Consumer complaint received 2015-04-20 00:00:00
Product: Credit card — 
Issue: Billing disputes — 
Company: JPMORGAN CHASE & CO.
State: RI

Complaint narrative:
Ordered a XXXX XXXX XXXX XXXX smartphone from XXXX. I had to do this XXXX times because the first XXXX I purchased were either not as described ( opened box when item was sold as new/unopened box ) or blocked on my carrier ( seller financed phone and stopped payments ). The last of the XXXX phones that needed to be returned worked fine for a few days and then became blocked with my carrier ( seller non-payment ). It was shipped back as the previous ones were : I contacted XXXX, informed them that the phone was not as described, and they then approved and issued a return label to return the phone at their expense. The first XXXX returns were credited back to me. The final return was never credited. After 30+ days after the return, I attempted to contact XXXX but they make it extremely difficult, if not impossible to find their contact phone number or even send them an email. After XXXX mins after trying to find their contact info, I instead called my card issuer and disputed the item for failing to credit me for the return. Instead of XXXX responding to the chargeback, XXXX responded that the item was never returned and that it was as described. XXXX of course has never seen the item and had no idea of its condition, it was simply a defensive tactic they use the absolve themselves of accountability ( they probably paid the fraudulent seller and then got left holding the bag ). I responded to my card issuer explaining and providing documents indicating from XXXX 's own website that the item in question was returned. My card issuer, Chase, performed no investigation of any kind and simply took XXXX at their word. Despite all the evidence I provided, and XXXX having a complete accountability of the return, they refused to remove the charge. I finally found XXXX 's phone number and contacted them to ask why they never credited me back. The rep told me that the item was returned " late '' so there is no refund. XXXX only provided XXXX to return the item. Because the phone being returned contained all of my mobile data ( it worked for a few days before the carrier block took effect ), I had to procure a replacement phone and copy all of my data over before I could return the phone. Again, this was the seller 's fault as they knowingly sold me a phone they knew would be blocked at some point. So I explained this to the XXXX rep and he reiterated that they will be keeping the money and the seller will be keeping the phone, and I am due no refund. However, my card issuer is supposed to act as the fail-safe in this type of situation, and did not adhere to the XXXX. Perhaps they have a cozy relationship with XXXX or simply do n't care. The evidence I provided them was overwhelming and they did n't seem to review or follow-up on any of it. Additionally, you should be aware of issues like this where the consumer does business with XXXX but it is XXXX that responds to the billing dispute. This allows XXXX to be unaccountable and XXXX to play ignorance.

Company response to consumer: Closed with explanation