Consumer complaint received 2018-03-02
Company: JPMORGAN CHASE & CO.
State: OH
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 am writing because I have a disputed charge on my Chase credit card that has not been credited back to my credit card account even after providing documentation that the charge should not be paid by me. 
In XX/XX/XXXX, upon review of my Chase Credit Card XXXX statement, I realized that there were two charges to the vendor XXXX in the exact same amount ( {$1600.00} ) on XX/XX/XXXX and XXXX, XXXX. I called Chase and upon further review we both surmised that it was a duplicate charge and I was advised to dispute the charge. My account was credited but two days later I discovered the charge was correct. I had rented two different properties from XXXX ( one for XX/XX/XXXX and one for XX/XX/XXXX ) and somehow the amount charged was exactly the same and within two days of each other.

This was my mistake so I called Chase within 2-3 days of disputing the charge and cancelled the dispute and was recharged {$1600.00}. I also called the Manager of the XXXXXXXX Property that I was renting, XXXX XXXX of Property Rental XXXX, and told him the story and he said that he would contact Homeaway and follow up with me. After several weeks he had not received the funds through XXXX so we both individually contacted XXXX to see where the money was. He and I were both told by the financial office of XXXX, after each of us spent hours on the phone, that since I had disputed the charge that my credit card was blocked by XXXX and that they therefore had no way to retrieve the funds from that account. I recontacted Chase and discussed the issue. They said that the money was there for XXXX to grab. So I then called XXXX again and I told them what Chase had told me : That the money was there waiting for them to retrieve it ; but, they said that they could not. They said that I should send a check directly to the manager of the XXXX property which I did. ( See copy of check to XXXX XXXX, Manager of XXXX Property XXXX and the portion of my XXXX statement showing it being charged to my checking account. ) The website confirming his role as property manager can be found at  XXXXXXX XXXX XXXX XXXX. 
I called Chase to explain to them that XXXX stated that they could not access the funds and that I had paid by check. I was told that I should redispute the charge and that I could do it by sending an online secure message. I did that on XXXX XXXX, XXXX. I was not credited with the amount and heard nothing so after a few weeks I called again and was told that they did not see where I had redisputed the charge but found my secure message requesting such and that they would act on it. Later I sent another online secure message asking about the status on XX/XX/XXXX. ( See attached messages from me to Chase from XX/XX/XXXX and XX/XX/XXXX. ) Having heard nothing, on XX/XX/XXXX I called again since I still hadnt been credited. I was told that the redispute had been resolved and that they could not credit my account because the money was with XXXX. They said they could do nothing on the phone and that I needed to send a letter with a copy of the check and other supporting documents. ( I was never previously asked for that documentation. ) I sent copies of my written correspondence with Chase ( since they had overlooked several correspondences ), a copy of the check to the XXXX property manager XXXX XXXX and a copy of my bank account showing the check had been cashed. I also provided documentation of the managers name, his affiliation with XXXX and a weblink to his property site. 

I finally received a letter dated XX/XX/XXXX saying they would look into it but today ( XX/XX/XXXX ) I called Chase, ( since I had heard nothing back ) and they said they could do nothing to help me get my money back and I was out of options. XXXX also insists they can not help me stating that they dont have access to the funds. 

I paid {$1600.00} less then required on my bill due XX/XX/XXXX because they state that I am not responsible for disputed charges. Now they will probably charge me late fees. What a mess. 

I hope you can help. I await your response and will help in any way I can. 

Attachments : 1. Copy of original charge on Chase credit card that appeared to be a duplicate. 
2. Copy of Chase letter saying they were reviewing the redisputed charge dated XX/XX/XXXX 3. Copy of Chase letter saying the redispute had been resolved dated XX/XX/XXXX 4. Copy of secure message sent to Chase XX/XX/XXXX. 
5. Copy of secure message sent to Chase XX/XX/XXXX. 
6. Copy of Chase letter saying they have received my redispute of the charge dated XX/XX/XXXX 7. Copy of Chase letter stating that the redispute was resolved dated XX/XX/XXXX 8. Copy of Chase letter acknowledgine receipt of additonal information dated XX/XX/XXXX 9. Copy of cancelled check to XXXX XXXX, Property Manager of the XXXX property that I was renting.

Company response to consumer: Closed with explanation