Consumer complaint received 2024-09-26 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: AL

Complaint narrative:
On XX/XX/year> I placed an order at XXXX XXXX XXXX in the amount of {$6500.00}, please see attached invoice. I paid the full amount including the shipping fees. I placed the order on the phone. Nothing was discussed about their international shipping policies. 
When the item arrived in the country of delivery, they stated that I would not be able to receive the item due to a lithium ion battery. This is not something the company ever stated, when I purchased the item. When I found out there would be issues, I asked for them for a refund, see attached email. They have refused my requests. 
They have refused to offer any assistance in this matter. They state that : XXXX XXXX XXXX XXXX XXXX They never offer the listed pre-payment policy. Which is the only listed way that the company would not offer assistance. Further down in the link they list the following : Brokerage The goods will be imported by a locally approved/licensed agent on behalf of the consignee/ebuyer. The consignee authorizes XXXX XXXX XXXX XXXX XXXX to delegate the obligation to import the goods on their behalf to a subcontractor ( e.g. customs broker ). When you place an order for shipment Internationally, you are authorizing the customs broker designated by us or our contractor to act as agent on the importer 's behalf ( whether the Importer is you or another person ) to clear, report, and account for the imported merchandise and remit all applicable duties, fees and taxes arising from such importation, on behalf of the Importer in accordance with all applicable legal requirements. This authorization does not preclude and may still require the consignee to complete a written POA directly with the customs broker. The consignee will pay the taxes and duties in addition to the purchase price of the goods. 
But they are denying their obligation to provide a broker even though website literally says that I authorize them to delegate the obligation. 

I used my Chase debit card, and reported to them that the item was not ever received. They opened a case and one day later closed the case, simply by saying the company did not respond.

Now the company has stated both on the phone and in email the items are being returned to them. And they are charging the full amount minus the fedex fee as restocking fee, which no longer makes this just case of item not received but fraud. Fraud, by legal definition is, the intentional use of deceit or dishonest means to gain an unfair advantage or deprive someone of their legal rights. Having them send the merchandise with out it ever being received then charging the full value as a stocking fee is exactly that, fraud. Attached is vital information. 

In addition I have paid the amounts that listed all items and said it was all inclusive. So there is no reason they should charge me the full value of the item. Also attached. 

Finally when questioning the company about the 'restock fees ' their response is that will be the cost of retrieval. the initial shipping ( which was never received ) was {$370.00}, so has does the return cost {$6300.00} I have tried to have my banking institution fight this act of theft and fraud, as I never recieved the item, but they said the case is closed. 

I am out over {$6000.00} for this, and I have not received my items or a refund, and at this point I find this case to be that of fraud, as they promised something and that is not what they gave me. 

Their refund policy is as follows : If you are dissatisfied with your purchase for any reason, you may return it to XXXX XXXX XXXX  within 30 days of the delivery date, subject to the conditions and exclusions below. You may initiate a return or exchange online, by phone or Live Chat. 

If your original item included free items, you must return all associated items in order to receive a full refund ; the retail value of any free items you keep, as well as any shipping charges, will be deducted from your refund. XXXX XXXX XXXX  can only refund your original purchase priceshipping fees are nonrefundable. 

It meets all their criteria. But yet they are charging me the full price.

Company response to consumer: Closed with explanation