Consumer complaint received 2020-11-18
Company: JPMORGAN CHASE & CO.
State: FL
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:
Note that I am refiling this complaint because JP Morgan Chase Credit Cards did not provide any of the documentation they are legally required to provide in their response and they lied to the CFPB saying I had been given a partial refund for services not rendered. The partial credit they reference was the return of a security deposit, NOT a credit for the services never provided ( see attached documents ). They are now knowingly, and falsely claiming that the security deposit refund was actually for the services not provided. Chase is in possession of all the attached documentation proving my case, so they knowingly lied to the CFPB in their response. Attached please find e-mail from the merchant confirming that XXXX XX/XX/XXXX~ {$1600.00} USD ) per MONTH is the price for service plus a XXXX XXXX security deposit to be refunded upon the patient 's departure. Also the unsigned card not present sales slip. ONLY the security deposit was refunded, not the portion of the service never provided. Furthermore, JP Morgan Chase Credit Cards has refused to follow the law with regards to disputes : Law requires : 1 ) " unauthorized charges. Federal law limits your responsibility for unauthorized charges to {$50.00} '' - I have billed for over {$1600.00} in fraudulent charges. 

2 ) Consumers are not responsible for " charges for goods and services you didn't accept or that weren't delivered as agreed ; " - I have provided indisputable proof that the services I was billed for were not provided in full and that the limited amount that were provided were not as agreed with the merchant. Chase provided no rationale for determining that the charge was valid and NO supporting documentation. They are required by law to provide a full explanation and supporting documentation - they have provided neither - only a vague form letter saying that they " investigated '' determined the charge was " valid ''. This letter was received AFTER their legally imposed 60-day deadline to resolve the dispute. 

3 ) " The creditor must resolve the dispute within two billing cycles ( but not more than 90 days ) after getting your letter. '' They did not resolve the dispute within the time limit. The charge was in XXXX, the initial dispute was in XXXX, their final vague rejection of the dispute was in XXXX, more than two billing cycles later. Illegal! 

4 ) " If the creditor determines that you owe a portion of the disputed amount, you must get a written explanation. You may request copies of documents proving you owe the money. '' Chase has provided no written explanation and no supporting documentation whatsoever - only a vague form letter saying they " investigated '' and " determined the charge to be valid ''. 

5 ) " If the creditor 's investigation determines the bill is correct, you must be told promptly and in writing how much you owe and why. You may ask for copies of relevant documents. '' I received nothing " promptly '', well beyond the 60 day deadline to resolve the dispute I received a vague form letter saying the charge is " valid '' based upon Chase 's " investigation ''. I have received no detailed explanation and no supporting documentation despite 10s of requests. On the contrary I have provided Chase with indisputable documented evidence that there is no way the services could have been provided as agreed - the patient was dead before the end of the prepaid service period. There was no agreement ( written or otherwise ) that the service provider would be entitled to steal the unused prepaid balance or that they would be entitled to be paid if they failed to provide the agreed upon service according to the agreed upon terms. The merchant in fact took the patient to another facility without authorization and then refused to pay the additional bills they created without authorization. There were in fact no written terms of service other than that the merchant was to provide one month of in-patient care ( which they did NOT provide ), they were not authorized to move the patient or to provide any treatments not agreed in writing ( they violated this ). 


6 ) " If you disagree with the results of the investigation, you may write to the creditor, but you must act within 10 days after receiving the explanation, and you may indicate that you refuse to pay the disputed amount. '' I have not even been provided with the results, explanation and documentation of original " investigation, '' to date, but I have made clear that I disagree and appeal the decision. Chase is over the time limit for resolving the dispute. I have appealed their " non-investigation '' and they have ignored my appeal to date. I have notified them I refuse to pay the amount but they have ignored this only replying with vague form letters saying " we will answer within a week ''. 

I would like the CFPB to be provided with ALL the documentation of the investigation that Chase has refused to provide me with. 

Additional details attached.

Company response to consumer: Closed with explanation