Consumer complaint received 2020-06-10
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:
In XXXX I used a website called XXXX for a medical appointment. On their online chat, I was told that I can have same-day appointment but the only way to make the appointment was to be their member for a charge of {$140.00} a month. 

I made the payment but when I was in their appointment system I found out that they did not have any availability for a month. I contacted them on XX/XX/XXXX on the phone and I was told that my account was canceled on the phone. 

On XX/XX/XXXX I contacted them via email and they said they could cancel my membership. 

I saw this transaction on my XXXX credit card statement. I contacted Chase bank for a dispute but they did not provide me any kind of documentation later I got a mail from chase stating that the charge was valid. 

I contacted the Chase bank again in XXXX and I was told that I should provide the information via fax to them which I did. 

I also contacted the merchant about the issue ( Emails are attached ) and had several phone calls with them. In each phone call, they apologized and told me that my membership was canceled. Later I get an email from the goforward company stating that they can not issue me a refund because there was a dispute with this transaction. 

" On Mon, XX/XX/2020 at XXXX XXXX, " XXXX XXXX '' XXXX wrote : Hi Chance, we are still working on this issue. After looking into this, it appears that we are unable to process a refund to your card as the initial charges were disputed. We will provide you with an update as soon as we are able to. We apologize for the delay. '' On XX/XX/XXXX I got a notice from the chase bank " Based on what you and the merchant provided, we found that the merchant provided the cancellation policy when you made the purchase, and they don't have a record of cancellation meeting the policy guidelines '' Today I contacted the chase bank again and talked to a representative named " XXXX '' he initially asks me to send him more documentation. I did later he told me that I should contact the service provider for a refund. I showed him the email that the service provider says chase is dealing with this issue and each time I contact them they either say they have some technical difficulties ( Email attached ) or Chase bank was handling this. 

I also asked him if they contacted the company after I provided the information and he said no, he said the goforward provided me cancellation policy which they didnt. He also claimed that chase send me a copy of a cancellation policy via mail in XXXX which they didnt. I asked for this policy and where it was send he said I have to wait 10 more days for this. 

It appears that Chase bank did not want to deal with this fradulent charge and sends me to a company which has no working phone number and all the email response I get from them telling me that because of my bank they can not issue me a refund. My bank chase tells me that I need to contact the merchant.

Company response to consumer: Closed with monetary relief