Consumer complaint received 2022-05-27
Company: JPMORGAN CHASE & CO.
State: WA
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:
Hello, On XX/XX/XXXX, the online company, XXXX XXXX, charged my credit card {$140.00} for a subscription renewal, only I had been given the subscription as a gift and it was not subject to the renewal policy. Additionally, this charge was run on my correct card number, but with a XXXX expiration date. On XX/XX/XXXX, XXXX XXXX acknowledged the error and said they would issue me a refund. I had opened a dispute on XX/XX/XXXX, however, as I had not heard back from the company initially. XXXX XXXX asked that I close the dispute, and I agreed to do so. When I called Chase Bank, I specifically asked if I would be able to reopen the dispute should they fail to provide a refund. I was told that it would not be a problem, provided I opened it within 60 days of the original transaction. So, I closed the dispute. XXXX XXXX tried to refund me, but it never showed up in my account. XXXX XXXX then went through their records and contacted their cc platform XXXX. They can not locate the money. I reopened the dispute with Chase Bank on XX/XX/XXXX. I had to do this in writing because they claimed the merchant had accepted the charges. They then closed the dispute on XX/XX/XXXX, sighting that they could do nothing more because XXXX XXXX had accepted the charges on XX/XX/XXXX. This was news to me. No one had said, " If the merchant accepts the charges you will not be able to further dispute it. '' Additionally, this makes no sense to me as I am sure most merchants accept their funds as soon as possible and do not wait 60 days. I opened a new dispute with Chase - appealing the decision- on XX/XX/XXXX. That was closed today on the grounds that Chase Bank found the charges to be valid- which is odd because even XXXX XXXX says the charges were NOT valid. XXXX XXXX was less than helpful to begin with, but I opened a case with the Washington State Attorney General 's office and that got their attention. They have been very compliant and I believe that they genuinely can not locate the money. Incidentally, the AG 's office found reason to contact Chase Bank regarding this issue and not just XXXX XXXX. I will be appealing the dispute again with Chase Bank on Tuesday- the next business day. 

Here are my reasons for addressing this with the CFPB : 1 ) Chase Bank has not explained to me how these charges were run with not only a wrong, but also an EXPIRED expiration date ( XXXX ). They refuse to answer this question. 
2 ) Chase Bank will not provide me or XXXX XXXX  with a reference or transaction number that would allow XXXX XXXX or XXXX  to track the rebill Chase Bank issued on XX/XX/XXXX. 
3 ) No one will explain to me why when the merchant claims the funds, theca company is unable to retrieve them. Or. why when XXXX XXXX has confirmed I am owed a refund, Chase Bank claims the charges are valid. 
4 XXXX XXXX XXXX has provided screenshots of their efforts to locate the {$140.00} charge, but Chase Bank has provided no " proof '' other than their word, that the merchant accepted the charges on XX/XX/XXXX7, and has them in their possession. 
5 ) Every individual I speak with in dispute resolution gives me different information. On XX/XX/XXXX I spoke with one representative who told me the case was still under investigation and less than an hour later, I was told by another that the dispute had been closed XX/XX/XXXX. 
6 ) I am promised detail letters regarding the findings and resolutions and I receive vague form letters. They refuse to answer my questions when I call. They will not contact XXXX XXXX  ( who is willing to dialogue with them ) or provide a means for XXXX XXXX 's bank to contact them 7 ) While the confirmation ( form ) letter I receive every time I open a dispute says that I will not be responsible for the charges, once I was rebilled, this was not the case. I paid the charges on my last billing cycle to avoid interest because they have not been removed during the investigation. 

My biggest issues are, first and foremost, the incorrect expiration that was allowed in the original charge. If I typo my expiration date during an online purchase, the site will tell me and require me to correct it - how was XXXX XXXX able to do run this with a XXXX date? ( For the record, I do not recall ever giving XXXX XXXX my card information, which would explain why they had the wrong date. ) If the charges had been denied because of this error, then none of this would be an issue. And, secondly, I do not like the lack on transparency and lack of information on the part of Chase Bank. They flat ignore questions I ask repeatedly. I am their customer and they have done everything to avoid being helpful and forthright. 

I can provided pages and pages of documentation, email chains, letters, dates, at your request. 

Thank you, XXXX XXXX

Company response to consumer: Closed with monetary relief