Consumer complaint received 2023-04-07
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:
Related to my Chase Presidential Plus ( United branded ) credit card : On XX/XX/XXXX, we received Invoice # XXXX from XXXX XXXX ( Invoice attached ) in the amount of {$53000.00}. We were paying with our credit card and had to split the payment in two installments over two days. I called the office of XXXX XXXX and spoke to XXXX, she agreed to split the bill in two, processing half, {$26000.00}, on XX/XX/XXXX, and the other half on XX/XX/XXXX. When I received our credit card statement the end of XX/XX/XXXX ( statement attached ), I saw that only XXXX of the charges was reflected. I called XXXX XXXX office and as I recall, we agreed to give the second charge a little more time to see if it would process. On XX/XX/XXXX, I was contacted by XXXX at XXXX XXXX because the second charge never processed so we agreed to have the second payment rerun assuming there was an error in the original transmission. The rerun {$26000.00} was reflected as of XX/XX/XXXX, on our XX/XX/XXXX credit card statement ( statement attached ). Upon processing of the XX/XX/XXXX charge, the invoice was paid in full. Now a year later, on our XX/XX/XXXX statement ( statement attached ), a charge from XXXX XXXX in the amount of {$26000.00} was listed. XXXX XXXX has stated they have not received credit for this charge. I have attached a letter from XXXX XXXX confirming the payments received and not received ( see attached ). 

A little more detail : When the charge from XXXX XXXX of {$26000.00} appeared on our XX/XX/XXXX statement we were confused as XXXX XXXX was no longer accepting credit card payments. We called XXXX XXXX, XXXX of XXXX XXXX, to inquire about the charge and he knew nothing about it. In early XXXX of last year, I proceeded to file a dispute with Chase. To file a dispute, you find the transaction in your Account Activity and click the arrow to the right of the transaction to file the dispute. When I did this, it referenced the transaction dated XXXX XXXX and I believe it said to call Chase as it was not eligible for the typical dispute form. Upon seeing the date, I remembered back to XX/XX/XXXX, double checked my records, and realized this was related to the XX/XX/XXXX, charge that we thought did not process. I called Chase and explained the situation I was stonewalled by several representatives, even talking to XXXX supervisors, all of whom said because of the date of the transaction ( Origination date ) it could not be disputed. I dug further and found on Chases website Dispute a Transaction, which said you cant dispute a credit card charge thats still pending, or that has appeared on your statement for longer than 60 days ( document attached ). It seemed to us this transaction was clearly eligible for dispute as we disputed it within a couple of weeks of it appearing on our statement. Chase continues to say they can not get this dispute past Mastercard because of the origination date issue. 

Attached are three letters from Chase. The first dated XX/XX/XXXX, acknowledging the disputed charge. The second one on XX/XX/XXXX said they needed more documentation. It was after this letter that we reached out to XXXX XXXX to get a letter saying they had not received the funds for this XXXX charge and that the invoice that generated these payments was paid in full in XX/XX/XXXX. I sent all this information from XXXX XXXX to Chase on XX/XX/XXXX, along with my summary ( attached ) of the original transaction that generated this mess. On XX/XX/XXXX, we received Chases third letter saying the dispute was resolved and that they determined the disputed charge was valid. Again, I called Chases dispute office and based on my conversation with the representative, we thought the XX/XX/XXXX letter was generated before a complete review of the documents I sent on XX/XX/XXXX so I should give it a little more time. I never heard another word until we received our XXXX statement on XX/XX/XXXX ( statement attached ), and it showed we were being charged {$440.00} in interest for a past due balance. This morning I called Chase and they said XXXX would not accept the disputed charge because of its origination date, despite the fact we did not know about it for over a year. I asked to whom I could speak with at Mastercard and was told they do not talk to customers. 

In summary, Chase has billed {$26000.00} three times to our account for XXXX XXXX. XXXX XXXX says they have only received two payments of {$26000.00} from our credit card account. We only owed two payments and XXXX XXXX has been paid in full. Either Chase owes us {$26000.00} plus all interest they have charged, or they need to prove that XXXX XXXX got the money from this third charge, and we can collect from XXXX XXXX. I have called Chase at least six times on this matter and have easily spent XXXX hours researching, calling, and documenting this matter. XXXX XXXX was never contacted by Chase or Mastercard. I noticed my credit score has dropped from Excellent to Good which I am sure relates to this matter and the fact we have been carrying the high balance on our credit card for several months. 

On XX/XX/XXXX, after over five months of trying to get Chase/Mastercard to recognize and correct an error they made, I received a credit for the erroneous charge to my credit card along with the accrued interest on the " unpaid '' balance. As a result of this error made by XXXX XXXX XXXX spent a minimum of XXXX hours speaking to Chase representatives XXXX gathering and submitting documents supporting the reason for reversing the erroneous charge, hiring and meeting with an attorney, and calling XXXX at XXXX extension # XXXX ( none of my, or my attorneys multiple phone calls, were ever returned by XXXX! ). 

The way this issue has been handled by Chase is beyond frustrating. Because I could not get Chase to take action to correct their error after three months of phone calls and correspondence, I had to hire an attorney. My attorneys letter did seem to get the attention of the Executive Office, and while the communication since the Executive Office received the letter has been abysmal, the issue was finally recognized and corrected. I have incurred legal fees in the amount of {$970.00} to get this matter resolved, and expect Chase to reimburse me for these fees. 

On XX/XX/XXXX XXXX finally called me! He said Chase would not be reimbursing me for the legal fees nor would they send a letter to the credit bureaus.

Company response to consumer: Closed with explanation