Consumer complaint received 2023-11-14
Company: JPMORGAN CHASE & CO.
State: MD
Product: Credit 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 Sir/Madam, I am compelled to seek the intervention of the Consumer Financial Protection Bureau XXXX CFPB ) regarding an ongoing dispute with JPMorgan Chase Bank , N.A . ( " Chase '' ), which has been marked by inaction and a lack of resolution. This concerns two credit card charges totaling {$2300.00} ( {$1100.00} each ) from XXXX XXXX XXXX, a merchant that has failed to render contracted services. 

Case Summary : Initial Charges : Two separate charges of {$1100.00} each for services contracted with XXXX XXXX XXXX, which were never provided. 
Dispute Initiation : The dispute was reported to Chase on XX/XX/2023, following the realization that the merchant could not fulfill their contractual obligations. 
Chase 's Inaction : Despite numerous attempts to resolve this issue and providing ample evidence of the merchant 's failure, including their legal bankruptcy, Chase has neither updated nor closed the dispute since XXXX. This inaction is in direct contradiction to their stated resolution timeframe. In addition to letters and emails, I have contacted Chase on the phone over 10 times regarding this issue, only to be repeatedly informed that a final decision would be made " soon, '' yet no resolution has been provided. 

Additional Context : Previous Correspondence with Chase : Chase has received copies of the WARN notice and the bankruptcy notice from my correspondence regarding other charges on different cards for the same merchant and services. However, there has been no acknowledgment or action taken by Chase in response to this critical information. 
Contrasting Experience with XXXX XXXX : In a stark contrast, XXXX XXXX promptly refunded charges related to the same merchant on the day I filed the complaint, demonstrating a swift and customer-focused approach. This starkly highlights the unreasonable delay in Chase 's dispute process. 

Recent Developments : Merchant 's Bankruptcy : The merchant, XXXX XXXX XXXX, has filed for XXXX XXXX XXXX XXXX, as confirmed by the United States XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  This development unequivocally demonstrates the impossibility of the merchant delivering the services I paid for. 
Lack of Resolution from Chase : Despite my efforts to provide all necessary documentation, including the merchant 's bankruptcy details, Chase has not taken appropriate action to resolve the dispute. The matter has been left pending for an excessive duration, significantly exceeding Chase 's advertised dispute resolution period of 35 days. 

Request for CFPB Intervention : Closure of Investigation in My Favor : I respectfully request the CFPB to direct Chase to close the ongoing dispute in my favor. Given the comprehensive evidence provided, including the merchant 's insolvency, it is clear that the services for which I have been charged will never be rendered. An immediate and favorable resolution of this dispute is not only justified but also imperative. 
Refund of Disputed Amount : I seek your assistance in securing a refund of the total disputed amount of {$2300.00}, as it is evident that the charges are for undeliverable services. 

Enclosed are copies of all pertinent correspondence with Chase, the bankruptcy notification of XXXX XXXX XXXX, and supporting evidence detailing the dispute 's history and Chase 's lack of appropriate action. 

I appreciate the CFPB 's attention to this pressing matter and look forward to a resolution that respects consumer rights and adheres to fair practice. 

Thank you for your time and consideration.

Company response to consumer: Closed with monetary relief