Consumer complaint received 2023-07-31
Company: JPMORGAN CHASE & CO.
State: VA
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 XXXX of XXXX, XXXX, a domain and website hosting company, falsely stated and advertised through their chat customer service and through their online account that they could renew a domain and XXXX falsely advertised that they could provide 1 ). Hosting and 2 ). Privacy & Protection for the domain. After purchasing their falsely advertised services and XXXX not renewing the domain and not being able to provide the services that they falsely advertised they could provide, I contacted them for a refund. 

XXXX did not deny that they had not provided any services even though they had charged me {$260.00} on XXXX XXXX. XXXX also did not deny that they could not even provide the services. Still, XXXX failed to provide a refund. 

A credit card dispute was initialed on XXXX XXXX with the Chase Credit Card Dispute Dept. Attached are documentation of the dispute initiation, documentation of the complete initial submitted dispute information, and a letter sent to the Chase Credit Card Dispute Dept. on XXXX XXXX requesting that they properly process this credit card dispute. 

During the processing of this dispute, the Chase Credit Card Dispute Dept. failed to mail any information to me regarding the dispute except for short basic generic form responses with essentially no real information in regard to the dispute. 

A representative from the Chase Credit Card Dispute Dept. called but did not say they were calling from the Chase Credit Card Dispute Dept. and did not say why they were calling, making it appear to be a spam call and not from Chase. 

The Chase Credit Card Dispute Dept. failed to inform me of anything in regard to the processing of the dispute and I only found out that they did not follow-up on the dispute because I saw a reversal of the dispute credit on my credit card account. 

The Chase Credit Card Dispute Dept. failed to inform me that they put some limited information regarding the dispute online, accessible by clicking through menu items online. 

The information that the Chase Credit Card Dispute Dept. put online was just basic status information and did not contain the detailed dispute information that credit card dispute departments normally forward to their customers as a normal part of the dispute process. 

The Chase Credit Card Dispute Dept. failed to forward the response from the merchant. 

I had to contact the Chase Credit Card Dispute Dept. to try to obtain information that they should have provided to me as part of the dispute process. 

When I contacted the Chase Credit Card Dispute Dept. on XXXX XXXX, they told me that the Chase Credit Card Dispute Dept. had closed the dispute and failed to follow-up on the dispute. 

The Chase Credit Card Dispute Dept. had failed to allow me an opportunity to respond to the merchants response. 

I asked that Chase reopen the dispute and follow-up on the dispute. 

I was asked to fax additional information to the Chase Credit Card Dispute Dept., even though they had never provided a copy of the response from the merchant. 

I asked for information on the merchants response, as the merchant had never provided the services, so, obviously, there should be a refund. 

The Chase Credit Card Dispute Dept. gave me very little information and they could not explain why they had not obtained a refund when the merchant had never provided any services. 

I requested that the Chase Credit Card Dispute Dept. send me the response from the merchant. The representative said that she would request that the response be given to me and said that it would be available online in 48 hours. ( It wasnt. ) The Chase Credit Card Dispute Dept. representative could not explain why Chase did not and does not send a copy of the merchants response to their credit card customer as a normal part of the dispute process. 

The Chase Credit Card Dispute Dept. still failed to timely provide a copy of the merchants response to the initiated dispute. 

I provided and faxed additional information to the Chase Credit Card Dispute Dept. on XXXX XXXX, shortly before their stated deadline, even though they still never provided a copy of the merchants response that they were asking me to address. 

On XXXX XXXX, I contact the Chase Credit Card Dispute Dept. again to ensure that they were following-up on the dispute, and the representative could not answer hardly any of my questions and was only able to say that they would provide an update in 15 days. 

I then also contacted the Chase Fraud Dept. on XXXX XXXX, since the merchant was apparently not agreeing to a refund, even though they had not provided any services and were attempting to take funds when they could not provide any services. 

The Chase Fraud Dept. representative put me on hold and contacted the dispute team. She then got back to me and assured me that the dispute department would follow-up on the dispute and get a refund since the merchant had not provided any services and since the merchant was trying to offer and charge people for services that they could not provide. She said that she was making notes on the account. 

I did not hear back from the Chase Credit Card Dispute Dept. 

Then, on XXXX XXXX, I received an email from the merchant saying that I had been charged again. 

Without any notice to me, the Chase Credit Card Dispute Dept. had put a short status on the online account ( underneath menus ) that stated that they did not follow-up on the dispute and had just simply closed the dispute, even though the merchant had never provided any services, and despite that fact that it appears that the merchant is trying to intentionally defraud people and despite the fact that I was told by their fraud dept. that they would follow-up on the dispute and make sure that I received a refund. 

The Chase Credit Card Dispute Dept. failed to follow standard, normal, basic procedures in processing this dispute. 

The Chase Credit Card Dispute Dept. failed to communicate information to us, as their customer, in regard to this dispute. 

The Chase Credit Card Dispute Dept. failed to even provide documentation from the merchant to me before deciding not to follow-up on the dispute.

The Chase Credit Card Dept. failed to obtain a refund for the charged amount, even though the merchant never provided services.

I have never before seen a Credit Card Dispute Dept. that doesnt even take basic steps to follow-up on a Credit Card dispute. 

I have never before seen a Credit Card Dispute Dept. that fails to communicate basic information to their customer.

I have never before seen a Credit Card Dispute Dept. that can not obtain a refund when the merchant never provided the services.

I have never before seen a Credit Card Dispute Dept. that doesnt care if a merchant is very apparently trying to defraud people.

I have never before seen a Credit Card Dispute Dept. that so obviously has no regard for the interests of their customers. 

The Chase Credit Card Dispute Dept. failed to follow-up on this dispute, despite the fact that the merchant had not provided services and a refund is due. 

This was an easy dispute. There were no services provided by the merchant. The merchant does not ( and can not ) dispute this. The merchant never provided nor made available any services. There is nothing to pay for. It is fraud on the part of the merchant to not provide a refund. 

There is nothing for them to charge for. They have provided nothing. 

It is extremely poor for Chase not to provide personnel who can handle such an easy dispute. It is extremely poor for Chase to allow their customers to be defrauded. 

As stated, the Chase Credit Card Dispute Dept. failed to forward the information from the merchant, which is a standard part of the dispute process and the only way for them to get responses from their customer so that they can make sure to have all pertinent information in regard to the dispute. 

Only after they erroneously closed the dispute and after I specifically requested the information from the merchant twice did they finally forward the response from the merchant. 

The response from the merchant does not even address the fact that they did not provide any services. In other words, the merchant does not even deny that they did not provide the services. 

The response from the merchant does not address any of the pertinent facts in regard to this dispute. Their response is just a canned response that they probably forward for all disputes that is just a copy of their terms and conditions. Their terms and conditions are irrelevant when they falsely advertised that they could provide services that they could not provide and they did not provide any services. 

In addition, the fact that the merchant is trying to take money from people with false advertising of services through customers online accounts, and not provide a refund when they know that they falsely advertised and did not provide any services, constitutes illegal activity and fraud on the part of the merchant. 

It is unbelievable that Chases Credit Card Dept. would let a merchant get away with fraud in regard to their customers accounts.

Company response to consumer: Closed with explanation