Consumer complaint received 2023-05-21
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:
Summary : Chase bank refuses to look into a disputed transaction ( simply indicating the transaction is valid ), even as I submit to them the evidence that they ask for. Evidence indicate that I never received the service. Chase claims that the claim has been timed out and they will not look into it. 

Extended summary : I disputed a transaction, that was made on my Chase credit card. Chase denied my dispute. I called Chase. Chase asked me to send evidence. I sent evidence immediately. Chase then sent me a letter saying that the disputed transaction was valid. I called them for clarification, they indicated that the case had been timed out so the evidence was not even considered. Chase then asks me to send a letter to request them to re-open the case. I do that immediately. Chase once again says they will not look into it since the case was timed out ( i have no idea why would the case be timed out since I sent them evidence indicating that the merchant never provided me with the purchased service immediately and per Chase 's request ). 


Time line : XXXX : on Chase 's portal, i disputed a transaction that was made to my account, by XXXX ( XXXX ). This was a for a service that XXXX ended up not providing, even as I did everything that XXXX asked me to do. I have email communication from XXXX. 

XX/XX/XXXX : Chase sends me this msg : Here 's an update on your dispute ( s ) XX/XX/XXXX : Chase sends me this msg : We consider the disputed charge ( s ) valid XX/XX/XXXX- I called Chase to ask why are the charges valid, given that I never got a product. They said to write and submit a letter to Chase and they will consider looking into it. 
XXXX XX/XX/XXXX : I resubmitted more docs, physically, in their Chase Branch. 
XX/XX/XXXX : I called Chase and confirmation was made to me that they got the documents and they will look into it but that the case is timed out and I will likely not have a result. 
XXXX XXXX, XXXX : Chase sends a note : We're researching the charge ( s ) you disputed recently XXXX XXXX, XXXX : Chase sends a note : We confirmed that the transactions you disputed are valid XXXX i called Chase to ask how did they conclude that the transactions are valid? given that I gave them evidence to the contrary. Chase, once again, asked me to reopen the case by sending a new letter. Chase said that the second time that I sent documents ( XXXX ), things were never investigated because the case had timed out. ( in other words, they received the evidence but decided not to investigate ) XX/XX/XXXX : I sent a new letter, as directed, via Chase 's upload document center. 
XX/XX/XXXX I called chase, they opened the case. But still said its timed out and likely will not look into it. 
XX/XX/XXXX : chase sends a note that they are looking into the case XX/XX/XXXX : chase indicates that they disputed transaction is valid and they will no longer look into it.

Company response to consumer: Closed with explanation