Consumer complaint received 2024-04-02 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: NY

Complaint narrative:
Chase customer for 15 years. This is my first dispute. I purchased a brown marble coffee table from XXXXXXXX XXXX XXXX using my Chase credit card. 

XX/XX/XXXX : Table arrives. It was advertised as a brown marble table but is actually a fake marble. I reach out to XXXXXXXX XXXX XXXX and they refuse the return. I open a dispute with Chase. 

XX/XX/XXXX : After over 30 days, Chase sends a digital letter to my app. There was no e-mail, phone call, or notification ; I would have never found it if I wasn't wondering what happened to the dispute. The letter explained they wanted the table " authenticated by a third party. '' I called Chase to explain the table weighs 300 pounds ; I couldn't just bring it to a store. They responded that they could not provide advice. I asked if a statement from the manufacturer would be sufficient, and they said yes over the phone. 

XX/XX/XXXX : I call chase to explain manufacturer hasn't responded yet. The letter requested authentication by XX/XX/XXXX. Chase said the case would close if I couldn't provide authentication, however I could simply submit the documents and it would automatically re-open the dispute. They explained this would NOT effect the outcome. 

XX/XX/XXXX : The manufacturer provided documentation to explain the table is not real marble : it is an image of brown marble wrapped around a white marble base. I called Chase to point out the table was advertised as a brown marble table, not a image of brown marble wrapped around a different kind of marble. Chase said they would review the documentation and RE-OPEN the dispute. I re-emphasized I would work the merchant if Chase would help arrange for a return ; they advised NOT to return the item until the dispute was settled. I pointed out getting a picture of marble wrapped around a marble base is like buying a bouquet of flowers and getting all plastic flowers. 

XX/XX/XXXX : I called Chase to check on the status. They advised I didn't submit by the XX/XX/XXXX deadline and closed the case. I asked to speak to a manager and connected with XXXX XXXX at the Chase Dispute team. I explained I had been told on XX/XX/XXXX AND XX/XX/XXXX that as long as I eventually got documentation, the case would remain open. She refused and said the case was decided against me and there was nothing they would do. I asked why I was not given this information before and she said " Chase can not help you. I have no information from your prior conversations. '' I have used Chase credit cards, Chase personal checking, and Chase business checking for my small business for 15 years. I am shocked how far Chase went to deny this claim ; they gave me false information, refused to think through solutions, or accept my documentation. I provided high quality images of the actual product ( attached ) and documentation from the manufacturer to show the table was advertised falsely. I also tried to work with the merchant to return the table. Chase clearly has a business practice of doing whatever it can to deny claims ; I was absolutely shocked how every step of the process was designed to burden consumers with paperwork, stock answers, and misinformation to make sure they never have to actually provide protection.

Company response to consumer: Closed with explanation