Consumer complaint received 2020-01-30
Company: JPMORGAN CHASE & CO.
State: CT
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 have a chase marriott rewards credit card. On XX/XX/XXXX XXXX charged {$320.00}. I reached out to XXXX because they were not supposed to automatically take payment for my XXXX account, and because the total chraged was for my account as well as my mothers XXXX account. On XX/XX/XXXX my mother and I called XXXX where they sent a confirmation that they were going to refund my {$320.00} and then we proceeded to pay for the 2 seperate accounts at a different rate on a different credit card. The XXXX confirmation number is XXXX and the representitve who helped us was XXXX. Since the refund never went through I reached out to chase to dispute this charge. Chase asked that I send over documentation proof. So on XX/XX/XXXX I requesed with XXXX at Chase the  dispute paperwork. On XX/XX/XXXX after waiting over a week for the paperwork to be emailed I sent via email and fax a copy of my dispute as well as a copy of my fathers bank statement and the XXXX confirmation nubmer and name for my refund. XX/XX/XXXX I learned after playing phone tag for a week that they denied my claim becuase I blacked out my fathers account number for his protection. After an hour long phone call around XXXX  with XXXX XXXX a dispute supervisor at chase he siad if I re-submitt my proof with at least the last 4 digits of myy faters account showing that within 24 hours I would have a responce. On XX/XX/XXXX at XXXX I resubmitted my proof. This apparently was a lie, because on XX/XX/XXXX at XXXX I called chase again to get some kind of an update. I first spoke to XXXX who clearly stopped listening to me halfway though my conversation and then told me I couldn't be connected back to XXXX and instead sent me to a supervisor named XXXX at XXXX who told me that the 24 hour time frame was not possible. That she would look into my XX/XX/XXXX call and get back to me. I then asked her if there was any update or what my status was and she had no answer just told me to wait 30 days. I never heard from XXXX again. So I waited the 30 days and on XX/XX/XXXX at XXXX I called chase for an update. I was transfered from XXXX to eventually a new supervisor in disputes named XXXX who told me on XX/XX/XXXX my dispute was denied because I did not send over proof. He saw my attempt on XX/XX/XXXX but there was an apparent error in uploanding my attachments, but nobody from Chase thought to call or email me telling me of this problem. They also never thought to call or email me after my claim was again denied. So XXXX told me to try and re-submit again my proof but this time fax it. So on XX/XX/XXXX I will be sending a fax, another email and a certified letter with all of my proof. I have also been in contact with an attorney to see what options I have. I keep sending over proof and Chase keeps denying my claim saying they do not have proof. I do not know what else to do to prove this is a legitmate dispute, and the {$320.00} is a lot of money for me and I don't believe I should be responsible to pay this total. I now feel as though Chase is stealing from me and I do not want them to attack my excelent credit score because of their neglagence.

Company response to consumer: Closed with explanation