Consumer complaint received 2019-03-28
Company: JPMORGAN CHASE & CO.
State: LA
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 for a timeshare/vacation club with a XXXX based company doing business in XXXX. The next day, XX/XX/XXXX, I tried to use the benefits that I was told that I had and was told that the customer service agent didn't see said benefits. I knew that I had a 5 day window to cancel so I tried again the next day, XX/XX/XXXX, to no avail. On XX/XX/XXXX, I went to the sales office and requested to cancel the membership. I was told that they could not because they have no consumer cancellation clause within their contract. On the same day, XX/XX/XXXX, I went on the membership page top contact customer support in order to get email information of speaking with someone to handle cancellations. I was given various email addresses to which I sent the cancellation request to each. On the same date, XX/XX/XXXX, I received a reply stating that someone would contact me within 72 to discuss. 

From there, I contacted Chase, the issuer of my credit card, to file a dispute. On that call I asked if I needed to provide anything and was told that if anything was needed that someone would contact me. About 31 days later I received a call from a dispute rep stating that they were handling my account and they asked for clarification on the case which I provided. I had not heard anything else until XX/XX/XXXX when I received a call from a customer support specialist named XXXX who advised me that Chase had found the charge to be valid. I was dumbfounded. I asked for explanation and she told me that the merchant mentioned not receiving a request for cancellation, as well as, the contract not have a consumer cancellation clause. From there I told XXXX that the law within the jurisdiction that is mentioned in the contract states that a consumer cancellation clause MUST be included in any timeshare/vacation club contracts and that the company committed fraud. I also explained that I had proof that I provided the merchant with a cancellation request. She suggested that I send a request to reopen the case one the actual document was received in the mail. On XX/XX/XXXX, I received the notice from Chase in the mail once I got home from work and immediately sent the request to reopen the case to the email address provided, along with documents labeled " Chase Document, '' Exhibit A, '' Exhibit B, '' and " Exhibit C '' for review. I called to see it the documents were received and was told that they were not and to wait a few days. I did and called back but still nothing so I resent the info. Waited and still no word. I sent it again and two days later, the documents were in my file. From there I wanted for a status but got nothing. On XX/XX/XXXX, I called to obtain a status update and was told that it was solved and that they deemed the charge valid again. I asked for the reason yet again and was told that the notice cited " no new information that could be used. '' This confused me since everything that I submitted was new and the laws are clearly outlined and highlighted so no one had to search for anything. 

I asked to speak to a manager and was transferred to the disputes supervisor, XXXX. XXXX was rude, overtalked me and when I asked her to slow down so that I can understand her and ask specific question, she got frustrated and even more rude. She informed me that my cardmember agreement states that I have 60 days to file a dispute for errors on my account and that those 60 days had passed. I explained to her that I filed the original dispute 3 days after the charge was made. She responded stating that the time does not stop once I file the dispute so it is pass time to compel the merchant to return the funds. I mentioned to her that it was over 90 days before the original dispute was resolved and that I was told that I can request to have the same case reopened. She was frustrated and so was I. I hung up and called back hoping to speak with someone new. The original representative transferred me right back to her and she was even more rude than before. I asked for the number to a corporate office and was denied, I asked who I could speak with that was above her and was denied. I asked is there anyone that can explain the reasoning to me and was denied. I then asked XXXX if the 60 day time period that she told he has lapsed, was mentioned in the notice. She would not answer directly and finally after some back and forth she mentioned that it was in the notes and not the notice. I then called Chase customer service and asked if there was a way to escalate my plight and was given an address and email address. 

Once I arrived home, I did some research on this 60 day clause mentioned by XXXX and found that I actually have 60 days after the billing cycle to file. I did so before the billing cycle on XX/XX/XXXX ( Billing cycle ended on XX/XX/XXXX ). I also found that, according to the Federal Trade Commission ( FTC ), Chase has to resole the issue within 2 billing cycles, not to exceed 90 days. Chase took 3 billing cycles ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ). The notice that I received on XX/XX/XXXX from Chase is dated XX/XX/XXXX ( 92 days since my original complaint. 

According to the FTC website, ( XXXX XXXX   XXXX ), " The creditor must acknowledge your complaint, in writing, within 30 days after receiving it, unless the problem has been resolved. The creditor must resolve the dispute within two billing cycles ( but  not more than 90 days ) after getting your letter. '' It also states that, " Any creditor who fails to follow the settlement procedure may not collect the amount in dispute, or any related finance charges, up to {$50.00}, even if the bill turns out to be correct. For example, if a creditor acknowledges your complaint in 45 days 15 days too late or takes more than two billing cycles to resolve a dispute, the penalty applies. The penalty also applies if a creditor threatens to report or improperly reports your failure to pay during the dispute period. '' I believe that due to both the merchant, as well as, Chase not following regulation, I should be refunded the {$15000.00} charge that was initiated on XX/XX/XXXX. 

I have attached all documents for review.

Company response to consumer: Closed with monetary relief