Consumer complaint received 2020-05-06
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:
Dear CFPB, My credit card was charged of {$3500.00} as a pre-payment fashion that wasn't written according to the unsigned agreement on XX/XX/XXXX nor authorized. 

I filed successfully a dispute with Chase bank on XX/XX/XXXX. The banks XXXX team first called me for basic information and asked me one detail, which became banks final excuse on failing my dispute, was what was the cancellation date. I explained to the banker for several calls that the vendors entire team has disappeared, therefore there wasnt any cancellation date as nobody at the vendor team has answered my calls or emails. I made approximately 30 attempts in looking for the people that took my credit card and were assigned to my account, including a regional manager. 


Since then, nobody has never called me back from the bank to discuss my case from XX/XX/XXXX till XX/XX/XXXX, despite I have tried to escalate and patiently waited for their handling with high gratitude. I would have never believed Chase bank would have failed me in this way. 

I kept calling XXXX number to follow up and asked for call back by my case agents assigned. Surprisingly, all of these escalations were dismissed and nobody called me back to discuss until XX/XX/XXXX. 

The banks few responses have been self-conflicting from a voice mail left while I was on plane on XX/XX/XXXX, stating " its too late '', to Ms. XXXX, as the first one called me back on XX/XX/XXXX stating " its filed to too soon '' therefore " no recourse '', " she is the top and end. After that, XXXX showed up saying " no billing error '' therefore " nowhere I can go beyond him '', and then his boss Ms. XXXX called me and finally first ever looked into the case, and her finding was " the deadline was XX/XX/XXXX and " no cancelation date '', therefore my dispute had to fail. 

I dont need to draw any conclusion. Anybody with clear eyes could see the ridiculous conflicting statements and gross negligence. Whats more troubling than their trying to cover up each others errors and trying to bully me away was nobody looked at the contractual obligation of credit card consumer protections and no mentioning the reasons and facts of fling this dispute as below : - There has been no guaranteed service delivered in the past 10 months. Especially I have sincerely expressed my concerns on service is time-sensitive. 
- All team members of Its Just Lunch introduced to me have disappeared without any reach after approximately 50 attempts from me within first 76 days. 
- The un-signed agreement didnt say the client should pre-pay 10 months in advance. So XXXX wasn't authorized. 



I have called, emailed, faxed to Chase several dozens of times each month to tell my gratitude as being a private client and being a loyal customer for the past 10 years. I indeed patiently waited the bank to resolve and to meet their contractual terms on credit card protections. 

7 month later, I only realized that Chase has all been worrying about covering up each others mistake at the cost of the customers prolonged loss and humiliations. 

They grossly delayed my case and caused the loss of time window, and grossly neglected on the nature and result of my case, caused the prolonged pains and losses, despite I have extended my gratitude and patience in the past 7 months in hoping their executive office could correct the mistakes, but only found these self-conflicting responses as above. 

Thanks for your brining the justice and protect consumer. I believe Chases credit card advertisement on consumer protection is not another consumer fraud. 

Thank you very much for your kind supports. 

Sincerely, XXXX

Company response to consumer: Closed with explanation