Consumer complaint received 2023-05-25
Company: JPMORGAN CHASE & CO.
State: NJ
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, I signed a contract with XXXX XXXX XXXX to legally relinquish our ownership in 2 timeshares in Florida and XXXX. This was a 2-year contract that was guaranteed to remove us from our commitment to these properties and if XXXX XXXX XXXX was unsuccessful in their ability to do so, we would receive a full refund. 
We used our XXXX XXXX credit card, issued by Chase Bank, to put a {$1500.00} down payment and a monthly payment of {$430.00} to be charged to this card for the remainder of the charges to a total of {$5200.00} to be made. 
After about a 10-month period, XXXX XXXX XXXX stopped all communication with us. Phone calls were not being answered and emails were not being responded to. We also found that their website had been abandoned. 
We immediately notified Chase Bank, by phone and opened a dispute on XX/XX/XXXX. We were told that since this was a 2-year contract with XXXX XXXX XXXX XXXX there was nothing they could do until the contract term had lapsed. We notified them that the company was a fraud, and we need to cancel any future payments that may occur but once again, since it was a signed agreement, there was nothing they could do, and we could refile a dispute after the 2-year time period had lapsed.

We then contacted the State of California. Department of Justice, Attorney General XXXX XXXX, and notify his office of our circumstances and they also received no response from XXXX XXXX XXXX. 
In XX/XX/XXXX, I called Chase Bank and I explained the entire situation to a Chase Bank representative. I was told that they were in the XXXX, and they would have a representative in the US return my call. After a few days, a Chase Bank representative did return my call and she told me there was nothing they could do. I requested to talk to a supervisor, and they then agreed to transfer me to the Dispute Department. After explaining the whole situation again, they notified me that since it was over the 1-year threshold, they could not do anything. After I reminded them that I called before the 1-year threshold and was told I would have to wait for the contract to expire, they finally agreed to allow me to refile a dispute. On XX/XX/XXXX, I refiled our dispute with Chase Bank with full documentation including our contract with XXXX XXXX XXXX, our explanation of the events and the timeline, and the letter from the Attorney General of California. 
I called Chase Bank multiple times for an update on my dispute, and I was told that they closed the case and that they could not make any refund since it was over the 1-year time period for a dispute. After explaining that they required that I wait for the contract to expire, they recommended that I file a Fraud case with their fraud department since it seemed that XXXX XXXX XXXX was a fraud. The representative then transferred me to the Chase Bank fraud department. I filed the complaint and they used all of the documentation from the dispute so I did not have to resend any documentation. 
After about 2 months, I was notified that they closed my case and no refund would be given. 
I am requesting that Chase Bank refund the amount paid to XXXX XXXX XXXX which totaled {$4400.00} since I notified Chase Bank before the 1 year time period they require and their failed to investigate my claims that XXXX XXXX XXXX was a fraudulent company in XXXX. 
I can supply the supporting documentation that was sent to Chase Bank Dispute and Fraud departments if needed.

Company response to consumer: Closed with explanation