Consumer complaint received 2021-04-15
Company: JPMORGAN CHASE & CO.
State: AZ
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:
On XX/XX/2021, I scheduled 2 appoints to have my in laws complete a Rapid COVID test to allow them to fly internationally back home. I received two emails and text notifications of their appointments and headed to the location. The first individual in the line collected two separate payments of {$140.00} from us and asked us to pull forward. When we rolled down the windows I asked when the test results would be back because my in-laws will be flying out the next day on XX/XX/2021. The individual said this is not a PCR test and I should confirm they will accept the RAPID test results for flying before they do the test. I looked online further at the requirements and the country they were flying to require the test be a PCR test. The manager, who was next to this lady speaking to us said that he will cancel the appointments and send me a refund. The refund was processed for 2 transactions, but appeared to have the same reference code. I didnt notice it as we were in a line of cars and needed to move forward. 

I went home and signed online to my Chase credit card account and confirmed there was only one credit returned. I waited 24 hours to ensure the credit wasnt going to post overnight and then decided to call the merchant when I confirmed the second refund was not posted. On XX/XX/2021, I contacted the merchant, who was very helpful but advised that since it was a Saturday she would have to take my information down and have a manager call me back Monday-Friday. I still did not hear back from the merchant so on XX/XX/XXXX, I made a dispute as services were not rendered for one of the transactions that was not credited back to me. At this time, I explained to Chase bank the same details above and advised that I had all the cancellation details and dates and would be able to provide them, if needed. The agent let me know nothing was needed other than an explanation and she continued with a dispute. 

On XX/XX/2021, I looked at my account online and noticed the funds were removed from my account and the claim had been denied because the merchant issued credit. I contacted the claims department again and let them know I only received credit for one appointment, and wanted to know why it could be denied if they confirmed the merchant did not issue credit on the other transaction? The agent let me know the first person who filed the dispute, did so on the transaction the merchant already credited me and advised she would file a new dispute on the other transaction I did not get credit on. Today, XX/XX/2021, I received an email that more information was needed and I needed to contact Chase claims disputes at XXXX. I called and spoke with XXXX and asked her what she needed from me and she let me know I would get a letter in the mail. At this point I was feeling very frustrated that with the account relationship we have, and the one time I need something from my bank, they werent able to step up and help me with this situation. Instead, they continue to put the responsibilities of resolving the issue in my hands, but never accept the offer of taking any of the confirmation emails I have to support my claim. 

As long as I have been a customer of chase, I have never filed a dispute for any transaction. I have numerous consumer products and credit products that have never missed a payment or been delinquent. I hold a very substantial balance in my account and it remains there throughout the year just building. I understand Chase bank is a large bank, but is this really how you treat your customers and inconvenience them over and over and over for {$140.00}? I have offered on numerous occasions to provide supporting documentation to provide to VISA for this dispute and no one has been willing to accept it. Instead my claims are closed, emails are sent asking me to call in and to provide information, and then nothing is collected on those calls. I am not a thief, I am asking for a refund of a transaction I received no services for and can provide proof of that. Are you not willing to hold onto a decent customer for {$140.00}? I would like my bank to take some initiative and step up to help resolve this issue instead of asking me to run around in circles. You have a very flawed process here that needs to be looked at. Whats even worse was when I was moved over to a supervisor ( XXXX ) .The supervisor had a very condescending tone like it wasnt his problem. I mentioned over and over to him and to the previous agent I wasnt upset with them, but more so the process and what I have been going through to get it resolved. XXXX did not seem to care to help further until I asked for a way to have my complaint documented and moved to a complaints team. XXXX then said he was only able to provide me with an address. No email, no phone, and no online link to log my concern in a timely manner. Time is important to me. 

I asked XXXX again if there was anything he could help me with since I was directed by Chase bank to call in, but nothing happened on the call. XXXX placed me on hold and advised he reopened my claim disputed it again and would provide provisional credit in 7-10 days. I asked why it was closed if the previous agent said it was open and the reason for my call was to call in and provide additional information? XXXX was not able to provide that reason to me, but advised again that he reopened it. At this point I have an issue with all account entries and debits related to this issue and ultimately, I want this resolved to stop this mess on my account. Please provide a resolution to this mess as soon as possible or let me know my relationship doesnt matter and we will move everything to a competitor.

Company response to consumer: Closed with explanation