Consumer complaint received 2019-03-21
Company: JPMORGAN CHASE & CO.
State: TX
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:
I was scammed last XXXX for around {$530.00}. The transaction was done through XXXX but they advised me to dispute it with the card it was run on, Chase. When I did, they notified XXXX who then placed a hold on the funds of the merchant 's. XXXX months later, Chase then informed me they are closing it not in my favor, claiming I never provided proof, when in actuality I have submitted loads of proof and filled out a letter they sent. But they claimed I did not. They man was quite rude and I believe insulting me ( but was hard to tell if he called me names or not due to his lisp ) I then contacted XXXX who advised me that if Chase won't do anything, to take legal action against the merchant. I contacted them again and let them know I am prepared to do just that. She then offered to send my money back but not until XXXX releases the hold on the funds. XXXX tells me they are still waiting on Chase to make a decision and if it's in my favor the funds will be released to me and if not then the funds will be released back to the merchant. 
I then filed XXXX complaint, and received a call from Chase XXXX offices later that week. I advised her of all of this, but she was rude and continuing to claim I did not do what was asked of me and provide the needed proof. To move past her rudeness, I said to the point XXXX has the funds on hold regardless of what we're bickering about. She XXXX XXXX XXXX and I was told the exact same thing they told me before, just this time, someone from Chase was on the line to hear it. After XXXX explained to the lady from Chase Executive office they only need to respond advising it's in the customer 's favor then the funds will release back to my card. After an hour of taking XXXX 's time and going in circles, the Chase employee said she found the merchant also uses Chase bank and said the money must be lost somewhere in the Chase network and it's up to her to retrieve it. Again, after an hour of XXXX drilling it in to this lady 's head, she was under the impression that XXXX had nothing to do with it, despite the fact the have the money in question. 
Today, XX/XX/XXXX I called to follow up with the Dispute Dept and got the rudest people. I wanted to check the status and advise that I last heard they were looking in the Chase network for the money when XXXX explained to her they have the funds on hold, so if they take it out of the merchant 's Chase bank account, then they'd be taking it twice. The lady argued with me. I started to explain the entire story and when it came to when XXXX advised me to take legal action against the merchant, I was quickly cut off being told I said " legal action '' and has to transfer me, the lady did not allow me to speak, and obviously was not listening. The supervisor got on the phone claiming how I made threats to take legal action against Chase and was not receptive when I was trying to explain that I never said that and the rep never gave me the chance to talk. I then told the whole entire story, in hopes for some sort of answer or indication she was listening, she just says " ok, is there anything else I can help you with '' I then hung up. 
Chase representatives do not have the ability to listen and comprehend a problem, they are very anti-customer and it seems like they are doing everything they can to be against the customer when they should be helpful. They have made false claims and do not care when you try to explain to someone else. 
XXXX claims they are waiting on Chase to reply and Chase claims they are waiting on XXXX to reply. On my first go around with this dispute, Chase advised me they were closing it because the merchant replied, and only sent me the automated response but nothing from the actual merchant. It blows my mind that Chase belives that XXXX was the original merchant. All of this was explained on that XXXX call between Chase, XXXX and myself, but the Chase rep still argued, being against the customer continuing on about how I didn't provide the proof that I actually did. 
I am just appalled due to how they can be so against the customer and treat the customer with such disrespect.

Company response to consumer: Closed with explanation