Consumer complaint received 2018-11-16 00:00:00
Product: Credit card or prepaid 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:
Chase credit card company is committing a fraud by assisting a dishonest merchant to steal money from me. I also wonder if there is a class action suit already existed against Chase for this kind of business practice. 

During a trip to XXXX this XXXX, I purchased a massage mattress from a merchant there. The merchant had enticed me to purchase their mattress by offering free gifts of a foam mattress topper and 2 foam neck pillows to bring back and the mattress will be shipped in a later date. The purchase came with a 100 days trial period and free return. Upon return from the trip, the merchant did not ship my mattress on the agreed arrival date and did not contact me for closed to 2 months until I filed a dispute with Chase. I made various attempts to reach out to them before the filing of my dispute with Chase with no avail. Summary of my disputes with Chase decisions ( 3 times ) as follows : 1. When the merchant finally reached me, I no longer trust them and I asked the Merchant to send me a return postage so I can return the free items back to them but the merchant refused to honor their warranty and said they are not responsible for the returned postage and wanted to charge me {$1900.00} for the free gifts. I reached out to Chases dispute department supervisor and she said they can not enforce the merchant to honor their warranty, therefore, my charge is valid. Chase stated that there is nothing they can do until I return their items. 

2. I contacted the merchant and told them I will ship the items back to them at my own expenses and requested for a return address. At that time merchant ceased all communication with me so I notified Chase of the circumstance and see if Chase can obtain a return address for me. 

3. Chase 's decision was that it is not their job to obtain a return address and if the merchant refused to do so, there is nothing they can do about it ; thus, the charges are still valid and I will be responsible for it. This clearly is a dispute between the dishonest merchant and myself and I want to deal with this crooked merchant legally but Chase had decided to become a co-conspirator by processing the charges through thus trying to steal money from their own customer for their own greed. I always thought that a credit card company has an obligation to protect its customers from fraudulent merchants for the fees that we rendered. I understand that I had authorized Chase to proceed with the purchase transaction but I should also have a right to authorize Chase to reverse the transaction if I have a legitimate reason to do so. Chase should not have the power to force their customer to pay for a fraudulent transaction for its own benefit. 

I have attached the followings : 1. XXXX - image of the purchased order. 
2. XXXX - image of the free foam mattress topper. 
3. XXXX - image of the 2 free foam neck pillows. 
4. XXXX - all the email correspondence between the merchant and myself. 
5. XXXX - all the disputed letters sent to Chase by me.

Company response to consumer: Closed with explanation