Consumer complaint received 2020-07-22
Company: JPMORGAN CHASE & CO.
State: AA
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 three disputed charges on my Chase Sapphire Reserve credit card ( listed below ). After disputing the charges online and calling, emailing, mailing, and faxing Chase, this issue is still not resolved. The merchant and I have individually submitted documentation to Chase saying that the three charges are incorrect. I have recently provided a letter from the merchants bank showing they have reversed the charges, but Chase still will not remedy the situation. 

The original charge dispute codes are : XXXX, XXXX, XXXX. My account number is : XXXX XXXX XXXX XXXX. 

Timeline/Summary : 1. XX/XX/XXXX : I stayed at a hotel in XXXX called XXXX XXXX. When I checked out of the hotel, the employee used an app-based method to charge my Chase credit card. It appeared the charge did not go through, he tried a total of three times. When it appeared that all three attempts were unsuccessful, he switched methods and charged the card through a separate website -- this charge went through. 
2. XX/XX/XXXX : Four charges appeared on my account. Three XXXX  charges and one XXXX XXXX charge. Each of four charges are for {$690.00}, three of the four are mistaken/duplicate charges. 
2. XX/XX/XXXX ( o/a ) : I disputed the charges through my online account 3. Unknown date : Chase received documentation from the merchant 4. XX/XX/XXXX : I received a notice from Chase saying that they are upholding the charges. The notice does not include an explanation as to why Chase found the transactions valid. Additionally, the notice does not explain any future deadlines or additional required documentation. On page four of the notice ( page three of the documents from the merchant received by Chase ) show the final check out balance is {>= $1,000,000} XXXX  Pesos ( COP ). At the time of the transaction, this was equivalent to {$690.00} USD. The document from the merchant shows that the total cost of services was {>= $1,000,000} COP, but that two advanced payments of {>= $1,000,000} were made on XX/XX/XXXX and XX/XX/XXXX -- totaling {>= $1,000,000} COP. The documents received by Chase from the merchant explicitly show the remaining balance was one charge of {>= $1,000,000} COP. ( See attached ) 5. XX/XX/XXXX : I called Chase, the representative said that they couldnt link the XXXX  charges and the XXXX XXXX, so the disputes were closed. He told me that they needed more documentation and apologized that this was not communicated to me. He said all I need to do is send a letter via email to XXXX with documentation and supporting my dispute. 
6. XX/XX/XXXX : I sent an email explaining the situation and a note from the merchant explicitly stating that the XXXX  charges were mistakes. 
7. XX/XX/XXXX ( o/a ) : I called Chase for an updated and was told the dispute resolution case was closed ( no letter received ), because I had not explicitly stated in my email that I disagreed with the findings of the initial review. I was told I needed to mail or fax a letter with my disagreement to Chase. 
8. XX/XX/XXXX : I faxed and mailed a letter with all supporting documentation. 
9. XX/XX/XXXX : Chase posted a letter to my online account stating that they are upholding the transactions as valid. The notice does not include an explanation as to why Chase found the transactions valid. Additionally, the notice does not explain any future or past deadlines or additional required documentation. 
8. XX/XX/XXXX : I submitted a complaint with CFPB. 
9. XX/XX/XXXX ( o/a ) : I received a call regarding my case from a representative at Chase Executive Office. He told me that the documentation received by the merchant shows that all charges are valid. I asked him to show me where in the documentation from the XX/XX/XXXX notice does it show that the charges are valid. He said he does not read XXXX. I said that page four of the notice is in English and says the remaining balance is was a total of {$690.00} USD ( {>= $1,000,000} COP ) which was payed as the XXXX XXXX charge. He refused to explain Chases interpretation of the documentation and said the only possible option to get my account corrected was to request a reversal from the merchant and send documentation of the reversal to Chase. 
10. XX/XX/XXXX : I sent documentation to chase that XXXX ( the merchants bank ) had reversed the charges. 
11 : XX/XX/XXXX : Chase posted a letter to my online account saying that they are upholding the charges as valid. The notice refers to an incorrect transaction, not the disputed XXXX  charges. 
12 : XX/XX/XXXX : I called chase and asked for clarification. The representative said that letter had the incorrect transaction and was a mistake. She said that unfortunately, they can not resolve the disputes because the deadline of XX/XX/XXXX had passed. 

Now, the merchant cant reimburse me through direct payment because the charges were reversed from their accounts and Chase refuses to fix the issue. This is in direct violation of 15 USC CHAPTER 41, SUBCHAPTER I, Part D 1666 because Chase received prompt notice and supporting documentation of the disputed transaction from the merchant and from me. Additionally, Chase has been charging interest on the charges.

Company response to consumer: Closed with monetary relief