Consumer complaint received 2018-09-27
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:
On XX/XX/XXXX a charge was made to my account for over {$18000.00} from XXXX XXXX. The charge was due to an error made on XXXX XXXX end ( ultimately XXXX upper management agreed with me that it was a mistake ), but Chase failed to impartially review the information and make the same conclusion. They validated the Charges twice despite two disputes and copious evidence. 

I called to inform Chase that the charge was unauthorized ( as in I did not purchase anything from XXXX, though they did have my credit card on file ). They opened a fraud case which eventually became closed as I did provide the credit card information to XXXX. 

I re-disputed the charge, and making a statement that XXXX switched my account to a paid service without authorization ( I was using a service under XXXX that was covered by usage credits they had granted me ). I submitted copious documentation showing the invitation email, the terms of the monetary credits, and my usage of the credits under their " sponsorship plan ''. I showed that the plan was switched to a paid account without my notice or authorization. 

Chase again closed the dispute as a valid charge, despite the evidence. Their stated reason for marking it as valid is that I had received services. My primary claim that I did not even sign up for the paid services in the first place was ignored. I provided documentation that my credit card information was provided for the sole purpose of activating a special sponsorship subscription plan in which monetary credits would cover 100 % of usage costs. The agreement specifically outlined the *only* two cases under which the plan would be converted to paid plan, and neither of those conditions had been met to warrant switching to a paid plan. I showed them that the plan that I signed up for was switched by XXXX employees to a normal paid subscription plan without my knowledge or consent. 

I had then called in to tell them that I was making a claims and defenses dispute with my evidence. The product advertised ( usage of their service under monetary credits ) was not received as per the agreement for providing billing information in the first place ( they had switched the plan from using credits to being fully billed without my knowledge, authorization, and in violation of the agreement for signing up for the service ). Multiple agents on repeated calls informed me that I could not make such a dispute, and that if it was not a billing error with an explicit receipt showing that XXXX charged the wrong amount, then they would not investigate. I informed them that federal law requires them to investigate claims and defenses, to which they ( paraphrased ) responded " I can not advise on legal issues ''. 

Furthermore, during this whole process, and despite XXXX upper management ultimately reviewing the same documentation provided to Chase and siding with me ( they issued a refund ), Chase reported the amount due to credit agencies which informed me that my credit score was lowered. Chase disputes representatives also repeatedly  denied me my rights to a claims and defenses dispute by denying any knowledge of this federal law.

Company response to consumer: Closed with non-monetary relief