Consumer complaint received 2022-02-15
Company: JPMORGAN CHASE & CO.
State: NY
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 Placed order with XXXX total {$270.00} XX/XX/XXXX XXXX claimed order was delivered on XXXX XXXX which our business was closed. 

XX/XX/XXXX Filed dispute with XXXX as instructed after 48 hours on XX/XX/XXXX XXXX XXXX with XXXX for credit several time using their claim system. Each time XXXX system return error message claiming they can't receive any claim from the channel they provided. I spoke with XXXX customer service over dozen of time and XXXX acknowledge they will provide me credit as soon as they receive my claim request. Yet, their system do not allow me to file claim nor XXXX was able to provide instruction on how to file their internal filing system. 

XX/XX/XXXX I file claim with Chase ( XXXX 's XXXX XXXX  XXXX  ) XX/XX/XXXX Chase acknowledge claim and investigation was to be conducted. 

XX/XX/XXXX Received Chase statement of credit {$270.00} on Chase Bank statement XX/XX/XXXX Recieved Chase statement the credit has been reverse. I call Chase regarding reason. They claim the decision was made in favor of XXXX because XXXX system provid POD claiming the package was delivered to me on XX/XX/XXXX. Please noted, XXXX was XXXX XXXX and our government building was closed on XXXX XXXX. XXXX XXXX is nothing but XXXX driver claimed within XXXX system. Their was no signature nor any photo which XXXX driver suppose to provide. Also note, XXXX customer service has already agreed to provide credit but wasn't able to because their system do not allow claim to be file. Chase said if I want to continue with investigation I will need to provide document and proof. 

XX/XX/XXXX I mailed all documents to Chase. 

XX/XX/XXXX recevied letter from Chase dated XX/XX/XXXX claiming " While you may have a valid complaint, the results of our additional review confirm that the transaction is valid and no billing error occurred on your account. '' XXXX Spoke with Chase several time trying to obtain documentation on how they determine their decision. After several attemps ; on XX/XX/XXXX, I was able to speak with a Chase superviser name XXXX XXXX he was not able to provide last name ) after I request to escalate my claim instead of given me the dance around. XXXX claimed the real reason Chase reverse the credit because they have a deadline to file claim on dispute. The deadline was said to be XX/XX/XXXX. Please note, I have not been notified that there was a deadline. And the date of the deadline make no sense because I filed my first claim on XX/XX/XXXX. I only notice the reversal of credit on Chase XX/XX/XXXX statement received on XX/XX/XXXX. Chase ask me to file dispute and document on XX/XX/XXXX which I sent on XX/XX/XXXX. Chase claim they received my documents on XX/XX/XXXX. Yet XXXX claimed my dispute was past deadline on XX/XX/XXXX. Therefore they rule in favor of XXXX. 

I am getting the feeling because Chase is the issuing bank for XXXX credit card, they are trying to make it difficult for consumer to make small dispute claim. Both company are making consumer the need to prove themselves while they can not provide any legit information that justify their reasoning. Worse of all, both companies acknowledge I have legit claim but made excuses to avoid returning the credit owe to me. They seem to believe their decision is final. This is the reason I want to file this complaint and want to know what is my right as a consumer and option available to me. Most importantly, how consumers able to held big companies accountable for their fraud and dishonest scheme. Your help will be greatly appreciate.

Company response to consumer: Closed with monetary relief