Consumer complaint received 2020-09-03
Company: JPMORGAN CHASE & CO.
State: CO
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:
Hello, XXXX-20 Please note the attached, you will see the ONLY response that I could find from the merchant that Chase Visa based their dispute denial case on. ( at the top of the attached in a boarder box ). 

The attached shows what the merchant claims, it also shows the time line and the proof regarding the false claim made by the merchant that I did not complain. If you have trouble seeing the pics in the attached doc, click on them to enlarge. 

I was told in no uncertain terms by the Chase rep XXXX ( exec. offices ) who called me on XXXX-20 at XXXX XXXX that Chase Visa only pursued one aspect of my dispute ... the fact that the software was defective. They for what ever reason decided to separate the dispute into 2 cases, and they paid no attention to the fact that I asked for a refund in the time required by the merchant because of the defective software. As stated, I was told by XXXX ( their rep ) that Chase treated my dispute as 2 separate cases, so, I am filing a separate complaint against Chase Visa because they were negligent in the pursuit of my request for a refund in the time required. It makes no difference if the software was defective even if it was ... which it was. Simple because I requested a refund in the time allotted by the merchant, the rest is important, but apparently irrelevant to Chase. 

Please note the attached correspondence, especially the time stamps on the mail I received and sent to the merchant. 

As you will see, Chase Visa did absolutely NOTHING to support my request for a refund, as a matter of fact they didnt acknowledge the fact that I had asked for a refund was even a talking point. All they used to claim that my dispute wasnt valid was that the merchant claimed the software was working even though I provided a letter from the merchant that states it WAS NOT WORKING. What is the purpose of a dispute if the CC card company is going to side with the merchant ... just because they didnt agree with my claim. Did they really think the merchant would come out and just agree with them and give the money back? Chase Visa didnt even do the minimum to secure me the refund, if they had it would have been clear that my claim was valid. 

As I have stated before, Chase Visa had an opportunity to do the right thing by approving my dispute because I provided them with definitive proof that I ASKED FOR A REFUND BECAUSE THE SOFTWARE WASNT WORKING WITHIN THE TIME REQUIRED BY THE MERCHANT. Chase Visa waited to long to pursue the claim, and would not accept responsibility for this. They even told me that to much time had passed! They were non-responsive when I tried to follow up, and or it took months for them to respond to me because of their staff shortages and the Covid epidemic. They did not stand up for me and my dispute even though I provided proof that I was right. They should not be able to hide behind the form letter, rubber stamp ( standard response ) that they always use to make themselves sound professional, and that are responsive to the card holders needs. In this case the denial letter they sent me is the very definition of fraudulent SPIN rhetoric. 


Thanks,

Company response to consumer: Closed with explanation