Consumer complaint received 2022-02-08
Company: JPMORGAN CHASE & CO.
State: FL
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 recently submitted a complaint with the CFPB regarding a billing error for {$930.00} with XXXX XXXX on my Chase credit card that Chase upheld when I disputed it. In the course of my two conversations with XXXX at Chase 's Executive Office in response to my complaint ( XXXX 's phone ext : XXXX ), XXXX admitted to me that negligence on Chase 's part had directly resulted in Chase 's inability to send my dispute to the correct department within Chase for resolving such billing issues. XXXX told me on a recorded line that, based on her finding of this negligence on Chase 's part, she was writing to Chase 's Dispute Department to request that my account be credited by Chase for the full {$930.00} as a form of Chase taking responsibility for its mistake. However, in the written explanation to my CFPB complaint that I received from Chase ( attached ), not only did Chase decide not to credit my account the disputed amount, but Chase further made no mention of the negligence XXXX described to me. Instead, the explanation said that Chase was opening up a separate dispute on another charge from XXXX on the basis of a double billing. XXXX called me again yesterday, XX/XX/XXXX, to inform me of this outcome. When I explained to XXXX that the information I provided in my original CFPB complain and my prior emails made clear that no double billing occurred, XXXX told me it was too late to pull this new dispute back. In sum, despite XXXX 's admitting to me over the phone that Chase 's negligence ( which I detail below ) directly prevented Chase 's compliance department from being able to review this charge, Chase 's written explanation to my CFPB complaint makes no mention of this, and instead their 'explanation ' is to open a dispute on a separate XXXX charge on the basis of double billing -- which is entirely wrong, and which I have never indicated to be the case. Now I will explain in detail the negligence that XXXX described to me on the part of the Dispute Department, which is what led her to request to the Dispute Department that Chase credit my account for the full amount of the dispute -- {$930.00}. XXXX explained to me that for Chase to find on the customer 's behalf in a dispute with a merchant for a service not rendered, the customer must be able to identify in advance specifically which service was not delivered. In my situation, because XXXX charged me -- as I explain in detail in my complaint -- after I departed XXXX, without my knowledge, and because XXXX never provided me an invoice for this additional charge, I never knew what XXXX had charged me. Therefore, all I could detail in my initial dispute submission with Chase was that I had paid all applicable charges relating to the rental contract in advance, and therefore that this additional charge from XXXX must, by definition, be a billing error. XXXX explained to me that in such a situation with a rental car company in which a customer is improperly billed for an unclear or unknown service at the end of the rental, it is Chase 's Compliance Department that is the correct department to review and adjudicate a resolution to the situation. XXXX told me that after I sent in additional information to Chase on XX/XX/XXXX, the Dispute Department reopened the dispute on XX/XX/XXXX. I originally disputed the charge with Chase on XX/XX/XXXX. Chase 's Dispute Department found in XXXX 's favor and upheld the charge during this first review without ever sending the dispute to Chase 's Compliance Department for review. Despite re-opening the dispute on XX/XX/XXXX, XXXX told me that the Dispute Department took until XX/XX/XXXX to finally forward the case to the Compliance Department. XXXX could find no explanation in the case notes from the Dispute Department either for this three-week delay in transferring the case to the Compliance Department after the dispute was re-opened, nor an explanation of why this dispute was not sent to the Compliance Department during the first review by the Dispute Department XXXX XXXX explained to me that a charge from a rental car company must be reviewed by the Compliance Department within 59 days of the charge. As such, the deadline for a review of this charge was XX/XX/XXXX, since XXXX billed my credit card the {$930.00} on XX/XX/XXXX. Had Chase 's Dispute Department transferred the case to the Compliance Department either during the original review, or within two weeks after the dispute was re-opened on XX/XX/XXXX, the Compliance Department would have had time to review. However, because Chase took until XX/XX/XXXX to finally transfer my case to the Compliance Department for review, Chase ensured that XXXXXXXX XXXX incorrect billing of my card for {$930.00} could not be rectified. It is unacceptable that Chase 's representative, XXXX, admitted this negligence on Chase 's part to me over the phone regarding the Dispute Department 's failure to transfer my case to the Compliance Department for review before the 59 day deadline, including telling me that she would request that Chase credit the full {$930.00} to me on the basis of this negligence, but that Chase then completely left this out of the written explanation to me. So what did Chase include in its CFPB explanation to me? Chase told me that on XX/XX/XXXX, Chase 's Dispute Department had opened up - on my behalf- a dispute with XXXX for a separate Charge of {$980.00}. Chase opened this up without consulting or informing me. This dispute has absolutely no justification or basis per the details I have provided Chase. What is this charge of {$980.00}? This was the charge that XXXX billed me when I took out the car on XX/XX/XXXX for the full balance of the rental contract ( car + insurance + tax ). As I've explained in great detail, the additional {$930.00} I was charged after I returned the car and left XXXX was -- per the closing invoice that XXXX provided to Chase during the original dispute -- for an additional service called " Delivery. '' Therefore, this charge for {$930.00} is not a double billing -- it is for an additional service that I never ordered, received, and is not in the rental contract, as I've explained to Chase over and over and over. However, in keeping with this theme of total negligence on the part of Chase 's Dispute Resolution department, they have now submitted an additional and separate dispute with XXXX on my behalf for this {$980.00} charge as a " double billing, '' when it clearly is NOT a double billing. It is unacceptable that Chase 's only explanation to my CFPB complaint is to tell me they have opened up another dispute for another transaction under the incorrect reason code of double billing while leaving out to me XXXX 's verbal admission of negligence on Chase 's part regarding the Dispute Department 's failure to transfer my case to the compliance department for review before the 59 day deadline. All of my conversations with XXXX were on recorded lines, so I encourage Chase to review those conversations and then provide me a substantive response to how Chase will address the Dispute Department 's failure to transfer my dispute for {$930.00} I submitted on XX/XX/XXXX to the Compliance Department within the 59 day deadline. I am, once again, allowing this complaint to be published publicly on the CFBP 's website.

Company response to consumer: Closed with explanation