Consumer complaint received 2025-02-05 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:
I initially complained over the phone to Chase Cardmember Services about not receiving the items I purchased with my Chase Sapphire Reserved Card. 

After Chase 's investigation, I received a letter from Chase dated XX/XX/XXXX regarding my dispute with XXXX XXXX. Chase informed me they couldnt confirm that I was due credit because the merchant had no record of me canceling the request within policy guidelines. 

The merchant is correct. I never " canceled '' my order, but unfortunately, my claim with Chase Cardmember Services was never about " canceling '' the goods but about not " receiving '' the items I purchased with my Chase Sapphire Reserved Card. 

As a follow-up to the phone conversation, I sent my request in writing to Chase, XXXX Chase to reevaluate my existing claim ( XXXX XXXX XXXX, and asked Chase, as part of their investigation, to contact the merchant and ask him to provide Chase with the delivery confirmation. If the merchant cant produce proof of the delivered merchandise, I should be reimbursed for the purchase as per our purchase contract agreement. 

In my letter to Chase, I reiterated my concern about their initial investigation by saying that my claim with Chase Cardmember Services had nothing to do with a " cancellation. '' I claimed that I had not received the merchandise I purchased from XXXX XXXX using my Chase credit card. They attempted to deliver it, but it was not the merchandise I ordered. That is my claim. I will willingly accept my order if it is what I ordered. 
XXXX XXXX of XXXX XXXX never upheld the end of our agreement, the signed sales contract with his signature clearly stating that he, as the supplier, guarantees the correct delivery of the XXXX carpets I ordered. That is my claim with Chase Cardmember Services. I dont know how my claim got changed to a cancellation, but I never canceled my order. 
As mentioned here, I asked Chase to reconsider my existing claim and keep it open for a follow-up investigation with the merchant not upholding their obligation with my Chase credit card payment to receive the XXXX carpets I paid for. 

The merchant has no verification or receipt of their carpet delivery to my address with my signature because I never received the merchandise. 

Chase sent me a letter dated XX/XX/XXXX, summarizing their investigation and concluding that the transaction was valid. My complaint with the Consumer Financial Protection Bureau is that Chase 's letter of XX/XX/XXXX is not transparent or clear to me that they honestly followed up on my requested claim mentioned above. 

Chase was not transparent with me regarding their investigation and did not disclose any information about their investigation or what they actually did with respect to my claim. However, Chase was very clear to me by rudely informing me that they would not respond to any future correspondence from me about this again.

Company response to consumer: Closed with explanation