Consumer complaint received 2021-10-05
Company: JPMORGAN CHASE & CO.
State: CA
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 am making a formal complaint with the Consumer Finance Protection Bureau, after exhausting every other option to resolve this issue with both the merchant and the credit card company, CHASE. Beginning in XXXX of XXXX, there are charges on my account for a service that I ordered but did NOT receive. The charges are from XXXX and pertain to an electronic service that was not delivered as agreed upon ( according to multiple signed contracts in my possession ). I have reached out to CHASE several times as can be confirmed by both recorded phone calls as well as USPS correspondence. Here is the timeline : 1 ) I did not receive goods or services as previously agreed upon.

- Scope of work for Mobile app was not fulfilled ( per signed agreement ), nor was the deadline met. Mobile app was never delivered. No product or service was received.

2 ) Before the 120 day billing error deadline, I reached out to CHASE, filed a dispute about ALL ( every single one ) installments for the aforementioned service.

3 ) CHASE acknowledged the validity of the dispute IN MY FAVOR and credited the money ( from said disputed charges ) to my account.

4 ) After reviewing my CHASE statement, I realized they MISTAKENLY did not include 4 of the installments from XXXX. 

5 ) I tried to file a dispute ( again ) with CHASE ( for the charges they had mistakenly left out of the original dispute ) since they had agreed to resolve the dispute in my favor regarding the charges.

6 ) Was told they couldnt help and that there was nothing they could do since the 120 days had already passed ( this wouldnt have been an issue had they accurately included all the charges PER MY ORIGINAL REQUEST ).

The issue therein lies, 1 ) CHASE, did NOT properly file disputes to all the requested charges.

2 ) CHASE, falsely informed me that there was nothing I could do and that I am responsible for the charges ( the credit card company can be held responsible under Federal Law USC 1666i ) had all charges been properly disputed in the first place, it would have been resolved in my favor and they wouldve been credited to my account ( as with the other charges ) Therefore I am asserting Claims and Defenses and am well within my legal rights to do so. I will be withholding payment until the problem is resolved. 

According to The Office of the Attorney General of California, XXXX XXXX, as well as the Federal Trade Commission ( FTC ), Claims and Defenses may be asserted as long as the following conditions are met : 1 ) The disputed amount is over {$50.00} 2 ) There has already been a good-faith effort to fix the issue with the merchant 3 ) The full disputed amount has not been paid As is apparent, all conditions are met in this circumstance.

The Fair Billing Credit Act, ( Federal Law : 15 USC 1666i ), requires prompt written acknowledgment of consumer billing complaints and investigation of billing errors by creditors. The amendment prohibits creditors from taking actions that adversely affect the consumer 's credit standing until an investigation is completed, and affords other protection during disputes. The amendment also requires that creditors promptly post payments to the consumer 's account, and either refund overpayments or credit them to the consumer 's account.

To summarize : These charges are still on my account as a result of CHASE erroneous and improper filing and investigation.

My efforts to resolve the issue with the merchant as well as CHASE, are documented via several methods of correspondence. Email, Federal mail, recorded phone calls, as well as signed contracts. Ive previously requested to retrieve a copy of my phone call recordings with CHASE to which I was denied the request. CHASE already possesses all documents which aided in the resolution of the original dispute ( in my favor ) such as contracts, emails, receipts, and the agreed upon scope of work of the service.

I am asking that CHASE fix my bill as the one year issuance date of the of the first bill of the disputed charges has not yet been surpassed. This formal complaint with the CFPB is my last goodwill method to resolve this dispute. If CHASE does not oblige by this request, formal representation WILL be acquired against CHASE. 

Summary of charges : XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX All charges totaling approximately XXXX USD.

Company response to consumer: Closed with explanation