Consumer complaint received 2021-04-30
Company: JPMORGAN CHASE & CO.
State: NJ
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 have contacted the company over 13 times regarding an issue with a dispute I tried filing with them. I have received an onslaught of various communications all from supervisors. 

Several months later and my dispute is still not being handled appropriately. 

I have successfully disputed these charges with the same merchant with Visa with 4 other banks. This is the ONLY bank that refuses to forward my dispute to Visa. I know I have the proper documentation and proof and that I qualify for Visa dispute code 13.5 Misrepresentation after going through the process with several other institutions and reading the Visa Dispute Code handbook. 

Below is a letter I sent the company regarding my numerous contacts with them : Im writing you all regarding the disputes I submitted for both my husband and I prior to XXXX. During this time Ive spoken to over 8 supervisors in the disputes department regarding my case and my dispute has still NOT been sent to Visa for resolution. 

In XXXX I had called to submit a dispute that was initially filed as fraud despite me telling your team that it was not fraud as I recognized the charges but that I was wanting to file a dispute. Your team then forwarded the fraud investigation to the disputes team later on. 

On XX/XX/XXXX I spoke to XXXX in XXXX XXXX, TX who told me my dispute was in the review stage and that you all were waiting the 30 days for the merchant to respond. She provided me a date of XX/XX/XXXX by which the merchant had to respond. 

On XX/XX/XXXX I spoke to XXXX XXXX who gave me the following case numbers for my husband and Is disputes : XXXX XXXX XXXX also informed me our credit cards had been placed on hold so we no longer be acquiring interest while we await the merchants response. She reiterated what I was told by XXXX on the XXXX which was that we had to give the merchant 30 days to respond from the date the investigation was initiated. I inquired what the day the investigation was initiated for clarification and she provided the day of XX/XX/XXXX that the investigation was initiated. 

On XX/XX/XXXX I spoke to XXXX. I was calling to ensure the merchant still hadnt responded and we were still on track to receive our reversals so long as they dont respond. To my surprise I was informed by her that it hadnt been forwarded to Visa due to lack of information and clarification. I had informed her that I had sent you all over 70 pages of supporting documentation regarding my dispute. 

I also had NOT received any notification for both my husband and I that you all wanted or needed any additional information or clarification since I last called in XXXX. She also informed me that my husbands case had been closed even though I received no follow-up communication that you needed anything to continue his dispute. 

XXXX then reopened my husbands dispute and walked me through what clarifying information I needed to provide for both my husband and I, which I provided via our member portals while on the phone with her. XXXX then informed me after providing the clarifying information for both my husband and I to wait 2 business days for a temporary credit to be processed to our accounts and that would signal to us that it had been sent off to Visa. 

On XX/XX/XXXX I called as a temporary credit had still not been applied and spoke to XXXX XXXX at XXXX XXXX XXXX who informed me that he was escalating my case and that someone would review it and call me in XXXX XXXX. 

On XX/XX/XXXX I call back as I never received the above call and spoke to XXXX at XXXX XXXX XXXX who to my surprise told me that both my husbands and Is cases had been closed! He told me it was due to the fact that I had no dispute rights after 120 days. 

I informed him that this was incorrect as dispute code XXXX of Misrepresentation, which was what my dispute should be disputed as, allows for exceptions to this time frame and has specific verbiage regarding credit and investment services which applies to my situation. 

Due to the fact that I had submitted an abundance of documentation showing that there were ongoing communications between me and the merchant regarding this transaction and that communication occurred within the 120 days and continued through XXXX of this year XXXX reopened and resubmitted our disputes. 

He informed me that it could take up to 5 days for an approval update on his submission and that I would receive a temporary credit within that time frame. He, like XXXX, stated that receiving that temporary credit would signal that it was sent off to Visa and that the merchant would have 30 days to respond, just as XXXX and XXXX had informed me back in XXXX. He provided me the following case numbers : XXXX XXXX On XX/XX/XXXX, I still hadnt received the temporary credit and spoke to XXXX at XXXX XXXX who informed me it was submitted for re-review but that the previous representatives who had told me I would receive a temporary credit were incorrect. He also informed me that there was no timeframe he could give me in which I could expect my dispute to be forwarded to Visa. 

On XX/XX/XXXX, I faxed a letter to Chases Executive office, On XX/XX/XXXX around XXXX XXXX XXXX I received a call from XXXX from the Executive Office Team. He told me he would be my advocate regarding this matter and that he was reaching out to the disputes department to get this taken care of. 

On XX/XX/XXXX around XXXX XXXX I received a call from XXXX a supervisor in disputes who told me that both my husband and Is disputes are being reviewed by the offline team and within 15 days from the XXXX ( the XXXX ) I would be receiving a call from the person reviewing my case and never did. 

On XX/XX/XXXX I received notification that my dispute had been closed as the charges were viewed as valid as they were disputed under services not received versus under misrepresentation as I have requested for it to be disputed as from day 1 and as I reiterated to XXXX with the Executive office team on the XXXX. 

On XX/XX/XXXX at XXXX XXXX XXXX I spoke to XXXX who stated that he was reopening my dispute and having it re-disputed. He also notated my account with the fact that I wanted my dispute to be disputed under misrepresentation along with the facts as to why I wanted it disputed under this dispute code versus services not received. He also stated that my husbands was still under review. 

On XX/XX/XXXX at XXXX XXXX XXXX I spoke again to XXXX from the Executive Office who told me both my disputes were being closed but couldnt answer as to why they were not disputed as misrepresentation as I had requested. He also couldnt answer me when I requested why there were no answers as to why several supervisors had told me my dispute had already been forwarded to Visa or would be forwarded to Visa and never was. He stated that there was nothing else he could do and that my only other course of action was to go outside Chase to reach a resolution.

Company response to consumer: Closed with non-monetary relief