Consumer complaint received 2023-08-04
Company: JPMORGAN CHASE & CO.
State: CA
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:
XXXX XXXX XXXX XXXX XXXX XXXX, Ca XXXX XXXX XXXX XX/XX/XXXX Federal Trade Commission Consumer Response Center 600 Pennsylvania Avenue, NW Washington , DC 20580 Re : Complaint Against Chase Freedom Account Ending in XXXX for Failure to Address Dispute and Refund Dear Sir/Madam, I am writing to formally file a complaint against JPMorgan Chase Bank , N.A . regarding their handling of a dispute and subsequent failure to refund the charges made to my Chase Freedom credit card account ending in XXXX. I believe that their conduct in this matter is in violation of consumer protection laws and regulations. 

On XX/XX/XXXX, I made a transaction using my Chase Freedom credit card for a XXXX trucking rental service. Unfortunately, I encountered significant issues with the service provided by XXXX, including On XX/XX/XXXX, I rented the aforementioned truck from XXXX to facilitate a personal move. From the outset, I noticed that the braking system of the truck appeared to be faulty, as it exhibited alarming signs of deterioration and inefficiency. Despite this, I proceeded with the rental, hoping that the issue might resolve itself or improve with use.Throughout the rental period, I experienced numerous instances of the truck 's brakes exhibiting irregular behavior, such as : Delayed Response : The brake pedal had a considerable amount of slack, causing a delay in the braking response when applied. 
Grinding Noise : The brakes emitted a loud grinding noise upon use, indicating significant wear and tear on the brake pads. 
Reduced Stopping Power : The truck 's braking ability was notably compromised, requiring me to apply excessive pressure on the brake pedal to achieve minimal deceleration. 
Brake Fade : During extended downhill descents, the brakes showed signs of brake fade, leading to a significant decrease in their effectiveness.

These alarming brake-related issues not only caused severe inconvenience during my journey but also jeopardized my safety and the safety of other road users. As a responsible and cautious driver, I felt compelled to exercise extreme caution while operating the rental truck, which resulted in unnecessary delays and anxiety throughout my trip. 

To address these concerns, I promptly reported the brake issues to your company 's customer service department on XX/XX/XXXX. However, despite acknowledging the matter, there was no immediate resolution or replacement of the vehicle offered. I continued to use the truck cautiously while raising my concerns repeatedly throughout the rental period. I informed the person in charge at the drop-off location, and they confirmed the issue and sent the receipt with {$0.00} charges. I need you to credit my credit card as requested before. 

As a result, I attempted to resolve this matter directly with XXXX to seek a refund or resolution. 

Despite my best efforts, XXXX proved uncooperative and failed to address my concerns appropriately. Consequently, on XX/XX/XXXX, I contacted Chase 's customer service department to report the situation and initiate a dispute for the charges related to the XXXX transaction. I provided all necessary documentation, including XXXX invoice. 

To my surprise and dismay, I received a response from Chase indicating that my dispute was denied due to the use of the service. This decision contradicts the clear evidence and documentation I provided, and it has left me in an unjust position of being held responsible for charges related to a service that I did not receive as expected. 

Furthermore, despite my attempts to communicate with Chase 's customer service representatives, I have been met with a lack of assistance and understanding. The resolution of this matter has been needlessly prolonged, and I have yet to receive the refund that is rightfully owed to me under the Fair Credit Billing Act and other applicable consumer protection laws.

I am writing to request the intervention of the Federal Trade Commission to address this issue promptly and ensure that I am treated fairly as a consumer. I kindly request that the FTC investigate the handling of my dispute by Chase Freedom and assist in securing a full refund of the charges related to the XXXX transaction, as well as any associated fees and interest that may have accrued due to this dispute. 


I appreciate your attention to this matter and look forward to a swift resolution. Please feel free to contact me at [ Your Phone Number ] or [ Your Email Address ] if you require any further information. 

Thank you for your time and assistance in this regard. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation