Consumer complaint received 2021-09-30
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:
I filed a dispute somewhere in between late XXXX and early XXXX, for several charges with XXXX because they abruptly and unjustly closed my account for things they did, and they would not allow me to return items, even though I hadn't had them for 30 days. I disputed ALL charges the same -- with the same reason, same documentation... which were email correspondences between me and the merchant proving they closed my account and would not allow me to return items I hadn't had for 30 days, which goes against their return policy. For one set of charges ( {$63.00} on XXXX, {$43.00} on XX/XX/XXXX, {$75.00} on XX/XX/XXXX ), I was sent a questionnaire that needed to be completed and sent back to them. In that paperwork, I stated that I needed to return the items and they would not allow me to return them. I also provided them with the email correspondences that clearly show they were not allowing me to return the items. I sent the paperwork back to them on XX/XX/XXXX... 

I received a letter from Chase on XX/XX/XXXX, with documentation from the merchant that is completely irrelevant to the nature of my dispute. You will see this in Exhibit A. All they did was respond with order and tracking information. Nowhere in my dispute did I say I did not receive any of the items. I was pretty clear in why I was disputing, which was because they would not allow me to return the merchandise, which they did not rebuttal to at all... Despite this, Chase asked me to respond with additional information by XXXX. What additional information did they need?? I could already tell at that point they were grossly mishandling my complaint... So I called Chase and was on the phone with them for 38 minutes -- Exhibit B. According to the agent, they closed my case even though the letter states I had til the XXXX. It was the XXXX when I called... The agent told me to send them an email stating the charges and why I want them to re-open the dispute. He stated I had until XX/XX/XXXX to do this. So I did just that, on the XXXX ... with the same reason, and same documentation that I sent them over two months prior. For me to be sending the same thing twice, is ridiculous. Why, because they can't do their job right the first time?? Exhibit C shows that email, and the body shows me telling them that I was told I had until the XXXX to email them... Please note that Chase credited me for other charges I had disputed with them for the same reason. They were even initially under the same claim ID as they ones they rejected! Makes zero sense... 

Now, XX/XX/XXXX, I receive a letter dated XX/XX/XXXX, stating they went in favor of the merchant, AGAIN... I called and spoke to an agent who said they could not re-open the dispute due to the time frame. I said if they never grossly mishandled my dispute in the first place, the time wouldn't have even been an issue! I then spoke to a disputes supervisor -- XXXX XXXX, who was arrogant and overbearing. Nothing he said in response to what I said made any sense, and he lied in stating that they closed it because I never responded. I did respond, and I have the emails and call logs to prove it! And they were all within the specified time frame ... After forcing me to yell and infuriate me, I ended the call with him and called back and spoke to yet another supervisor -- XXXX... He admitted that I did respond within the specified time frame, but by the time the disputes resolution retrieved my email, it was too late... They checked their email two days after I sent it... TWO days ... Is that my problem??? Nope... I even told him that the agent did not tell me that they had to receive the information by the XXXX and it could take up to two days for them to look it, so send it no later than the XXXX. His words were -- " You have until the XXXX to re-dispute it. '' And as they always like to say, all phone calls are monitored and recorded. Well so was that one. Listen to it! So what if I waited until the last day? He said I had until the XXXX.. Period!! I said to the supervisor -- And you don't think Chase should be eating the cost for this one?? He responded with no... I've just about had it with Chase. I am not paying for these charges, one way or the other. If they do not take care of this, after 8 years I will close my account with them, with a balance of {$180.00} and never pay the balance. Credit is shot anyway so doesn't bother me...

Company response to consumer: Closed with explanation