Consumer complaint received 2022-04-17
Company: JPMORGAN CHASE & CO.
State: TX
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

Complaint:
I have disputed XXXX transactions with Chase Bank from XXXX XXXX XXXX, which Chase initially charged back to the merchant. Chase turned around, rebilled me for these charges, and did not bother to read the merchant 's reply. The merchant validated my claim by replying, explaining that the amount this company is charging is different, and supplied further info. Chase did not bother to read that they automatically went in the merchants ' favor assuming their reply was relevant. I have put this in writing to have the items re-charged back to the merchant who has now been paid TWICE and re-disputed correctly. Chase has ignored it, perhaps waiting on the dispute timeframe to expire. 
The XXXX XXXX XXXX made Chase aware of my complaint on XX/XX/2022. That same day I received a call from a man named XXXX claiming to be a manager in the office of the CEO who had assigned a lady named XXXX to handle this and stated she had five days to get a resolution to the dispute. XXXX seemed very confident provided his direct reports ' contact information. I attempted to reach XXXX the next day, left two messages, and finally called the general number spoke with a lady named XXXX, who could confirm XXXX was in the office but stated XXXX wanted her to relay the message that she would contact me the next business day. It was Friday at XXXX XXXX when I spoke with XXXX. XXXX got me Monday morning and stated they have no new information and are still researching it. XXXX came across as very unconcerned ; I voiced my complaint with her. She listened and immediately responded, " yes, ma'am, I'm sorry to hear that I will contact you in the next few weeks IF we have an update '' Thats what pushed me to file this complaint and with the CFPB as well as other entities designed to help customers in this kind of distress due to being unable get anywhere with a creditor. Now, if this doesn't get resolved after the CFPB contact, I'm going strongly considering going to the media to make this a public issue. There may be many others experiencing the same issue we are having. 
Chase is a vast bank that can be intimidating for some consumers when challenging their unfair business practices. I have left messages, attempted to contact XXXX back, and not a single resolution to this. This company merits reprimand in the highest regard. These are unfair business practices to rest on their laurels while the customer takes the hit. I want myself and the other party listed on this card 's credit impact rectified because this affected debt to income ratio and dropped our scores by XXXX points collectively. Chase mishandled my entire dispute. I explained what was happening in my actual argument and the follow-up appeal in detail. I sent the request twice via email to Chase ( to have a paper trail ) and uploaded it to their portal per their alternative process. At this point I do not care what deadlines have passed because I did my part and followed Chases ' terms and conditions, including being more than timely. Now, I am demanding this company honor this dispute correctly and correct any implications to our credit due to their poor business operations, or credit the account out of their funds for these transactions in an EXPEDITIOUS manner, immediately, if not sooner. Those are the only options I am giving Chase to avoid further legal action and media exposure regarding this ordeal.

Company response to consumer: Closed with explanation