Consumer complaint received 2019-07-11
Company: JPMORGAN CHASE & CO.
State: NJ
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:
I initially filed a dispute with Chase back in XX/XX/XXXXagainst a charge from XXXX for {$25.00} on XX/XX/XXXX. I wanted to file it online because of the convenience of not having to deal with a representative ... Although I suppose it wasn't all that convenient. Because all it did was create a mess. The real reason of my dispute was not being accepted. They need to fix their disputes section of their wesbite, because you should be able to select any reason on the site, not just one or two ... So after I clicked the wrong reason, I added the real reason in the notes, but I guess no one bothered to look at that part ... Chase then mailed me a letter requesting more information about the charge. I could not provide them with the requested documentation because they asked me for proof that I paid with another method, since that was the reason I had to select on their website. So they closed my case ... I then called them, which was about a month ago in XX/XX/XXXXand told them the real reason I was disputing, which was because I tried to return the item but only store credit was being offered, and that was not how I paid for the item. I also mentioned to the person from the disputes department that I filed a complaint with XXXX and the Regional Manager was supposed to call me about the incident but never did. I also mentioned that I still have the product, untouched since I tried to return it on XX/XX/XXXX, waiting to be returned if the merchant would like ... It has been a month since my case had been re-opened, and I have not received one letter in the mail or phone call regarding my case, and a credit was never temporarily posted to my account all of this time. So the first time I called today, after giving all of my information to a representative and explaining the situation, he transferred me to an automated system that hung up on me ... The second time I called, after 15 minutes of speaking to another person, who was just a tad arrogant, he hung up on me while I was still talking ... And the THIRD time I called, the third agent who I yet again had to explain my situation to, argued with me, saying that according to XXXX ' policy, they don't even return over the counter products once their opened ... Um, I've been returning items just like that to XXXX on and off for the last 15 years. They most certainly do! If it's their brand, they will return it, as per the XXXX Money Back Guarantee '. Not sure what she was looking at.. But ALL XXXX pharmacy and XXXX branded products come under a 100 % money back guarantee ... I kept explaining this to her but she just kept arguing with me. I then asked her to just please tell me what was going on with the dispute that was re-filed over the phone back in XX/XX/XXXX. She said they closed it ... Closed it?!? Why?? Because of the bogus XXXX she was telling me??? They didn't even inform me that they closed my case! No letter, no phone call, no Nothing!! These people are so unprofessional.And they treat their customers like garbage!!! And between the fraudulent charge to my account for {$340.00} that they said I authorized when I didn't ( which they STILL never showed valid proof of by the way ), and now this, I will be closing my account with Chase after I receive the credits that I am owed ... Horrible people.. Monsters ... Just like XXXX ... They must both be in cahoots with each other ...

Company response to consumer: Closed with monetary relief