Consumer complaint received 2024-09-25 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:
On XX/XX/year>, I ordered four pairs of pants from the XXXX website, totaling {$1000.00} ( ORDER XXXX ). After trying them on, I found that none of the pants fit, so I requested a refund and dropped them off at XXXX. 
However, the return information was never updated. After waiting for a while without any updates, I contacted XXXX, but they stated that they are only responsible for the delivery and couldnt provide more information. 
I also requested tracking information from XXXX, but received no response. XXXX only provided XXXX as the return option, leaving me with no other choices. After waiting for a response, I disputed the charge with Chase Credit Card. 
I tried to send the XXXX drop-off receipt as evidence, but was not given the opportunity to do so. I missed several calls from the credit card company due to my work schedule, and when I tried to call back, the case had already been closed. 
Even after requesting a review, my request was denied. I am currently charged {$1000.00} and have received nothing in return. I am in a frustrating situation and desperately need your help to resolve this. 

I am writing to request a reopening of my dispute regarding a return package for an XXXX purchase, which was lost by XXXX. Despite my efforts and supporting evidence, my dispute has been repeatedly denied by Chase, citing that XXXX did not receive the returned items. 
Below, I outline the critical points of my case and the additional reasons why my claim should be reconsidered. Case Background : Purchase and Return Details : I purchased four pairs of pants from XXXX, but they did not fit, so I initiated a return. XXXX only provided XXXX as the return option. Drop-Off Confirmation : I dropped off the return package at a XXXX location on XX/XX/XXXX and received a drop-off receipt as proof. This receipt is attached for your reference. 
Package Status : Despite my drop-off, the package never progressed in UPSs tracking system. Upon inquiry, XXXX suggested that customs issues might be delaying the package, and I was advised to wait. Key Points for Reconsideration : Limited Return Options : XXXX  mandated using XXXX for returns, providing no alternative return methods. This lack of options places the responsibility of package safety squarely on XXXX and XXXX. Package Loss Accountability : The loss of the package occurred after I handed it over to XXXX, evidenced by my drop-off receipt. As a consumer, I should not bear the financial burden of the carriers failure to deliver. Failure of Merchant Support : XXXX refused to assist further despite my long-standing relationship and significant purchase history. 
This indicates a failure on the merchant 's part to ensure customer satisfaction and resolution. Credit Card Purchase Protection : Chase advertises purchase protection for items lost or damaged during shipping. Given the circumstances, this protection should apply, yet Chase has not provided the expected support. Previous Dispute Denials : Despite providing substantial evidence, including the XXXX drop-off receipt, Chase has denied my disputes, incorrectly stating that XXXX never received the package. This is factually inaccurate and undermines the credibility of my claim. 
Consumer Protection and Fairness : I have complied with all return procedures and provided all necessary documentation. As a consumer, it is unjust to pay {$1000.00} for items that I returned as per the merchant 's instructions and that were subsequently lost by the carrier. Additional Request : Given these points, I respectfully request a thorough review of my case, considering the evidence and the consumer protection policies that should safeguard me from such losses. I also urge CFPB to look into the practices of both XXXX and Chase, as this situation reflects a potential systemic issue affecting consumers. Thank you for your attention to this matter. I look forward to a fair resolution that acknowledges my rights and the evidence provided.

Company response to consumer: Closed with explanation