Consumer complaint received 2018-04-04
Company: JPMORGAN CHASE & CO.
State: TN
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:
OnXX/XX/XXXX, I sought the help of Chase Cardmember Services in an attempt to dispute services rendered from a third party. On XX/XX/XXXX, the dispute was closed in favor of the merchant without any ability to surrebuttal their claims. Because of this, I was forced to re-dispute this transaction on XX/XX/XXXX. On this same day, I provided them with several documents to prove my case and shed light on my side of the situation and was told to call back in two weeks time. Following their direction, onXX/XX/XXXX I called back to check on the status of the case and I was told that it usually takes 30 days for them to reach out to the merchant and get a response. Several weeks later, I called back to check on the status, but was told they never received my supporting documentation back onXX/XX/XXXX and directed me to upload the documentation onto their website. I did as directed and called back onXX/XX/XXXX where I was told the case was actually not reopened. During this call, I had to speak to a supervisor, who informed me that he would ensure that it was reopened and to check back by the end of XX/XX/XXXX. On XX/XX/XXXX, I received a letter dated XX/XX/XXXXstating that the charge would remain valid because " the merchant isn't required to credit your account because the charge took place too long ago. '' Upon reading this, I called back and through probing questions discovered that even though I had spoken to several representatives and a supervisor over the past three months, the re-dispute never actually happened or was implemented. This decision was apparently made by another department based on the documentation that I had uploaded. However, I also discovered that 2 of 3 documents that I uploaded could not be viewed on their system. An issue that was never brought to my attention during the multitude of phone calls in the interim. The representative that I spoke to admitted fault but failed to provide a resolution. When I spoke to a supervisor regarding my concerns in light of this new information, he also provided no solution. 

I recently tried using the Better Business Bureau to help mediate to no avail. XXXX from Chase 's Executive Office was unwilling to help. He kept referring back to the initial dispute that was closed and refused to discuss the re-dispute that was supposed to have been opened on XX/XX/XXXX. All Chase can say is that the dispute can not be continued because too much time has surpassed since the initial dispute. However, the only reason so much time has elapsed is due to Chase not reopening the dispute while providing me with misinformation that they had. 

I have attached a document with a shared drive that has all ofy supporting documentation, including the last phone call with Chase Disputes where they admit fault and not reopening the case, even after several phone calls to different team members over the past 3-4 months, with every one of them informing me the case had indeed been reopened. If prior conversations are requested, I would be more than happy to provide them.

Company response to consumer: Closed with explanation