Consumer complaint received 2023-09-05
Company: JPMORGAN CHASE & CO.
State: TX
Product: Credit 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 been a member of Chase bank for close to 15 years now I have a personal checking account personal credit card, along with a business checking account and business credit cards. Back in XXXX I was on a business trip with United airlines. United Airlines ended up delaying my flight so bad that I missed my connecting flight to XXXX left me stranded in XXXX, told me to purchase a different ticket and some goods in order to take care of myself since I was stranded, and I would be reimbursed. Once I got to XXXX it also became apparent that United had lost my luggage as well and I did not have access to any clothing or goods for four days, I was again told to make purchases in order to get reimbursed. I made some purchases that I needed through United with my United Chase business card. 

Once I got back to the states, I contacted United in order to get reimbursed for these charges and was given the complete runaround from. After multiple phone calls and emails it was becoming apparent that United was not going to handle the charges, so I called Chase bank as they are the co-partner of this Chase United business card. I called on XX/XX/XXXX and told Chase what had happened and that I wanted to dispute these charges, at that time these charges were taken off of my business credit card. I never received any communication about these charges. On XX/XX/XXXX I had still not received any word on the status of these charges. I called and was told the issue had been resolved. I decided to close my account as it had been over 2 billing cycles and was told this was resolved and I did not plan to do any more business with United. I was mailed a check for my negative balance on the account ( attached ) once it had been officially closed. 

On XX/XX/XXXXXXXX  when I came back from a vacation in XXXX, I opened my Chase account to find that my Chase United business card had been reopened and that all of the United charges were back on the credit card and that there was a payment due by XX/XX/XXXX ( XXXX statement attached ). I HAD NOT received any communication about my account being reopened, or the fact that I was now responsible for these charges. Chase NEVER reached out to me to notify me what was going on. Ive proceeded to call Chase multiple times only to be transferred between the dispute department, the recovery department, and the fraudulent department for the next three weeks I spent over 35 hours on the phone being transferred between department to department and then being hung up on by supervisors. I was asked to send detailed information and evidence regarding the incident in XXXX in obtuse mods of medium like fax and mail. I complied, and also sent secure messaging on chases website as they refused to give me a case number in order to move forward. I would keep calling Chase back to ensure that this detailed information was received as I was told it was very important. I was also told that I did not need to make the payment on XX/XX/XXXX since this was already in dispute. 
Today, XXXX XXXX I called Chase again to see what the status of this process was regarding this. I talked to XXXX different agent and spent over XXXX XXXX hours on the phone. I had been told there isnt any information regarding the new dispute and fraud wont allow charges to be marked as fraud twice. This is why I am being charged late fee and I NOW have a whole brand new account I was told by supervisors that this is outside of the date range from fraud, and that there was absolutely nothing that could be done. This piece of information had never been explained to me in the XXXX hours a phone conversation that I had between dispute fraud and recovery department. I am now being told that I am responsible for these charges in spite of the fact that Chase coded this wrongly back in XXXX as these were supposed to be coded as a dispute and not fraud. I am told that I am going to have to pay for these and XXXX responsible for them in spite of their mistake and in spite of the fact that they NEVER communicated that this account was going to be reopen or that these charges were going to be put back on the account XXXX MONTHS after the issue occurred. I am not responsible for these charges. Chase should have communicated with me which they have failed to do since the get go.

Company response to consumer: Closed with monetary relief