Consumer complaint received 2023-10-25
Company: JPMORGAN CHASE & CO.
State: TX
Product: Credit 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/2023, I came to XXXX in XXXX to place special pick up order for XXXX boxes of Laminate flooring which total amount is {$110.00}. When I inserted Chase credit card ending XXXX, terminal prompted me to take the card out but no receipt was printed, XXXX associate told me the transaction did not go through ( fail transaction but Chase still charged me on statement ) so he requested me to inserted the card again. I did second time and this time terminal prompted " Approved '' and his system printed receipt and confirmation ( Kindly see # Order Placing receipt ). 
I did not notice that Chase charge me twice for same amount. 
On XX/XX/2023, I came to pick the order at same XXXX location, I examined the order and saw all of XXXX boxes are damaged completely. I told them these product are unusable so just cancelled this order and refund for me. They agreed and refund me the amount {$110.00} on XX/XX/2023 ( Photo Return Receipt ). This is the only refund by XXXX because the products was damaged. However Chase still billed me for the first failure transaction. Chase or XXXX never refund me either. 
When I saw the charged never been refund. I called Chase to open disputed on XX/XX/XXXX, I explained whole story to Chase representative and I need Chase refund me the amount for the transaction never been completed but still charged me. I received the letter ( Claim ID XXXX ) to inform that they have been searching dispute and given me temporary credit ( The fact is they did not provide any credit at that time # XX/XX/XXXX Open Dispute ). Then I received another letter saying that they resolved my dispute and they credited me full disputed dollar amount ( The fact I never have those credit # XX/XX/XXXX Close Dispute ). I called Chase again and explained this situation again. Another Chase Associate apologized me and said she will open dispute again and promised me this issue will be fixed and she put temporary credit in my account ( Yes only this time ). 
On XX/XX/XXXX, I received a letter from Chase Specialist name XXXX. The letter requested me to explain the details again and she attached sale receipt and Refund receipt. I responded her that those receipts she provided me the same which I have and they are complete transaction with me and XXXX, I need refund of the fail transaction that Chase still charged me. I said if XXXX already refund me the uncompleted transaction so please so me the evident. On XX/XX/XXXX, XXXX sent me the letter stated that she reviewed my dispute and saw I have two credits for the same dispute amount and she removed and refilled same amount {$110.00}. This is completely wrong. The refund on XX/XX/XXXX is because I cancelled the order because the order was damaged and XXXX need to fix the issue is refund me. I disputed the charged of fail transaction. Those are different. She was intent on not to fix the wrong charge. 
I was so angry and came to talk to one of XXXX managers at that location. I talked to the lady name XXXX XXXX XXXX, she is an Operations Assistant Manager, her phone number is XXXX. She searched on her system and found only one charged and has been refund on XX/XX/XXXX which is the return made by me. There is no record of charge of fail transaction. She explained that the first transaction was a pending transaction and due to system error, it became a dropped sale. She wrote those statement for me ( # dropped sale ). She said the only way is called Chase to dispute this one because this is Chase system error and Chase need to fixed this issue.

I called Chase again, again another person understood my issue and said all of previous representative opened wrong dispute, they should choose the first transaction. Another apologized and another promised that the problem will be fixed ( CLAIM ID : XXXX ). She said that was Chase error and she would get permanent credit and promised this will be the last call on XX/XX/XXXX. She put very details and repeated what she entered in the note. And said she will applied me temporary credit ( The fact is not temporary credit has been posted ). 
I called back to Chase on XXXX to get status of the dispute. Another Chase Representative name XXXX confirmed me first approval is done and waiting for the second approval for the permanent credit. 
No response from Chase, I called again on XX/XX/XXXX and requested to speak to supervisor. She confirmed that she understood I am expecting the refund for wrong charge from Chase and the case was closed wrongly. Another apology. She continue opened the case again ( CLAIM ID : XXXX ) and applied a temporary credit for me. 
I received a mail from Chase on XX/XX/XXXX said case closed on my favor and again they still assumed the the refund on XX/XX/XXXX is the refund I am disputing and remove temporary credit on XX/XX/XXXX. 
Chase never intent not to fixed their problem, and refuse to understand customer 's explanation. Even every representative said they do understand my concern but those people who actual worked on my case never put them on my situation. They are afraid to fix their problem but want get free money from customer. 

XX/XX/XXXX, I called the last time and told them I will file complaint with government agency that Chase refused to resolve my problem but get free money for their error system. The representative told me that I was blocked to open any dispute in future. Wow Chase blocked me to open dispute because I am going to file complain to Federal Government.

Company response to consumer: Closed with monetary relief