it. CHASE REFUSES TO INVESTIGATE WHETHER THE LENS EVER ARRIVED AND KEEPS SIDING WITH THE MERCHANT. 

-- XX/XX/year> : Conclusion of Fraud case -- Chase sided with the merchant because the merchant provided a tracking number for the weighted blanket that cost {$0.00} ( see evidence attached ). Chase never looked into the details of the product ; they just blindly accepted it. I was advised by a Chase agent to write a letter to the dispute department and open the case as a dispute which I did and provided all evidence attached this complaint. 

-- XX/XX/year> : Outcome of Dispute Case # 1 -- Chase said that the transaction is valid, because it showed I received the item even though I've sent detailed tracking number of the lens, billing details with prices of both of products, etc. When I called they told me that I received the product and they can not provide any further details. When I asked for a supervisor, they said " Well I am the supervisor ''. I called again and was yelled at, " Well, it's your fault for filing as fraud in the first place '', when I asked for a supervisor she said " it's going to take a week to get a hold of one ''. I called a 3rd time and they told me to go into a Chase branch to reopen the case. For all three calls, I was very professional during my conversations with the reps. 

That afternoon, I went into a Chase branch to have the manager reopen the case, scan and fax all documents to resubmit to the dispute department and was told to wait 35 days. 

-- XX/XX/year> : Outcome of reopened Dispute Case # 2 -- Chase still sided with the merchant, I found out after calling 5 times ( hung up on 4 of those calls ) they claimed that once the Fraud department has made the decision they can not make any changes and that they determined I did in fact received the lens, but I can still write in and reopen the case. I had notified the Chase branch manager through email, phone, and waited inside the Chase branch location before deciding to go home and contact the dispute department again to reopen the case. I was able to get a hold of the supervisor and I stayed on the phone for over an hour asking them to reopen the case explaining my situation. She verified details of my case, the products ( both lens and weighted blanket ), and date of arrival for the wrong item. The supervisor had assured me that we they were going to reopen as a new case and start from the beginning, and to call in 7 days to get an update. 

-- XX/XX/year> : Outcome of reopened Dispute Case # 3 -- After 3 calls, the Chase dispute team said that they won't reverse the decision for the same reason that they can not reverse the decision made by the Fraud team, but I can still write in. The escalation ticket filed the Chase branch manager called me, but repeated the reason from my case in XX/XX/year> and offered no further help. The complaints department never called me. 

-- XX/XX/year> : Chase still refuses to review the evidence -- Chase isn't resolving my dispute despite giving clear evidence I never received a camera lens. They said I received the product and that the merchant provided a picture and tracking number. THIS IS INCORRECT, THE MERCHANT GAVE CHASE THE WRONG INFORMATION AND CHASE NEVER LOOKED INTO IT AND BLINDLY ACCEPTED IT. This has been ongoing since XX/XX/year>, and we are now in XXXX, and Chase continues to side with the merchant without looking into of what was ordered and sent despite me sending all the details. I have now filed 5 dispute cases, and have had the branch manager talked to them ( and hung up on ), and they refuse to listen or look at the evidence provided by me. I try to reason with them, offered to resend the information, but I get hung up on, blamed, given different reasons to the outcome of the dispute, lied to, and only gotten one notice letter of the outcome the entire time. I have to call multiple times of day and each time is a different reason and time frame of resolution.

Company response to consumer: Closed with explanation