Consumer complaint received 2017-11-07
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX XXXX, with a signed sales contract from XXXX XXXX and copy of her drivers license, I sent payment of {$850.00} using visa debit card using XXXX XXXX app. This payment method was agreed to so that I would have the safety of XXXX XXXX terms and visa protection as well. ( I presented copy of the sales contract and drivers license to Chase claims team on XXXX/XXXX/XXXX by fax. ) On XXXX XXXX, I contaced Chase claims dept in the evening once it became clear that XXXX XXXX did not meet the terms of sale. The Chase claims rep advised amount disputed would be reversed. I asked her if needed to provide any documentation or proof and she said no need. I also asked if needed to call XXXX and if possible reversal would occur, she said not to worry that this was taken care of. I did receive the reversal of the {$850.00} that evening back into my checking account. I had not heard anything additional by phone or email contact until on the evening of XXXX XXXX, my Chase phone app notified me of a debit for {$850.00}. I immediately called into Chase and was transferred to the claims dept. They advised I should have received an email so the rep asked me to verify my email address. The morning of the XXXX, I received 2 emails from Chase with a link to letter denial reversal to occur on my account. The letter was dated the XXXX as well but the reversal hit my account on the XXXX. Furthermore, the letter provided no option to appeal or any further option other than to call in to their claims team. The claims team I called advised would be able to reopen if I provided additional information to present. I faxed 8 pages of documentation to the Chase claims team on the XXXX. I also messaged XXXX XXXX and was provided a link to their terms showing can appeal and also received an email that they would work with my bank to review the appeal. I then called Chase to confirm receipt of documentation to appeal. I was advised shows received and will be reopened. On XXXX XXXX, I called back as Chase has subsequently charged 12 x {$35.00} in the process of the reversal with no notice. The rep XXXX with Chase claims apologized and noticed that nothing actually had been done with the documentation or the claim that I sent. He also said he did forward and reopen. Further he advised he put in a request to back office to reverse the 12 x {$35.00} fees and I would for certain see the credit back in my account within 24 hours. I asked him if he was certain and he advised not to worry that indeed I will see the credits. He did mention the call was recorded as well. Very upset that I have been told Chase was handling things and then it is not taken care of. XXXX XXXX, I called Chase again since the credits did not apply. The rep was looking into and call dropped. XXXX XXXX called back and talked to Any in Customer Service transferred while she stayed on the line to XXXX in Claims, and then to XXXX overseas claims supervisor. Asked for XXXX rep and was transferred to XXXX XXXX. She advised she is in the claims escalations dept. She reviewed the documentation and advised Chase will not be resubmitting the appeal. I advised her that XXXX XXXX had emailed that would be working with Chase as the card issuing bank to review the dispute appeal. I advised her that XXXX terms on their sight specify appeals process available but XXXX advised she is higher tier rep and more ability to determine. She reviewed and refused to send appeal information. She also advised they show letter notice sent on the XXXX and XXXX, and not received she can not verify. Advised received 2 emails after I called evening of the XXXX so either they did n't send or did n't have correct email. Also, XXXX advised that the letter dated the XXXX provides no options for further appeal nor further options. I called in and the reps provided no other options as well and no further options for appeal. Once I raised the issue further, is when the reps said they could reopen with further documentation. Asked XXXX if there was anyone above her to review for escalation, she advised she can escalate. I have requested her numerous times on the call to resubmit the info documentation to the merchant and she advised will not. Even after I explained to her that XXXX had advised by email they would be working with them on the dispute appeal, she advised based on Squares initial denial, Chase will not resubmit. I asked for further escalation above her. She advised may take a couple days for escalation person above her to call me back.

Company response to consumer: Closed with monetary relief