Consumer complaint received 2017-02-15
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Credit card
Issue: Billing disputes

Complaint:
On Tuesday, XXXX XXXX, 2017 XXXX offered a XXXX Tuesday promotion for XXXX where you would receive a {$10.00} gift card for {$0.00}. Since XXXX is a merchant that in the past I have made purchases with and I had been satisfied I figured I would take advantage of the offer. I went ahead and added a {$10.00} gift card to my cart, was asked to enter my credit card information and then presented with a payment confirmation screen of which I have a screenshot that shows {$0.00} for the {$10.00} gift card after using promo code XXXX. I have enclosed a copy of this screenshot to substantiate my claim. Once you make a purchase with XXXX they do not show a printable receipt. Instead, they take you to a page with your order number and a thank you message. No purchase dollar amounts are presented. As such, the screenshot I provided above is the last thing I saw after I made the purchase until I received by email a receipt. However, the email receipt that XXXX provided looked very different than the screenshot I provided above which is what I saw when I placed the order. This receipt showed a purchase for XXXX {$10.00} gift cards with {$10.00} taken off for the XXXX Tuesday promotion and was for a total of {$1000.00}. I am also enclosing this receipt to show the disparity between what I as the consumer saw and what they billed me for and that I did not authorize which was a total of {$1000.00}. As such, I reached out to XXXX XXXX to have this addressed as soon as it came to my attention the same night at around XXXX XXXX but they close at XXXX XXXX and I left a voicemail for them to return my call and explained the situation to them. I have still not heard back. As such, I immediately initiated a dispute online with Chase. However, when a month passed by and the amount had n't been removed from my account I called up Chase and spoke to a representative who transferred me to the disputes department and XXXX indicated that they would issue me a {$1000.00} credit because they could n't issue the {$10.00} credit because of the promotional code even though the dispute should have been for {$1000.00}. I offered to provide a screenshot of the checkout cart page just prior to the receipt page that showed {$0.00} but Chase refused to accept it indicating that no additional documentation is needed at this point. At this point I thought the dispute was resolved. However, on Monday of this week and Tuesday of this week, I received a call from XXXX from XXXX telling me to call him at XXXX ext XXXX to discuss my dispute between XXXX to XXXX XXXX. I tried reaching him this morning to no avail and left a message for him to call me. In the meantime, I see that the {$1000.00} purchase from XXXX that was disputed has been re-billed to my account so I called regular Chase Customer Service at XXXX and spoke to XXXX who transferred me to her supervisor XXXX ( based in XXXX Florida ). I explained to her the situation and she spoke with XXXX, a supervisor in the disputes department, who stated that XXXX had a receipt of my purchase for {$1000.00} and that they ca n't accept my proof that there was a system glitch and the {$1000.00} purchase was fraudulent. Instead, they told me that I would need to contact XXXX to have the issue resolved. Now, the XXXX invoice is fraudulent and I never authorized a {$1000.00} purchase for XXXX {$10.00} e-gift cards. I have not used any of the emailed gift cards they sent and would like them invalidated and the {$1000.00} I was charged refunded since this was not the authorized purchase amount as per the screenshot I provided you which is the final step in the checkout process at XXXX I would like this issue resolved and look forward to an amicable resolution.

Company response to consumer: Closed with explanation