Consumer complaint received 2025-02-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
On XX/XX/XXXX, I filed a claim and dispute with Chase Bank for {$150.00} after attempting to resolve an issue with the merchant, XXXX XXXX XXXX. The issue arose after I received a damaged product. I followed the merchants return policy and contacted them within the 14-day window, specifically on XX/XX/XXXX, the same day I received the delivery. I requested an exchange of the product, as 9 out of the 10 individual packages were either ripped, opened, or missing their seals. 

On XX/XX/XXXX, the merchant responded with a picture showing 5 individual XXXX  and one 5-pack. However, the image they provided did not match what I received. It was clear the merchant had opened the original packaging and placed the individual XXXX in a smaller, insecure box that lacked sufficient padding, which made the products prone to damage. My communications with the merchant were professional, pointing out the discrepancies between their photo and what I had received. I requested further documentation to support their claim but received no meaningful response. 

The merchant eventually responded with false accusations and, despite my request for an exchange, refused to provide the return shipping label or address. They ultimately blocked me, making further communication impossible. As a result, I contacted Chase Bank on XX/XX/XXXX, explained the situation in full, and was issued a claim number. I submitted supporting evidence, including a timeline of my communications with the merchant, relevant photos, and the claim ID for review. 

On XX/XX/XXXX, I received a denial letter from Chase Bank regarding my claim, which stated that the chargeback was denied based on the determination that the charge was authorized. However, the issue was never about authorization, but rather the damaged condition of the product I received. On XX/XX/XXXX, I contacted Chase Bank and explained this. The claims agent informed me that the denial was based on a lack of evidence, despite the fact that I had submitted documentation, including a fax received by Chase on XX/XX/XXXX. It was revealed that my evidence was never reviewed and the decision was made solely on the merchants evidence which was fraudulent, and did not address the issues I presented. 

I expressed my concern that Chase made a decision without requesting additional information from me, which I felt was unethical. I was told the claim would be reopened with my evidence included, but when I called back on XX/XX/XXXX, the new agent did not acknowledge the notes from my previous call. I was forced to re-explain everything, only to be told that the claim couldnt be reopened due to its previous denial. 

After speaking with a manager, I was advised to contact the merchant, despite them having blocked me and despite providing clear evidence of their mishandling of the packaging. The manager then incorrectly stated that the issue was between the merchant and the carrier, which was not the case. Despite presenting all necessary evidence and the clear negligence of the merchant, Chase Bank refused to reopen the claim or reconsider the situation, leaving me with a loss of {$150.00}. 

I am extremely frustrated by the mishandling of my case and the failure to review the documentation I provided. I believe Chases failure to act on this properly and their refusal to reopen the claim is a result of negligence, and I am requesting that all involved parties be held accountable.

Company response to consumer: Closed with monetary relief