Consumer complaint received 2025-04-14 00:00:00
Product: Credit card — Store credit card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO.
State: DC

Complaint narrative:
On XX/XX/XXXX, I placed an order on XXXX for a XXXX XXXX XXXX  Edition XXXX ( Order # XXXX ), for which I paid {$290.00}. I used a {$150.00} XXXX gift card ( received after opening an XXXX XXXX credit card ) and paid the remaining {$140.00} with my other credit card ending in XXXX. 

XXXX marked the item as shipped on XX/XX/XXXX via XXXX, providing tracking number XXXX. However, while XXXX 's system showed the item as dispatched, XXXX consistently reported that they had never received the package which you can verify on the XXXX tracking site. 

After several days without updates, I called XXXX on XX/XX/XXXX to ask for help. I was told to wait until XXXX XXXX  the next day, and if I didnt receive the XXXX, I could request a replacement. 

On XX/XX/XXXX, with no delivery received, I called again. A customer service agent placed a replacement order for me ( XXXX # XXXX ). 

However, when the replacement arrived, I realized it didnt meet my expectations : XXXX had disabled the feature that displays covers for sideloaded files ( via XXXX or similar software ), which was a key reason I chose this color model. Without proper cover displays, my library became a disorganized mess of green covers without clear titles, making navigation impossible. 

I called XXXX again and, after some back and forth, was issued a return label via XXXX  ( Tracking # XXXX ). I returned the XXXX on XX/XX/XXXX, and XXXX confirmed delivery to XXXX on XX/XX/XXXX. 

Initially, I was told it would take XXXX  days for the refund, then an additional XXXX  days. When I checked again in early XXXX, the system showed that the refund had not been processed automatically and that I needed to call customer service. I contacted XXXX on XX/XX/XXXX. 

That call lasted XXXX hour and XXXX minutes, during which I was transferred multiple times between departments. Agents were yelling at each other, and no one could solve the issue. I recorded the entire call the recording is available at this link, if you have patience - XXXX XXXX XXXXXXXX During those XXXX minutes, I was told the following : My refund was not processed because an automatic shipping label had been created for the first order ( which I never received ), and when the second label was generated, the XXXX  one wasnt properly canceled ; My returned package was listed as received in XXXX system but not in another, likely due to a distribution center error ; I was allegedly not eligible for a refund because the replacement was " free '' which makes no sense, as I paid for the original order that never arrived ; Refunds could take up to XXXX  days, so I was advised to wait until XX/XX/XXXX to check again. 

The last person I spoke to, supposedly a supervisor in the refunds department, said they could neither confirm nor deny any of these conflicting explanations. No one knew what was happening, and no one took responsibility. 

Today is XX/XX/XXXX. Instead of receiving my refund, I was instructed during a new call to submit a new email explaining what happened ( the call recording is attached here ). 

I contacted Chase XXXX  days ago and asked what they could do about it, since my gift card was the result of opening a new XXXX Chase credit card. While they did refund my original US {$14000.00}, they said they can not do anything regarding the US {$150.00} and only XXXX could deal with this. 

I find this unfair, as this is an offer for a co-branded card, the reason why they should both take responsibility for customer service failures.

Company response to consumer: Closed with explanation