Consumer complaint received 2023-02-22
Company: JPMORGAN CHASE & CO.
State: FL
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:
Since the country of XXXX does not have personal mailed delivered to residences ( and we needed some legal documents delivered ), I called a company called XXXX XXXX XXXX. This company 's website included service of process in XXXX. The charges for service of process were {$1800.00}. I gave them my credit card information. However, I found out just a little while later on the same day, that my attorneys would be able to send a Certified Letter to a company address our relatives from XXXX had finally provided. I contacted XXXX XXXX XXXX by phone and email and was assured that they would hold off on the service and that they would refund my money. 

I was very surprised when the following month a charge of {$1800.00} appeared on my credit card. I immediately contacted XXXX XXXX from XXXX XXXX XXXX  I was sure he would say he was sorry for the oversight and that he would refund the amount right away. I tried several calls and emails to the company to try to resolve the matter. The attorney representing us in the estate matter emailed him as well. Our attorney wrote : There is no doubt from the trail of emails that : 1. service of process was requested 2. A request to suspend efforts to serve process was made 3. The request to suspend efforts was acknowledged and agreed to. 
Based on the email evidencing the above, the {$1800.00} and change should be returned to XXXX XXXX XXXX XXXX replied to our attorney : " You will have to discuss with the management or owner of the company about this situation. '' Then our attorney wrote back : " Can you please forward my email to him and ask him to call me? If not, please provide me with his name and email and I will forward the email to him. Have a Blessed and great day. '' XXXX XXXX replied : " I already forwarded your email over to the owner who will reach out. '' XXXX XXXX XXXX never contacted our attorney. 

It was at this time that I contacted Chase Bank Credit Card and started the dispute resolution process. 

A few days later, Chase Bank wrote back to us and stated that the disputed amount was considered a legitimate charge. 

I called their dispute resolution dept. and told them that I had emails confirming they had agreed to return our money. Chase Cardmember Services started a new dispute resolution claim with a new number. They asked me to email the documents to them. I emailed all the documents ( which I will attach hereto ). Then we heard back from Chase asking us to keep all our documents and that we didn't have to pay the disputed amount until the matter was resolved. 

However, we have now received a letter from Chase with copies to the credit reporting agencies. In their letter they informed me as follows : -- While you may have a valid complaint with the merchant, the results of our additional review confirm that the transaction ( s ) is valid and no billing error occurred on your account. 
And to call them if I had any questions. 

I called them and spoke to two different agents. One of them, XXXX XXXX, Account XXXX, informed me that he was sorry I was not happy with the results. He also tried to tell me that the 60 days had passed since the billing. I reminded him that I had called Chase as soon as I discovered the fraudulent charge on my bill, but only after I had tried by every means possible to resolve the matter directly with the merchant. During our conversation, he confided that XXXX XXXX XXXXXXXX had told them they had actually performed the service. I told him that was not the case, since they acknowledged that I had cancelled the service and had agreed to refund my money. Also, the only thing Chase had to do since they said they had served the documents would be to ask the merchant to provide a dated certified copy of the service, since part of the amount charged was to certify said service. 

I believe it was easier for Chase to keep my money, since it was going to be a little harder than they thought to represent me as their customer. It was really easy to just take the merchant 's word and ignore all the documentation I had provided to them. I am very disappointed in Chase. We have been loyal customers for many years and they chose to take the side of a fraudulent business enterprise.

Company response to consumer: Closed with monetary relief