Consumer complaint received 2023-06-22
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX, I had submitted a disputed claim via Chase online portal to the claims department regarding an agreement with a mobile app developer to complete the tasks as agreed by payment/terms/conditions. Vendor kept delaying the process with excuses, which is documented via emails. 

On XX/XX/XXXX, Chase claims department continued to present so many challenges to process my disputed claim resulting in me escalating the issue that oversees the claims department. 

On XX/XX/XXXX, I received a voice recording from one of Chase executive team members apologizing for the claim department behavior in handling my dispute and stated it is not the reflection of Chase business practice. Reversed the debit to the credit and stated the claims department will be informed accordingly. 

Within the next two weeks, the claims department reversed the credit to the debit on my checking account and sent me a letter stating the my disputed claim was denied because I agreed to send the vendor the payment. 

Given the fact, claims department reasoning for overriding one of the Chase Executive team members is mind bottling. I honestly can not produce logic for their reason. 

My disputed claim has nothing to do with me agreeing to send funds to the vendor. That is a given. It clearly relates to paying a vendor and not receiving the services, as stated on Chase website, by definition known as a " Charge Error ''. 

On XX/XX/XXXX, two different Executive team members refused to provide me documentation stating legal reasons, according to Chase " Charge Error '' definition of the reason my disputed claim was denied. 

I have been a customer with Chase for more than 10 years. I have not ever engaged in poor business practice with Chase. I had exhausted my attempts to gain rationale from those two different Executive members, who keeps telling me, the reason my disputed claim was denied because I authorized payments. Again, it is obvious. I never denied it. This matter relates to " Charge Error ''. Vendor received my money and never provided services according to agreement. 

Bear in mind, I provided those two different Chase Executive team members the agreement between the vendor and myself; exchanged of emails with the vendor regarding not providing me services; copy of letter complaint against the vendor via XXXX, whom informed me they believed I am a victim of a scam and report it to my bank and all applicable authorizes and was disregarded by those two Chase Executive team members ; and provided them proof of a letter from an attorney, sent to the vendor in XX/XX/XXXX, and the vendor never responded. 

Yet, to this day, those Chase Executive team members, have decided to disregard all the above attempts and still denied my " Charge Error '' claim stating I agreed to send payments to the vendor. 

Most likely, if I am enduring these poor business practices, Chase other customers are enduring the same and the real executive team of Chase such as Directors, CEO, CFOs etc, are not aware of how these Chase Executive team members are misappropriating Chase accounts.

Company response to consumer: Closed with explanation