Consumer complaint received 2015-07-05
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card
Issue: Billing disputes

Complaint:
In XX/XX/XXXX I made a trip to XXXX. While in XXXX I contacted Chase, my credit card company prior to a purchase I was thinking of making in XXXX. I discussed the possibility of having to dispute the charge. Chase assured me that I could dispute the charge made in XXXX. I made a purchase from the seller with a right to cancel. Within XXXX days I notified the seller and canceled the purchase. I notified Chase within the XXXX days and disputed the charge. They reversed the charge and sent me the dispute forms. I returned the completed forms to Chase within XXXX days. More than XXXX days had passed. I still had not received any notice from Chase of any kind with regards to the disputed claim. About XXXX after the dispute forms were submitted, I received a phone call from a Chase representative to inform me that Chase did not find the purchase to be fraud, as I signed for the purchase. I informed the Chase representative that I was disputing the charge. The Chase representative informed me that Chase would now forward the claim to the dispute department. A few days later, Chase reinstated the charge with no notification of any kind. I made several phone calls to Chase to get this resolved and still no answers. I went directly to my local Chase branch and discussed this issue with the manager. The Chase branch manager talked to another Chase representative and told me that the Chase dispute department had rejected the request as it was beyond XXXX days past the purchase date. The Chase branch manager forwarded theto the Chase Executive Offices to appeal. I was given a Chase representatives name and contact information. After several weeks of attempts to contact the Chase representative via phone and e-mail with no response, I was given the Chase representatives name and contact information of the Chase representatives superior. I made contact with the In XX/XX/XXXX I made a trip to XXXX. While in XXXX I contacted Chase, my credit card company prior to a purchase I was thinking of making in XXXX. I discussed the possibility of having to dispute the charge. Chase assured me that I could dispute the charge made in XXXX. I made a purchase from the seller with a right to cancel. Within 5 days I notified the seller and canceled the purchase. I notified Chase within the XXXX days and disputed the charge. They reversed the charge and sent me the dispute forms. I returned the completed forms to Chase within XXXX days. More than XXXX days had passed. I still had not received any notice from Chase of any kind with regards to the disputed claim. About XXXX after the dispute forms were submitted, I received a phone call from a Chase representative to inform me that Chase did not find the purchase to be fraud, as I signed for the purchase. I informed the Chase representative that I was disputing the charge. The Chase representative informed me that Chase would now forward the claim to the dispute department. A few days later, Chase reinstated the charge with no notification of any kind. I made several phone calls to Chase to get this resolved and still no answers. I went directly to my local Chase branch manager to discuss this issue. The Chase branch manager called the Chase dispute dept. and was told they had rejected the request as it was beyond 60 days past the purchase date. The Chase manager faxed all of my information to the executive offices. I was contacted, and left a phone & e-mail message by XXXX XXXX at the executive offices. After several weeks of attempts to contact him, my bank manager had his supervisor XXXX XXXX, contact me on XXXX XXXX. It was now XXXX day later. The end result was that she refused to reverse the charges. I then received a written letter on XX/XX/XXXX confirming our phone conversation. This is the first and only written response denying my dispute request.

Company response to consumer: Closed with explanation