Consumer complaint received 2020-06-09
Company: JPMORGAN CHASE & CO.
State: OR
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:
The purpose of this is to lodge a complaint against Chase 's credit card bank for violations of section 1026.12 ( c ). 

On XX/XX/2020 we went to what we thought was a legitimate XXXX computer store in XXXX Oregon. It was advertised as such and when we researched the company on the internet it also stated that it was an " upcoming XXXX XXXX XXXX in XXXX, Oregon. '' It was never revealed to us by XXXX XXXX ( XXXX XXXX ) that he was not a legitimate XXXX XXXX. We made contact via telephone with XXXX XXXX on XX/XX/2020 to inquire about getting a 7 year old XXXX repaired and he said to bring it in and he would see what he could do. The cost of repair exceeded the value so we decided to purchase a new XXXX. He then used my credit card to purchase an XXXX   online from XXXX for {$2000.00} and said it would be about {$1500.00} for the set-up. This was done all on his phone using, what I believe, was a XXXX device and did not show an itemized list of what the {$1500.00} charge actually represented but I was told these were standard charges for the set-up.. I didn't receive an itemized receipt until two days after we received the computer and only upon the insistence of my wife and after we made contact with The XXXX XXXX XXXX and were told that he is not a legitimate XXXX  Dealer ( XXXX  case number XXXX ). He had also loaded unauthorized software that would have allowed him to remotely access the computer. This computer was returned on XX/XX/2020 to the XXXX XXXX XXXX for a full refund per their recommendation due the fact that he could now access all my Wife 's information remotely and we didn't trust him. 

At this point I went to Chase 's visa website, logged on, and filed a charge dispute and I was only given several choices in a drop down menu, one of which was for " incorrect amount charged '' for the amount of {$1800.00}. There was no option for fraudulent charges offered on their website. I then called Chase Card member Services on, I believe the the XXXX or XXXX of XXXX ( CLAIM ID : XXXX ) explained to them that the merchant had misrepresented the charges, loaded unauthorized software on the machine, that the machine had been returned to XXXX XXXX XXXX for a full refund and that the transaction is void do these circumstances. I then received information as to where to send supporting documentation. I faxed and mailed ( via usps first class mail ) the documents to the address and fax number provided by Chase. At this point I thought the issue had been resolved. I then noticed that the charge was put back onto my account statement in XXXX. I contacted Chase again, spoke to a person named XXXX to dispute the charge and was given a new dispute number ( XXXX ). XXXX informed me that Chase had no documentation to support my dispute, even though I had both mailed and faxed these documents. I read back the fax number and mailing address to XXXX and he verified that both were correct. I then received a notification via internal mail on the Chase website that they considered the charges valid because they had no supporting documentation. On XX/XX/2020 I, again, sent all supporting documentation to the address given to me by the Chase representative. This was done by USPS certified mail. I then continued to monitor my account to see if the fraudulent charge had been removed and the mail for the return receipt, which I have yet to receive. On XX/XX/2020 I, again, contacted Chase member services and was told, again, that they had not received any documentation and that I would need to contact another division on Monday, XXXX, XXXX 2020. I contacted Chase, with the phone number provided by the representative on Saturday and on XX/XX/2020 was told again that they did not have any documentation to support my claim. I then offered to XXXX the documents directly to this person, asked what the address was and an office number so that I could get this information to them. I was then told that they are not in the U.S. and that they do not have an office. I then asked him to keep this charge in dispute and to suspend it on my account. The representative then told me to go to a Chase bank branch to see if they could get the documents to the correct people. On XX/XX/2020 I went to the local Chase branch in XXXX XXXX, Oregon and they assisted me, ( remotely due to the virus ) and were very helpful. 

I tried every means available to me to get these documents to Chase member services without success. The charge is still showing on my account XXXX XX/XX/2020 @ XXXX ) even though I was assured by the Chase representative that this would be suspended immediately. I believe that Chase is in violation of 1026.12 ( c ) because I notified Chase by phone within the proper time frame and sent supporting documents on four occasions. Chase Bank should rethink its system for handling billing disputes as it is extremely difficult when mailed documents and faxes go into a black hole without any review or acknowledgment by the Bank that these are received. Most banks have a system for reporting via the Internet and by email. It's time that Chase did the same. 

I've attached a copy of my letter to chase, the original fax cover sheet and the receipts for the certified mail. I can not attach all documentation due to the 10MB limit on file size. If the remainder of the documents are required please notify me and I will mail them to the concerned parties.

Company response to consumer: Closed with explanation