Consumer complaint received 2022-02-14
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 want to complain Chase Bank. Chase was totally irresponsible about my dispute transaction. 
I had a wrong charge from XXXX on XX/XX/XXXX on one of my chase credit cards. I collected information, detailedly described the situation, sent materials to Chase Dispute Address ( XXXX XXXX XXXX XXXX DE XXXX Chase credit card dispute department ) by mail, and finally opened a dispute case ( case number XXXX ) on XX/XX/XXXX. On XX/XX/XXXX, I called Chase to ask for a case update. The customer service agent gave me the case number XXXX and said they were working on it and might need up to 3 months. 
Until XX/XX/XXXX, I still had not received any response from Chase, I called Chase again. The agent said the XXXX case was closed because Chase sent me a need-more-info form/document on XX/XX/XXXX and I did not reply. But the question is I never received any notice or letter from Chase about the document they mentioned. The agent said Chase usually has some problems with paperless document delivery, and he will reopen the case, and send the document again, and he gave me a new case number XXXX. I confirmed with him since we attached the first case number, the dispute was still valid on the time frame.And he said it may need about one month or more to update. 
No update again. Until XX/XX/XXXX. I received the letter from Chase that said the transaction I disputed is valid, not gave me any reason. I had to call Chase again for reason. One supervisor from Chase said because I do not reply to the need-more-info document mentioned before but I never received it, case was closed. And according to the supervisor said the transaction was a fee for XXXX. I really do not know what fee XXXX needs to charge without letting me know and approve. As an online department store, XXXX should only charge for goods or gift cards, right? That should be XXXX 's work to prove what they charged for ( provide order information and tracking or something else involved in the disputed transaction ). I already sent all my materials and queries about the transaction to Chase, how does XXXX reply? what Chase needs to do is to contact XXXX to prove what the charge is for, right? I really doubt that Chase even has not contacted with XXXX about the disputed transaction seriously. 
What is more, the supervisor even said since it is over 60 days from the date transaction was posted, no matter what happened before, the chase will do nothing about the transaction. I have to lose my money. That is reasonable???? That really shocked me. The first time I reported the transaction is totally in the time frame. And I really have not received the-need -more-info document Chase said ( they said they sent the document through Chase App, I almost went my Chase app over, could not find it ). What is more, for so important notification, why chase could not email, or mail or call me for an update??? Actually, before XX/XX/XXXX, I emailed and called Chase many times for an update, just have not received any response. 
Could Chase do business and treat its loyal customer 's case so irresponsibly?

Company response to consumer: Closed with explanation