Consumer complaint received 2024-11-27 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: AK

Complaint narrative:
This issue began in early XX/XX/year> when I traveled to XXXX with XXXX childhood friends. We boarded a XXXX XXXX cruise around the XXXX XXXX. During the trip, XXXX displayed a hologram featuring their logo in front of approved businesses where we were encouraged to shop. 
I purchased what I was told were designer handbags as XXXX presents for my daughter and daughters-in-law, and my friends made similar purchases. The store displayed the approved XXXX XXXX logo outside its business, indicating it was a verified & trusted retailer. The store representative also assured us that the handbags were authentic. Upon returning to the XXXX, I reported my purchases to XXXX XXXX, as required. They pulled me aside, informed me that the bags were counterfeit, and confiscated them. The XXXX XXXX document from XXXX is included in the PDF along with the correspondence between me and Chase Bank. The total charge to my credit card was {$6800.00}, plus the accrued interest of 29.9 %. 
XXXX, I called the Chase Bank credit card customer service, and they temporarily removed the charge from my account while they investigated my complaint. The representative I spoke with assured me that the charges would be credited due to " fraud of the vendor. '' As instructed by Chase, I uploaded the XXXX XXXX paperwork, which confirmed the confiscation of the items, to their website. The Chase Bank XXXX ID for this issue is XXXX. 
XXXX Chase Bank responded that stated that,... you didnt return it or make arrangements for the merchant to it up. And We cant confirm that you are due a credit because the merchandise was not returned to the merchant. Chase Bank XXXX ID. XXXX XXXX In response to Chase XXXX letter, I explained that due to XXXX XXXX XXXX the merchandise, I no longer had custody or control over the items and was unable to return them. However, I informed Chase that I had made arrangements for the merchant to retrieve the merchandise directly from XXXX XXXX. I provided Chase with the XXXX XXXX reference number and contact information that I had been provided for XXXX XXXX to pickup their merchandise. I also explained that XXXX XXXX refused to speak with me and declined to contact XXXX XXXX to retrieve the merchandise. It is unknown if Chase ever addressed the merchants decline to pick-up the merchandise with the merchant, as it has never been addressed in any correspondence by Chase. I took the necessary steps as outlined in Chase 's letter by arranging for XXXX XXXX to collect their merchandise. To support my claims, I included photos and additional documentation with this letter. Please see the attached PDF of correspondence in chronological order for further details. 
XXXX Chase mailed a letter stating they were researching my disputed charge. For some reason they issued a new claim number Chase Bank XXXX ID. XXXX XXXX Chase XXXX a letter stating my Complaint is with the merchant and no billing error occurred and put the charges back on my credit card. They failed to address the first letter stating I needed to return the merchandise or make arrangements for the merchant to pick-up their merchandise, noting my issue was with the merchant ( in XXXX ) Chase Bank XXXX ID XXXX XXXX XXXX I called Chase XXXX to spoke with a XXXX XXXX the fraud committed by the vendor. I explained the contents of my first letter to Chase, reiterating that I had made arrangements for the merchant to pick up their merchandise, as I no longer had custody or control over it. I also mentioned that I had provided Chase with the contact and reference numbers for XXXX XXXX, but the vendor was refusing to communicate with me. XXXX kept me on the phone for an extended period, during which he left to speak with a supervisor. When he returned, he confirmed that the charges would be removed from my account and stated that I should see the credit reflected by the next statement date. 
XXXX I received a letter from Chase Bank stating that they would not be removing the charges and the dispute was closed. The letter showed the {$6800.00} charge. Chase Bank XXXX ID. XXXX XXXX I wrote to Chase XXXX, addressing the conflicting responses I received from various customer service representatives and a supervisor, who had previously stated that the charges should be removed. I expressed my frustration, pointing out that Chase appeared to be protecting the counterfeiters rather than supporting their consumer. I explained that the merchant simply refused to pick up their merchandise from XXXX XXXX because doing so would have led to their arrest. Despite having the ability to retrieve the merchandise, the merchant chose not to take action. 
XXXX Chase sent its standard language form stating were researching the dispute. Chase Bank XXXX ID : XXXX XXXX Chase XXXX stating that although I have a valid complaint with the Merchant, they now are stating there is no billing error, the charges are valid. That they would report to the credit reporting agencies that I disagreed with the dispute, and they would not longer respond to any future correspondence from me. 
At the outset of reporting these issues to Chase, I followed the steps outlined in their letter, including arranging for XXXX XXXX to retrieve their merchandise. However, they failed to do so, and I was left with no custody or control over the items. It feels as though Chase has not taken this matter seriously, has sided with the counterfeiters, and left me, the consumer, to bear the financial burden while they continue to collect 29.9 % interest in credit card charges. There should be some type of consumer protection laws or banking practices in place to guide credit card companies in situations like this. Despite the company being based in XXXX, Chase had an opportunity to protect the consumer but chose instead to prioritize the interests of the counterfeiters.

Company response to consumer: Closed with explanation