Consumer complaint received 2022-01-06
Company: JPMORGAN CHASE & CO.
State: AZ
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 I filed a dispute with Chase XXXX about a purchase I made on XX/XX/XXXX with XXXX XXXX XXXX. We spoke for XXXX minutes and they advised me of the process and explained that they credit my account right away but they don't take action to obtain funds for merchant for 30 days while they investigate. 
I spoke with my merchant/vendor/contractor at XXXX XXXX XXXX and they advised me it was the window vendor 's fault that the sliding class door had not been ordered on XX/XX/XXXX it was the vendor and not the contactor XXXX XXXX XXXX, that was responsible for the error and delay. I spoke with my contractor who requested I cancel the dispute as the door was ordered on XX/XX/XXXX. 
On XX/XX/XXXX Chase took the funds back from the merchant/contractor - 9 days after my dispute- despite being advised no action would be take for 30 days. I am attaching the screenshot from the contractor bank- which happens to be Chase the same bank that they XXXX card is through. You can clearly see through the transaction id # that the credit on XX/XX/XXXX and the debit on XX/XX/XXXX where the same VISA transaction from my VISA. 
On XX/XX/XXXX I called the Chase Visa dispute line at XXXX and asked for information on what happens if I cancel a dispute - if I can file again and how long it takes for the merchant to then receive the credit back. I was told VERY clearly that the credit back to the contactor/merchant would take a " few '' days AND if I ever needed to re-dispute I couldn't do it online but I could send it in and they could still file it and return my funds. Based on that information I elected to cancel the dispute as I was able to verify with the door vendor that the contractor actually placed the order for the door. 
2 weeks passed and the contractor informed me that they still had not received the credit back on their account and had NEVER even heard anything from XXXX or Chase. I called Chase XXXX dispute and asked what was going on as 2 weeks had passed and my account had again been charged the {$6200.00} and the contractor had still not been re-credited. They told me that I got misinformation - which they apologized for and that the credit takes 45 days to go back on the contractors account from the time the dispute was placed and it was set to go back on XX/XX/XXXX. 
XX/XX/XXXX comes and the contractor still does not have the credit back. I call Chase XXXX dispute and they tell me AGAIN that the last person gave me incorrect info and that the dispute doesn't have a certain number of days but that they did release the funds to the merchant/contractor on XX/XX/XXXX. They state that the contractor did reply to their request on if the claim was valid on that date and that was also the very same date they released the funds back the contractor. I advise Chase - contractor has never heard from CHASE and they still don't have their funds that are going into their Chase account. Chase XXXX tells me that it can take up to 45 days for the bank to credit back the account even though my visa is Chase and contractor 's account are Chase. I ask to speak to a supervisor and file a formal complain and they tell me at that time there is no-one really to complain too and I am out of luck. So I clarify and say so my account is charged XXXX and you can not provide me any proof the bank was credited and they say that is correct. So they will not provided me with any reference number for the contractor to call his bank- which is Chase - My XXXX and track the funds. I say this is ridiculous how can I just dispute again and get my credit and pay him a different way. Then they inform me that info they gave me is also incorrect - if I re-dispute I will not get my money back as they have released the funds back to him. Which they will not provide any proof or tracking information. At this point I am in tears and can't believe Chase could care less that I am just out XXXX and they are holding the money so I take a day break. I call back on XX/XX/XXXX and talk to a XXXX- she puts my fears at ease and says I am sorry they gave you the wrong info but the recredit back to your account comes 45 days after you cancel the dispute and not from the initial dispute. So wait until XX/XX/XXXX and the contractor should be credited and if not they can put in a back office request and track the money so the contractor can get it. Today I get a call from Chase XXXX and they tell me again the last person gave me wrong info and they will be coached but that the the 45 days is from when XXXX credited back the contractor bank which they say was XX/XX/XXXX. Remember the contractor bank is also Chase. And I now have to wait to XX/XX/XXXX for the funds to be credited and even if they aren't by then I have no recourse- I still paid Chase XXXX XXXX and they will not provide my tracking info AND if I write a dispute I still won't get my money back. 
SO here I am out XXXX and Chase wont provide my tracking info verifying the credit back or let me re-dispute and won't provide any proof they talked to the contactor. Who vehemently claims Chase has never contact them. Every Chase employee lied to me and misled me on the process and it is their fault I am out XXXX and the contactor doesn't have their monies. I really need help. This is fraud and negligence- Chase can not give false misleading information that consumers base their decisions on. I also deserve to get tracking on the refund.

Company response to consumer: Closed with explanation