Consumer complaint received 2018-02-14
Company: JPMORGAN CHASE & CO.
State: AL
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 had a horrific booting experience in a major city in which I was visiting. I pulled into a lot next to a mall to go to dinner and came out in the dark and cold with two young women to find a boot on my car. Two men approached me and said I was parked in a private lot and I needed to produce my credit card to get the boot removed. I was terrified and couldn't understand how a mall parking lot could be private. I gave them my card under duress as I wanted to leave and was terrified. This was a charge for {$75.00} on XX/XX/XXXX. I immediately called the credit card company and cancelled my card and also started the the dispute process with Chase bank. I also contacted the city and the parking company, which has a reputation for predatory practices. Chase was very understanding and told me they were sorry for what happened and would start the dispute resolution process. I first got a letter, to which I responded and provided all the relevant information ( including pictures of the supposed " warning signs '' that were dimly lit and behind bushes ). I faxed everything within a day of getting the letter. I got a call from a woman who asked me to call back, provide a number and the best time to reach me. I called back multiple times and left my information. I got another call from her and called back again multiple times and left the information again. Then I got a second letter from Chase saying that I needed to fax in the same information that I had already sent. I called the woman again. I never got a call back. Then I got a letter dated XX/XX/XXXX that told me the dispute had been resolved and it was a valid charge. I called the number and the first person said it was resolved this way because I failed to respond ( which was not true, obviously ). I escalated the call and the person told me that it never would have been considered for dispute because I handed the card to the men so it was on me. He said it wouldn't have mattered what the facts were because anytime you voluntary give someone a card, it's your responsibility. I explained again that it wasn't voluntary. I actually told the men they were holding me and the children against our will and I felt like I was being kidnapped. The question I have is why Chase would have started me in the dispute process, sent me two letters, made two phone calls to seek more information and then told me that nothing I said would matter? Also, why did someone ask me for a call back to get more information and then not call me back when I provided that information more than once? Why was I sent a second letter? Also, there's a statement on the resolution letter that does not correspond with what the dispute resolution specialist told me was the basis for my resolution ( something about the merchant 's cancellation process ). He told me that it was not possible to get any information about their resolution process ( I could not have a copy of their policies or guidelines ) and I could not talk to any other human about my concerns ( he gave me an address in XXXX, OH, to write to but told me that no one would contact me about my complaint ). I feel like the dispute resolution process was not fair because the person who contacted me did not call me back when I provided a number and time to reach me. Then I was told multiple different versions of the resolution process by different people at Chase. If it was always a valid charge, why was I sent two letters and why did I receive two phone calls for more information. And why did they fail to follow up with me when I attempted to provide that resolution.

Company response to consumer: Closed with explanation