Consumer complaint received 2023-05-30
Company: JPMORGAN CHASE & CO.
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/2023 I called Chase to dispute the amount of {$9000.00} from merchant Premiere. I certified mailed the dispute letter with evidence a few days later which includes ( copy of service contract, merchant advertisement, emails and timeline of events ). 

On XX/XX/XXXX, I received Chase letter providing merchant response that the contract states a 3 day cancellation policy. On XX/XX/XXXX, I uploaded my response that merchant promised a specific date of filming service before contract was signed but changed the date well after the 3 days ( date was changed by merchant on XX/XX/XXXX ) and uploaded everything I already sent by certified mail to Chase which includes the full service contract. I called and spoke with Chase rep XXXX at XXXX asking if all is received and she confirmed. I asked if they needed anything more and she said that if they have questions, they will contact me. That never happened. 

On XX/XX/XXXX I was notified by Chase that the charges are valid and case is closed. The reason is because merchant claimed services rendered in full in their letter dated XX/XX/XXXX. Merchant 's exhibit provided a snippet of the service contract which purposely omitted the sentence that states the service of production ( filming ) which has not yet occured. This is the same service contract that was provided by me in full on the XX/XX/XXXX letter and uploaded on XX/XX/XXXX as supporting evidence. Between XXXX XXXX, I explained this over the course of several phone calls to Chase dispute team and asked how I can appeal or request to re-open the case. The account supervisor, XXXX on XX/XX/XXXX did not even try to help me... she told me to go to Chase.com without any guidance and pretty much told me that the result will be the same. I asked my local banker XXXX in the Chase XXXX location to help and she was told the result will be the same. No one was able to explain to me why when clearly the evidence shows merchant lied. I went ahead with the request to re-open and that in itself was the most frustrating experience. Every time I spoke with a Chase rep, I was told different things ( fax it, mail it, upload it to document center ) which I did all of them. But by XX/XX/XXXX, I was told Chase did not receive the fax from Chase XXXX, nor the uploads because I find out it goes nowhere once case is closed, nor the certified mail yet. It wasn't until I spoke with XXXX that night at XXXX he suggested I send a secure message through my signed in Chase portal. Finally I get a response that it went through. 

On XX/XX/XXXX, I received a letter stating the charge of {$9000.00} is valid without reasons or context. I called on XX/XX/XXXX and spoke with XXXX first, got disconnected, called again, got XXXX, disconnected, called once more and spoke with a lady. She told me that the reason why they can't re-open is because the date for Chase to respond back to merchant has expired. It expired on XX/XX/XXXX. 

So how can I request to re-open a dispute when I only received notification from Chase on XX/XX/XXXX that the case is closed?! This doesn't make sense. If Chase knew the expiration date was XX/XX/XXXX, and the merchant last responded on XX/XX/XXXX, why was I, the consumer/cardholder not notified much sooner so I can easily disprove their claim with evidence that was overlooked?? 

What boggles my mind is that I provided on XX/XX/XXXX with the full contract already which disproves the merchants claims on XX/XX/XXXX! It seems that if the merchant responds with any bogus claim, the merchant wins regardless of conclusive evidence. Chase dispute team handled this case incompetently and the whole ordeal is a sham. Most of the reps are not well trained to help you through a dispute. Not only was my family victimized once by the merchant but again by Chase 's dispute team who is suppose to help the consumer who has no knowledge of how this process works.

Company response to consumer: Closed with explanation