Consumer complaint received 2024-11-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
On XX/XX/XXXX, I purchased work clothing totaling {$170.00} from an online vendor called XXXX, using my Chase debit card. The items were delivered on XX/XX/XXXX. Upon receiving the items, I immediately found that they were substantially smaller than advertised, with objective and significant discrepancies between the advertised and actual measurements that made them unwearable.

Due to my experience with sewing, which has made me very familiar with precise measurements and sizing, I can confidently state that the sizing information provided on the website was inaccurate. I relied on this information in good faith, assuming it would align with industry-standard accuracy in product descriptions. The items I received, however, were significantly smaller than advertised, with discrepancies that rendered them unwearable. 

I promptly contacted XXXX on XX/XX/XXXX to request a return. The vendor responded with XXXX options : I could return the items for a refund of only 30 % of the purchase price, or I could discard the items and receive a full store credit to use on a future purchase. Given that the 30 % refund was inadequate for items that were rendered unwearable, I chose the store credit option, as it seemed the only viable solution for fair compensation. 

On XX/XX/XXXX, I attempted to use the store credit as instructed by the vendor, entering the provided promo code multiple times. Each attempt resulted in an error message, and, additionally, the checkout system repeatedly canceled my transactions, labeling them as canceled for nonpayment. The vendor had directed me to use the promo code to reduce my balance to XXXX, but the system evidently could not process a XXXX-balance checkout, effectively rendering the promo code unusable. This flaw in the vendors code and checkout process made it impossible to redeem the store credit as promised, an issue entirely outside of my control.

I reached out to XXXX  for assistance, and after approximately three weeks of back-and-forth communication and troubleshooting, during which the vendor provided an alternate code that also failed, they eventually ceased all communication, leaving me with no workable solution to obtain the promised credit or a refund.

Despite multiple attempts to resolve this issue directly with XXXX, including follow-up inquiries for assistance with the unusable credit, I received no response. This lack of support ultimately left the issue unresolved.

After a month of unresponsive behavior from the vendor, I filed a claim with Chase Bank, presenting all relevant documentation, which provided a complete and accurate picture of the situation, including : Email exchanges with the vendor, confirming their instruction to discard the items and their promise of a full store credit in place of a refund.

Screenshots of my attempts to use the provided store credit, which consistently resulted in error messages.

Documentation of the vendors lack of response after the alternate promo code also failed.

Chase neglected its duty to thoroughly evaluate the vendors statements against the evidence I provided. As a financial institution, Chase has a responsibility to investigate claims with substantial documentation, yet they chose to prioritize unverified vendor statements over clear, verifiable consumer-provided evidence. This oversight represents a serious procedural lapse and a disregard for standard consumer protection practices in claims assessment.

Impact on Me as a Consumer : The denial of this claim has caused ongoing financial hardship and significant stress. After repeatedly attempting to resolve this with Chase, I experienced sporadic and unexpected deductions from my account each time the claim was denied and then reconsidered, creating a rollercoaster of financial uncertainty. These unpredictable withdrawals caused immediate financial strain, impacting my ability to cover essentials, including basic household needs.

At one point, an unexpected deduction left my account overdrawn just before a weekend, temporarily preventing me from buying groceries for my family. This created an immensely stressful situation, as I had to scramble to rearrange expenses to cover the basics, all while dealing with the emotional strain of feeling unsupported by my bank. I found myself constantly monitoring my account, worried that another unexpected deduction might leave me unable to meet my familys needs.

Beyond the immediate financial strain, this experience has eroded my confidence in Chases reliability. As a consumer, I trusted my bank to protect me in instances of merchant misconduct. Instead, the inconsistent communication and unpredictable account withdrawals have created deep XXXX  and a profound sense of insecurity in my banking relationship.

My subsequent research revealed that numerous other consumers have reported similar issues with XXXX, indicating a pattern of deceptive practices. The CFPB has previously taken action against institutions for failing to protect consumers from merchants with known fraudulent practices, and I believe this case warrants similar attention.

Company response to consumer: Closed with explanation