Consumer complaint received 2019-01-21
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 XX/XX/XXXX, I purchased winter coats through a XXXX vendor, XXXX. I dutifully returned the unwanted jackets on time and waited for over two months to get a response from the vendor. The vendor said they never received the returned merchandise and declined to refund my orders. The amount that I did not get a refund for was {$2100.00}. After being on hold with the vendor for hours and 10+ email exchanges, I finally handed this over to Chase Credit Card ( the card which I bought the coats with ) to handle the dispute, in XX/XX/XXXX. 

Immediately in XX/XX/XXXX, I was credited the {$2100.00} and was reassured by the Chase representative that there was nothing else I needed to do for this dispute. The representative suggested I gather all documentation/evidence just in case they needed further information for the investigation. In XXXX, I was getting calls from the dispute department and requested to send him all documents. I did everything as I was instructed, but later on found out that the investigation representative had no clue of what my case was, unable to reach him again, and the email address he told me to send my documents to was completely false. In XXXX, Chase card rebilled me for the {$2100.00} without any letters or explanation that is investigation did not go in my favor. 

Since I've had a long standing relationship with Chase Bank as a customer who pays the bills in full every single month, I paid for the rebill in XXXX and called to ask to open up another dispute with the same vendor. However, jumping hoops to reopen the dispute three times ( I could only open dispute through Chase secured messaging and faxing information ), they continued to say that this charge was valid. I was of course not getting answers from the vendor, XXXX, and Chase no longer was incentivized to solve my dispute since I've paid for the rebill. The final time I spoke with the Chase representative and asked him why their response letter said Chase would write a note to the credit bureaus that this was a dispute case, I found out that I did not actually have to pay for this bill if I didn't believe in it. At this point, I did not have an option to still get the refund and choose to " take a hit '' on my credit score. 

Chase gave me a very false sense of consumer protection by telling me that there was nothing to worry about since the beginning of the dispute. Not only did they not seriously assign a " dispute '' specialist to investigate the issue and actually read all of the documents I sent them ( my strongest proof is that the vendor signed received the returned package from USPS ), they did not tell me all my rights as their customer to not pay for something I did not believe in. 

Worst, today I looked through my XX/XX/XXXX statement to find that I was actually charged {$470.00} of interest because of the rebill of this {$2100.00} transaction. The sale representative I just called said that their data system is down and not able to answer my questions at this time.

Company response to consumer: Closed with explanation