Consumer complaint received 2018-10-22
Company: JPMORGAN CHASE & CO.
State: MI
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:
XX/XX/XXXX Dear Consumer Financial Protection Agency, We are extremely unhappy with the Chase Bank Credit Card disputes department. Below is a chronology of our unresolved dispute and their collusion with XXXX. The Nevada Attorney General suggested we should contact you. 

On XX/XX/XXXX, we received our first dispute acknowledgement from Chase Card member Services that was filed on the website. We returned a letter via fax the same day. On XX/XX/XXXX we received a letter from XXXX XXXX, Customer Service Senior Specialist II, saying our request was denied and we should make payments. We continued the dispute and on XX/XX/XXXX XXXX XXXX saying, Further correspondence from you will be reviewed, placed in your file, but no response will be sent. Subsequently, We paid the balance in full, not wishing to incur finance charges or mar our excellent credit. We contracted with XXXX XXXX XXXX XXXX to void the contract and were told to discontinue paying any fees to XXXX until the matter was resolved. On XX/XX/XXXX we were released from the deed. 

Having been released from the deed, on XX/XX/XXXX we reopened our dispute in light of the violation of Nevada Timeshare laws and the closure of our unused timeshare. Despite sending the documents by registered mail, on XX/XX/XXXX, we received a letter from Chase Customer Service Specialist XXXX XXXX XXXX saying Chase could not locate the transaction information and that the request was closed. 

On XX/XX/XXXX we spoke with XXXX about the XXXX letter from XXXX assuring us the dispute was still active. 

On XX/XX/XXXX XXXX and XXXX in a phone call told us it was received XX/XX/XXXX and was still under review as of XX/XX/XXXX. 

On XX/XX/XXXX we spoke with XXXX in a recorded message, who stated that it was sent to MasterCard for review. He said he had no way of contacting them and made reference to Quality Control Back Office. He also said since it was a timeshare dispute, it would take longer. 

On XX/XX/XXXX XXXX in Chase Disputes, told us he had no idea why it was taking so long, and that they had received the dispute documents in a packet sent by registered mail dated XX/XX/XXXX, which was sent to MasterCard for review. 
On XXXX XXXX, XXXX called us and asked if we wanted to reopen the dispute. 

On XX/XX/XXXX, we called Chase disputes again hoping there would be a positive resolution. We were told the case was closed, and that they had never received any additional material, which contradicted the XX/XX/XXXX information provided by XXXX. But in checking the notes about the above-mentioned calls we were told there was No timeframe for contact because they had no way of contacting MasterCard Timeshare. A supervisor was summoned, as XXXX assured us the notes were saved. XXXX, the supervisor, reviewed what he had in front of him and said, We have exhausted all opportunities to resolve a payback. We do not have the ability to assist anymore. In response to our question, hoping for a positive resolution, When did they reach this inability? XXXX responded, In XXXX. Since there was no change, there was no need to contact us. The customer has no way to contact the MasterCard timeshare, but at this point there is no way we can help you. 

On XX/XX/XXXX we received a letter from the Michigan Attorney General in response to our filed complaint for our case number XXXX with an enclosure from XXXX saying Upon review of our records, we DO NOT SHOW to have received a dispute from Owners banking institution, however, IF IN THE EVENT WE DO RECEIVE THE DISPUTE, we will respond accordingly to the same. 

How could this dispute process NOT have included XXXX who should have received numerous contacts from you or the MasterCard Timeshare Disputes or Re-disputes over the past 3 years in response to our repeated disputes and re-disputes? As mentioned above and attached, the response letter from the Michigan Attorney General had NEVER received a dispute from Chase Bank. 

On Thursday, XX/XX/XXXX we received a call from Chase RE-disputes while we were driving, asking, Do you wish to continue the dispute? We communicated with the representative ( XXXX? ) that we indeed DO wish to continue the dispute. 

We are filing a complaint with the Nevada Attorney General containing the information submitted to you in the XX/XX/XXXX letter/packet. 

We are expecting a positive outcome, and a complete refund for a timeshare that we never used and were sold using fraudulent practices directly violating the Nevada Timeshare Laws. ( 3 charges to XXXX XXXX XXXX on XX/XX/XXXX -- {$580.00}, {$1000.00}, and {$9700.00}, for a total of {$11000.00} charged to our account ending in XXXX ). Thank you for doing your job and following this through to completion. 

The above was sent on XX/XX/XXXX faxed from a chase office and sent via their dispute website message center. 

On XX/XX/XXXX we received this communication from the Chase message center. 
XXXX XXXX From : Chase Card Services Subject : Re : Request Update on Existing Dispute Message : Dear XXXX XXXX XXXX, We received your dispute for a transaction on your credit card account. We're working on it now, and we'll respond to you with a phone call or a letter through standard mail. 

WE MAY NEED MORE INFORMATION FROM YOU? 
If we request additional documentation, please provide it at your earliest convenience. This will help us resolve the issue. 

IF THERE ARE ADJUSTMENTS TO YOUR ACCOUNT? 
If we make any adjustments to your account, you'll receive a letter explaining them. You'll also see the adjustments on your billing statement. 

Sincerely, Customer Service Specialist XXXX We received no further communication, so on XXXX we called the above number and XXXX said that on XX/XX/XXXX, it was sent to the timeshare department ( Which she says they can not contact, nor can we. ) She also said ( in a recorded conversation ) we should re-submit the documents that were faxed so that they were readable-which we did today, XX/XX/XXXX, at the Chase Bank, XXXX office. We also re-submitted the documents through the Secure Chase Message Center. 

If you need any further documentation, please let us know. 

Thank you for any assistance you can provide. 

Sincerely, XXXX XXXX and XXXX XXXX

Company response to consumer: Closed with explanation