Consumer complaint received 2023-08-17
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:
On XX/XX/XXXX my card was charged {$430.00} by the XXXX XXXX XXXX XXXX. An inspection of my final billing statement however states I should only have been charged {$180.00}. 

On XX/XX/XXXX I filed a credit card dispute with Chase under VISA Chargeback Code 12.5, Incorrect Amount. In my dispute, I explained the billing error and provided the final invoice showing the amounts which should have been charged and refunded. 

on XX/XX/XXXX Chase responded wihtout provided any notices or documentation from the merchant refuting the dispute, stating they contacted the merchant and found the merchant submitted the charge for the correct amount. They also claimed they were unable to confirm I was due to credit without documentation showing a credit was due. This was highly frustrating as I provided the billing statement showing the incorrect charge, then XXXX credit from the merchant which never posted to my account. I literally provided the document stating I was due credit they claimed they would need to provide a credit. It became clear the Chase dispute anlayst where not reviewing the documentation provided properly at this point. 

Chase further concluded the charges were valid, despite the final invoice showing a different amount owed. I resubmitted the dispute on XX/XX/XXXX notifying them they had failed to properly investigate this billing error. I also informed them of their responsibilities as the Card-issuing bank. I notified them they are expected to examine the details of each dispute and make a fair, impartial judgment to determine liability and the card networks have extensive and complex guidelines for this. These rules determine how banks investigate disputes for the relevant card brand. I further notified them of my consumer protections provided by The Fair Credit Billing Act ( FCBA ), UCC codes, and Visa Dispute Resolution Guide, which provide consumers the right to dispute billing errors, and inaccurate or fraudulent credit charges. I provided them with the definition of billing error as defined by the FTC. 

I also notified them they had failed to provide a written explanation for their decision or the response provided by the merchant despite my having previously requested these documents. I also once again provided the necessary documentation. 

it wasn't until XX/XX/XXXX that chase replied " As a result, we thoroughly reviewed all information that was provided to us to determine if a billing error occurred. " They also stated " While you may have a valid complaint with the merchant, the results of our additional review confirm that the transaction is valid and no billing error occurred on your account. '' They obviously once again failed to review the documenation or detailed letter I'd provided. 

This is an obvious failing of Chase to properly process a billing dispute in violation of the FCBA, UCC codes and the VISA dispute resolution guide. It is unknown whether their analysts failed to review the documentation provided properly each time, or reviewed and ignored the supporting documentation provding the billing error occurred. It's also unknown if Chase actually contacted the merchant as they failed to ever provide a response from the merchant.

Company response to consumer: Closed with explanation