Consumer complaint received 2017-03-27
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card
Issue: Billing disputes

Complaint:
On XXXX/XXXX/16 we began depositing money into a binary options platform, called XXXX ( XXXX ) - XXXX. In total we deposited $ XXXX on various credit cards into the account before realizing this was a scam. We stopped trading. We had a gain of $ XXXX. We immediately contacted Chase 's disputes department- XXXX/XXXX/16. Following the advice of the agents, we culminated all of the evidence to show how XXXX was a scam and the services which we had paid for were not rendered. Chase misrepresented us and mistreated us in this disputes process. XXXX, who was the last Chase rep. from the Executive Office whom we spoke to, admitted to us ( XXXX/XXXX/16 ) that we had a solid case and that Chase was wrong but that it was now too late to do anything - after they repeatedly pushed us off. Had Chase properly researched and dealt with our dispute without passing us off from agent to agent, the necessary steps would have been performed in order to save our money. 
1 ) Our case involved many intricate details but no Chase rep contacted us in order to better understand the situation. We repeatedly tried to call but we were never allowed to speak to the rep. handling our case. We left many messages asking to be called, to no avail. 
2 ) On one occasion, ( approx. XXXX/XXXX/16 at about XXXX ) XXXX, a chase disputes rep., conferenced us to a XXXX rep. XXXX agreed to the Chase rep. and us that the money would be refunded. They told us to log on to their website and make an electronic withdrawal. Chase then closed the dispute but the withdrawal never went through and we never received the refund. 
3 ) Chase told us that if we furnish them with a letter from a finance trading professional then this would be sufficient evidence to win our dispute. On XXXX/XXXX/16, we reopened the dispute including signed documentation from a finance trading professional explaining how the XXXX platform which trades in milliseconds was not even in real time. He documented a number of other reasons which proved that it was impossible for us to have been receiving the service that was promised to us. Also furnished to Chase, was an email from the XXXX broker who had worked with us, outlining the services which he promised to provide upon our deposit, none of which were provided - which we proved. See attached. 
4 ) Chase disputes representatives ( reluctantly ) admitted to us that they were familiar with this company and that it was not legitimate. 
5 ) We repeatedly tried to get back in touch with the agent from Chase who was on the phone with us, leaving messages for her to call us which were not returned. 
6 ) Chase claimed that XXXX had shown documents we signed saying we had received the services promised to us. We never signed any such document. When we asked the representative to check the signatures, they said they do not verify signatures. They also refused to provide us with those documents. 
7 ) In XXXX, the Executive Office took over the dispute but the case was passed between representatives and we were put off many times by representatives transferring positions and no one person handling the case. After a few weeks of no response, on XXXX/XXXX/16, XXXX called us and abruptly said that it was too late and there was nothing that can be done. They had promised and confirmed that once the dispute was opened within 180 days of the charge, there was no concern of it becoming too late. This was severely negligent of Chase. 
8 ) While we were on the phone with XXXX she just hung up the phone on us. Throughout this entire saga, Chase acted a haughty, faceless organization without showing concern. 
9 ) It is also important to make a note of the fact that some of this money was charged on a XXXX credit card. The person handling the dispute was the person who we spoke to and after briefly looking into the matter they immediately refunded the full amount.

Company response to consumer: Closed with explanation