Consumer complaint received 2018-09-27
Company: JPMORGAN CHASE & CO.
State: FL
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:
1. I was on-line trying to rent a car at XXXX XXXX XXXX on XX/XX/2018. 
2. A pop-up ad appeared on the site I was searching ( XXXX or XXXX -- not sure of site ).

3. A really good deal on a XXXX was offered by XXXX. I am not sure of the price, but it was around {$29.00} a day. 
4. Trusting that I was on XXXX or XXXX, I went to the page to book the XXXX. It took my CHASE credit card information. However. the page that took my credit card did not confirm the price of {$29.00}. I had no way of knowing that they were going to increase the charge from the advertised lower price. 
5. It wasn't until the credit card authorization completed that I realized they were charging extras for insurance , road service and bogus charges that I couldn't undo, so the rate became an exorbitant {$490.00}. This was not a price I would have agreed to pay. 
6. I immediately tried to call the XXXX number that was listed for cancellations, but the phone never answered. I tried several times, but the phone just never answered. 
7. I immediately called Chase, asking them not to put this charge through on my Chase card. Chase is a banking institution. It is interesting to me that if I had written a check for payment, my bank would have accommodated a stop payment action. But not Chase!

8. I was told that they could not stop the charge because I had to wait for it to appear on my card. Only then could I refute the charge. I asked the gentleman to make sure he reported my conversation on the computer so that Chase would have a record of my issue of the bait and switch charges, for later reference. He agreed to do so.

9 I waited. When the charge appeared, I immediately called Chase and reported a scam, a fraudulent bait and switch charge. The dispute was taken over the phone, and I was told that I would be sent a letter. I advised the woman I spoke to that My mail was going to be held until the end of XXXX and I would not be able to receive what they sent to me because I would be travelling in the National Parks out west. She said. " Uh oh. '' Then she said, " I will note your file. '' 10. I asked for and was given a Chase address. I then sent my written statement with my return address on the envelope, to the post office box given to me by CHASE. I had forgotten to type in my credit card number, so I opened the envelope, hand wrote the number on the complaint letter, taped it shut again and sent it. Copy of the letter I sent is attached. Chase claims they did not receive the letter, but it has never been returned to me. And I posted it with a stamp that had a picture of last years eclipse. I remember this very well because the stamp is black until it gets sunlight on it.

12. On XX/XX/XXXX, the following message was left on my home phone : 'Voicemail from ( XXXX ) XXXX " This message is for XXXX XXXX . My name is XXXX ... calling Chase Card Services regarding your recent inquiry. Please call us back XXXX XXXX extension XXXX to-be (? ) reach Monday through Thursday XXXX and XXXX to XXXX on Friday. Once again my name is XXXX (? ) please call us back at XXXX or the number on the back here. Thank you. '' On XX/XX/2018, we received the same message. 
These messages came in when we were travelling to the National Parks in Colorado, Idaho Wyoming, Utah and N. Dakota. We had no cell service and no email 13. Yesterday when I picked up my mail, the Chase paperwork denying my dispute was dated XX/XX/2018 -- arriving a week before I would get my mail! In that letter they state that they had sent me a letter asking if I wanted to continue the dispute. Really? After all I had gone through to register this dispute! Did anyone ever look at my conversations that were on file? 
14. It is probably true that my complaint file against XXXX was getting lengthy. ( I assume,, since I requested my conversations to be noted in my file ). ALWAYS when I called to talk to the various reps at Chase, they were too busy to read the file. No matter who I spoke with they all repeated, like Robots, the company script. All anyone ever did was state CHASE policy. They wouldn't listen, nor hear me, they kept repeating " Chase policy ''.

15. Yesterday, I called the number from the Chase paperwork denying my dispute. My main issue is : I could NOT get in contact with XXXX because the phone never answered. Chase, I would assume was investigating what I said, and part of that investigation should have included trying to call the phone number, which they do indeed have on file. If they had tried to call that XXXXXXXX XXXX phone number, they would have learned that no one answers the phone when you want to cancel a booking. 
Several times I asked the Chase rep to let me speak to a supervisor. That is a joke! The supervisors repeat the company line. Nobody ever read my file. And truly they are very polite, but totally hog-tied because all any of them can do is repeat CHASE 's company policy.

16. When I called yesterday and spoke with the Chase Complaint Department, I was advised my call would be recorded. Not may be. After much frustration, I asked and was then turned over to supervisor, XXXX XXXX XXXX XXXX. More frustration. I asked to speak to his supervisor, I was flat out told, with a good degree of anger and disrespect that it was never going to happen. ( In so many words ). And actually, he spoke the truth. Chase will not allow you to speak with a " supervisor 's '' supervisor. There are none.

17. Yesterday, still frustrated, I attempted to talk to a higher-up, who isn't a Drone. I searched for a name and telephone number for the executive that heads up the Credit Card XXXX within Chase Bank. The only information on-line is the name of CEO, XXXX XXXX. ( Who believes he cares about my {$500.00} issue? ) The phone number they pos XXXX was customer service. Again, I call and get connected to XXXX XXXX TX. XXXX answered. I asked for the name, address and phone number for the person who heads up the credit card division. After getting no answer ( but she did try ) I asked to speak to whoever she was talking to that would not provide the information I needed. I then spoke to Supervisor XXXX. I was on the phone for over 20 minutes with XXXX XXXX. ( VERY polite ) trying to get the executive name and address of the Credit Card division and her " DIRECT '' told her she could only tell me XXXX XXXX was the CEO. DIRECTs never talk to customers, I was told.

18. I am certain that Chase functions within the limits of the law. Nothing more! You can not legislate ethics and high moral standards. However, if I have been scammed, and I call Chase to report it, there should be some way I can keep my credit card from being charged. While I was in XXXX XXXX XXXX, I made a purchase and the card reader was not working. It charged my credit card twice. I was told the reader wasn't working, so I paid cash. Chase called me, almost immediately to see if this was a fraudulent charge. We explained that we were told the reader couldn't read our card. Chase immediately reversed the charges. Why couldn't they reverse the charges when I reported the XX/XX/XXXX fraud? Chases behavior is just wrong. On so many levels!

Company response to consumer: Closed with explanation