Consumer complaint received 2015-07-07
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
On XX/XX/XXXX I bought a few items online at XXXX for XXXX and subsequently realized that XXXX of the items I bought was the wrong size. I called XXXX XXXX XX/XX/XXXX and they said it was too late to change the original order but they would just order me another shirt in the correct size and I can return the wrong sized item either by mail or in person. The women taking the order was in training and incorrectly charged my credit card XXXX, XXXX then XXXX since she initially added the charge to the prior order, but had the wrong price and readjusted it XXXX instead of just charging me the XXXX for a new order. I told her that I can see all these charges on my account and she said not to worry since they were simply pending transactions and they would fall off my account once the items were shipped and then I would be charged the correct amount. Also During the transaction one of the charges was denied and then she realized that by accident she opened a wrong screen and erroneously charged me XXXX but since it was denied it was n't a big deal. The following day I got a fraud alert from chase about the XXXX and called chase and explained what happened and Chase told me that to give it a few day and it should all rectify itself. 
However, it did not rectify itself and I have spent over XXXX hours in the last month on the phone with XXXX and chase. XXXX has been on a XXXX way call at least XXXX, and I was finally able to get the pending charges removed but the XXXX charge that Chase allowed through they would not remove even though XXXX said it was not my charge and made me submit a dispute since this charge had gone through already. I filed the dispute, but the charge was never removed. Everything I call Chase I get sent from disputes, to fraud and back. Chase then sent me the receipt from the charge which clearly shows an incorrect name, address and phone on the billing address and the credit card states it expired XX/XX/XXXX. So on all fronts the charge should have been denied since nothing matched, but after the charge was initially denied, Chase allowed it through. This appears to be a mistake the representative made at XXXX, not fraud ; yet, the dispute department will not correct the issue, and fraud says that unless its fraud they can not do anything but cancel the card. I do not wish to cancel the card since its linked to other bills and I would still have the erroneous charge. Just today I got a letter in the mail from chase stating that they routinely monitor account activity to minimize fraud and have been unable to contact me to verify a recent transaction ; yet this is after I have spent over XXXX hours on the phone trying to rectify this matter. Then when I go to email them about the dispute, since I am tired of spending more time on the phone getting nowhere I now see that the fraud department at Chase now opened another dispute for the same XXXX charge ( XXXX separate case numbers XXXX and XXXX for the same charge ). Since the initial error I returned the original item that was the wrong size and was credited by XXXX the XXXX and then had a price adjustment since the other items then were on sale. XXXX XXXX states they can not credit me the XXXX since they did not charge me and Chase simply send me between the dispute and fraud department in XXXX, XXXX and the US, none of which communicate effectively, and no one is trying to resolve this matter. I have spoken to multiple managers who all say they are taking care of this yet no one has. I tried to call the corporate office but chase will not allow you to speak to anyone. Please help.

Company response to consumer: Closed with explanation