Consumer complaint received 2020-10-12
Company: JPMORGAN CHASE & CO.
State: IA
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 contacted Chase credit card customer service on XX/XX/2020 about a purcase I had made on my credit card the day before, XXXX XXXX. The company over the phone said that they were XXXX support and because I was already a member they would fix the issue I was having with my Computer. They told me that the software they had installed when I purchased the protection from them was not correct for my laptop. To make up for their mistake they would sell me a 5 year XXXX XXXX XXXX XXXX bit Installation with Network Firewall configuration and premium Support for the 3 year cost of {$290.00}. I agreed to the purchase and gave them my credit card number. The next day I saw that my credit card had been billed to XXXX XXXX XXXX and not XXXX. I called the True XXXX company and found out they have NO 5 year plan the MAX is a 2 year plan. The software I had already purchased from them would cover ALL my needs and there was NO mistake. XXXX advised my to contact my credit card company about this fraud. That is what I did on XX/XX/XXXX. I explained the issue to the Chase rep and she told me that she would forward it to the fraud XXXX to look into. On my next credit card statement I saw that I had been credited the {$290.00} and I thought all had been taken care of. To my surprise I was sent a letter on XX/XX/2020 saying " We consider the disputed charge ( s ) vaild ''. I called that day to find out what happened and was told I need to put eveything in a Fax explaining all the details. I was given the Fraud Dept Fax number. To shorten this up a few weeks later I called to find the status of my case and was told they didn't get my fax, I faxed them again. My followed up found that Chase had lost my fax. This time the rep told me this wasn't Fruad, this was a dispute and I need to fax the Dispute XXXX the info. I faxed on XX/XX/XXXX, later I found Chase had lost this fax. So I faxed it again on XX/XX/XXXX. I called to get an upate and was again told I lost. " It took me too long to dispute my charge '' The supervisor couldn't do anything for me. The only thing I could do is Fax management at the exective office, which I did. I received a phone call and was told because of VISA 's rules I was too late and nothing could be done. 
When I explain I had done everything that Chase had told me to do from the very next day after the dispute, that this was not my fault, it was theirs for sending and telling me to fax the wrong dept.. All she could say was it's too late. 
Because Chase messed up and the VISA " rule '' has a time line I want Chase to credit my account. Looks like the bad guys win again. I would think Chase would want to look into this company that is a Fruad and no longer let them bill other Chase customers but it looks has if no one cares and no matter how much I try to have XXXX XXXX XXXX shut down no one wants to do anything. 
Can you have someone at CHASE listen to the whole story, look into this and admit it was there fault, credit my account the full {$290.00} and then shut XXXX XXXX XXXX down. I have been trying to get this fixed for over 8 months and NO ONE at Chase wants to listen. It looks as if all their hands are tied by company policy. To bad customer service has died aqnd no one can do what is right Thanks the Iowa Attorney General gave me your name I hope you can hep. 

You can contect me at XXXX after XXXX central or at XXXX if you need more details or other information XXXX XXXX

Company response to consumer: Closed with monetary relief