Consumer complaint received 2025-03-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: NY

Complaint narrative:
I am writing to bring to your attention an ongoing issue concerning a recent transaction and a missing item from my order. On XX/XX/year>, I purchased two pairs of sneakers. While one pair was successfully delivered to my doorstep, the second pair ( size XXXX men 's ) was marked as delivered to my mailbox the following day. Unfortunately, I did not receive this item. 
Given the size of the sneakers, it is evident they would not fit in my mailbox. When I spoke with a supervisor over the phone yesterday, I was asked to provide proof of non-delivery. However, I was uncertain about how to proceed, and the supervisor was unable to provide clear guidance. I can, however, provide a photo of my mailbox and the delivery receipt for your reference. Additionally, I had to purchase a replacement pair of sneakers. 
I also contacted the post office to file a claim regarding the missing package. They confirmed they would follow up on my order and assured me that the matter would be resolved. The claim was granted in my favor, and I have attached the check I received from XXXX as proof that was deposited in my CHASE account. About a week later Chase emailed saying that the claim was granted in the merchants favor. 
On XX/XX/XXXX, I called Chase claims department, and a representative reopened the claim after I provided proof, which was uploaded via the mobile app. As a result, they issued another temporary credit of {$140.00}. 
On XX/XX/XXXX, I received a notice in the claims app stating that the funds would be withdrawn and the claim was again ruled in the merchant 's favor. At this point, I am extremely frustrated and disappointed, as it feels like Chase is siding with the merchant despite having no way of verifying that I never received the item. 
I contacted XXXX claims department, and they advised me to visit my local branch so that a supervisor could provide documentation stating that I did not receive the item and that the claim was ruled in my favor. I went to my local post office and XXXX the supervisor emailed me a letter stating that I did not receive my package and the claim with XXXX was granted in my favor. I uploaded the letter from XXXX in the chase mobile app. 
I spoke with XXXX and XXXX from Chase claims department, who assured me that the documentation I uploaded would be reviewed, and the claim would be reversed in my favor. 
However, this morning, I noticed that the {$140.00} was once again deducted from my account. 
Ive been dealing with this issue since last year, and its truly disheartening to have to endure this kind of stress. I work hard for my money, its unfair that customers place their trust in their bank to safeguard their income, only to have the complete opposite occur. How much longer must I fight for what is rightfully mine?? Ive endured far too much stress and mental anguish over this issue. 
Once they reviewed the email from XXXX, the claim should have been automatically ruled in my favor. 
Given these extremely frustrating and disappointed circumstances, I kindly request that a refund of {$140.00} will be credited back to my account. 
Should you require any further information, please do not hesitate to contact me. look forward to your prompt resolution of this issue.

Company response to consumer: Closed with monetary relief