Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #7321365

Complaint Overview

Complaint ID: 7321365

Company: Jpmorgan Chase & Co.

Product: Credit card or prepaid card

Sub-Product: General-purpose credit card or charge card

Issue: Problem with a purchase shown on your statement

Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement

State: New York

ZIP Code: 11105

Date Received: 2023-07-28T12:00:00-05:00

Date Sent to Company: 2023-07-28T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I ordered an item totaling {$3200.00} from The XXXXXXXX XXXX website with my credit card through XXXX. The item, never arrived to me despite it being scheduled to arrive on XX/XX/2023. After unsuccessful calls with The XXXXXXXX XXXX customer service, I opened a credit card dispute with my card issuer directly on XX/XX/2023. On XX/XX/XXXX, the customer service team at The XXXX advised that in order for them to give me the refund, I would have to close the dispute with my card issuer. I obliged and closed the dispute. The seller, sent me proof that the refund was issued but was not coming through to me through XXXX on XX/XX/XXXX. The seller then dropped the case, claiming they sent the refund, and that I was responsible for coordinating with my card issuer and XXXX to get my refund as the funds are now locked between the card issuer and XXXX, and not anymore with the seller. XXXX advised that it may take up to 75 days for them to decide on the case, and asked me in the meantime to re-open my dispute with my card issuer. I successfully re-opened the dispute with Chase on XX/XX/2023. However, on XX/XX/XXXX, I was notified by XXXX that the dispute was closed in favor of the seller. My card issuer, also notified me on XX/XX/2023, that the re-dispute I opened on XX/XX/XXXX, was also closed in favor of the seller. I am left with not resolution, and no refund to my card. I want to add that Chase, has provided me with unclear directions on how to re-open the dispute, and where the funds are on multiple occasions, which delayed my ability to attempt to find a resolution to this case. They also falsely claimed that I would get my refund, when it never arrived to me, then backtracking and claiming the refund never actually arrived to them. On XX/XX/XXXX, Chase is claiming that they sent me a letter to update me on the re-dispute via a paper letter in the mail, but I have not received that. I believe they are unsure of what they mean and are not clear with the result of this re-dispute. I also want to add that several XXXX representatives have done the same, claiming that cases were closed when they were not, or that funds will be issued to me, when they were not. The XXXX, also did not provide adequate service, as they kept claiming they issued the refund, but XXXX claims the refund was never submitted. There is a clear lack of communication between the customer service representatives from all three parties, which led to a lot of back and forth with them, and over 25 phone calls and several emails with these parties. As of today, I do not have my refund and I am confused as to where my money is. I simply would like my refund as it has been 2 months, with no resolution to this issue.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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