Consumer complaint received 2019-02-28
Company: JPMORGAN CHASE & CO.
State: MD
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:
CHASE HAS WRONGLY CHARGED MY ACCOUNT FOR THOUSANDS AND BLAMES ON UNTRAINED CUSTOMER SERVICE Firstly, Id like to start by saying that prior to this incident, Ive enjoyed being a member of the Chase family and rewards that have come from being a Sapphire  Card holder. Ive traveled the world with Points, helped build my dream business with the credit line, used this as my primary card for all major expenses ( spending over {$98000.00} in XXXX ) and have referred others who use the card as well. 

So you can imagine my dismay when I called early XXXX BEFORE I MADE the initial transaction that was disputed, to ask a customer service rep if Id be covered in a very specific situation. I told the rep that I would be sending money to a person for a service that I would be paying for using my Chase card via a mobile payment service ( I gave examples ie XXXX/ XXXX XXXX/ XXXX ). I asked, in the event that I dont receive the service that Im paying for, if I was covered to receive a refund. She said that I was, which was the ONLY reason that I transferred {$7000.00} through XXXX XXXX  and XXXX via my Chase  card ( which incurred a 3 % fee ), because I thought I was protected and I trusted what the Chase rep told me to be true. So, after about a week, I was supposed to receive the service that I paid for and I didnt. I called Chase immediately and started the dispute on XX/XX/XXXX and had an ongoing line of communication between myself and the dispute department, providing them with everything asked for in a timely manner. I received a temporary credit for the {$7000.00}. After weeks of no update since the last response from me on XX/XX/XXXX, I was surprised to see the rebill of the the XXXX XXXX  charges on XX/XX/XXXX and a letter following the next day saying that the dispute charges were found valid. 

I dont believe that I should be held responsible for the charges especially because I did my due diligence by calling Chase customer service before I made the transaction in order to confirm protection. And the only reason that I went forward with such a large transaction ( and paying extra fees by using the credit card versus just paying no fees via my bank account or cash ) was because the rep confirmed that I was protected in the event that that service wasnt rendered. So now, the service is still unrendered but yet, what I was assured would be covered, seems to have been misinformation that I thought would by factual - given the source. I actually was told, on one of the many occasions I called to speak to a supervisor, that I should have asked to speak the fraud because the person who told me that was likely in customer service and likely wasnt trained on how to answer that properly. 

I understand that people are human and mistakes happen, but in the event that human error causes such an egregious outcome, I hope you would agree that its up to the company that they represent to make it right. I would like to continue utilizing Chases services, but the only way to restore the broken trust is by honoring the information given to me by the Chase representative. I hope to look forward to many years of being a part of the Chase family

Company response to consumer: Closed with explanation