Consumer complaint received 2023-06-09
Company: JPMORGAN CHASE & CO.
State: NY
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:
IN REFERENCE TO CLAIM XXXX / XXXX WITH CHASE Police report number attached this is the police report complaint number regarding a package never received from XXXX that I was rebilled for on XX/XX/XXXX. Because there is some confusion whenever I speak to Chase agents, I would like to clarify the timeline of money movement as they all keep telling me that its evened out. 

The dispute is over the rebill on XX/XX/XXXX on the Chase Slate card, for the amount totaling XXXX. This is a rebill charge from the first charge in the chain : XXXX. XX/XX/XXXX, The charge is for XXXX XXXX XXXX XXXX XXXX phones. 

XXXX. There is another charge on XX/XX/XXXX for XXXX, but that transaction is validated and clear, with no issues, but Chase support keeps confusing this transaction with the others so just clarifying this is independent and unrelated. 

XXXX. The refund for the charges on XX/XX/XXXX, on the Chase Slate card was issued on XX/XX/XXXX, in two separate refunds of XXXX each, totaling XXXX. At this point, the net loss from the transaction is XXXX. The refund was initially given with the police report information I had at the time, as I had filed a report right after it was marked as delivered and reviewed with my neighbors that no one had received the package, and XXXX was fine accepting the report then. 

XXXX. XXXX rebilled my account which Chase passed through on XX/XX/XXXX, and now my net loss is XXXX. This is the disputed transaction. 

As Chase normally does, when you dispute, the funds return temporarily, bringing me back to a net loss of XXXX while the case is being sorted out. 

Chase closed the dispute, citing that XXXX could not validate the police report submitted to them, claiming it was not real and that the XXXX said such a complaint does not exist, at which point my net loss is XXXX. 

I went again to the XXXX XXXX precinct to verify my incident report was logged and refiled a report and made sure it reflected in the system so that XXXX could verify the transaction, the submitted document is the incident report along with a complaint number that can be validated. 

I submitted my police report as evidence to Chase 's document upload center twice in the month of XXXX, and on XX/XX/XXXX and XX/XX/XXXX, Chase repeatedly said they can not find the associated transaction. On XX/XX/XXXX, they finally accepted my evidence to investigate. On XX/XX/XXXX, Chase indicated that the information was not enough to refund me, citing while I may have a legitimate complaint, that there was no billing error. Allowing a rebill to stand in a situation where evidence has been presented to show validity should be viewed as in fact a billing error on the part of Chase.

The dispute process is for Chase to pass on information that indicates the charge is invalid, for any reason, in this case, that is that there is a police report filed with the XXXX that states that the package did not arrive at the address it was meant to and was not received by its intended recipient. XXXX initially gave me a refund that Chase processed. When XXXX decided to take it back, Chase processed that. Now when I am providing evidence to Chase to pass along to XXXX that shows the validity of my issue, they refuse to process a refund. Selective responsibility doesn't make sense in this situation, at least to me.

Company response to consumer: Closed with explanation