Consumer complaint received 2020-06-23
Company: JPMORGAN CHASE & CO.
State: LA
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:
To Whom It May Concern : I am writing you to attempt to get assistance for my Chase Sapphire card, which ends in XXXX. I first reported this issue in XXXX, XXXX. 
My job requires travel and, in XXXX, sent me to XXXX XXXX, XXXX. Ive always liked to work out so I set out to find a gym. The only gym in town was XXXX XXXX so I signed on and added tanning to my membership, which was about {$59.00} a month. This was around XXXX XXXX of XXXX. That was the ONLY time I ever saw the owner of that gym. 
In XXXX of XXXX the tanning machine at that location was broken. In XXXX of XXXX, I started trying to get the tanning membership removed from my account, as I was still being charged for a BROKEN item that could not be used. I both emailed and called the gym. Neither have been replied to, TO THIS DAY. During this time I continued to go to work out at the gym, so I also left a note slid under the door of his office about wanting to cancel the tanning portion of my membership. Nothing was done so I got online and requested my money back for tanning on my membership at that time, you could report unauthorized use of your card online. They did the usual follow upsending letters confirming my request, etc. Somewhere around XXXX, XXXX, I opened up my credit card bill and found that XXXX had charged me {$260.00} dollars ( not positive on that amount but its close ) for no reason at all. I called Chase immediately and told them to block this merchant from my card. At this time, the representative that I spoke with at Chase confirmed that the owner of XXXX XXXX wasnt answering their calls/letters either. I also, AGAIN, sent email and a phone call to the gym to cancel. As I had requested that Chase block the merchant from my card, I had no reason to suspect that I would be charged again. I trusted them to do the right thing for me, their customer. 
XXXX was a busy time for me. Im in the XXXX  and XXXX business as a XXXX and in XXXX, my entire XXXX  was laid off. Id made the decision to move to XXXX permanently so I was in between XXXX and XXXX  a lot, plus starting a new, very demanding job. Id put my credit card in my jewelry box and set it on autopay because I wasnt always getting my mail in a timely manner. I admittedly didnt open a statement for several months because I was just buried. That was my fault. 
In late XXXX or early XXXX of XXXX, I opened my statement and found a {$59.00} charge from XXXX XXXX. I went back several statements and found out that the payments to them NEVER STOPPED. I got online immediately and discovered that, for some strange reason, I was not able to dispute charges online any longer. So I got up from my desk ( after my move, I took a real job in an XXXX, no longer a XXXX ), signed out for my 15 minute break and sat, on hold, for well over ten minutes. I told the customer service representative what was going on and they said theyd look into it. 
Their idea of looking into it involved taking zero responsibility and offering zero help to me, their customer. I have several letters attached to this showing their response. The most recent letter is attached as well, which is the one I will be addressing here. In that letter, Chase states that they will not be helping me on this. They state that the XXXX XXXX charge were too old to do anything about. I disagree with that as it should have been addressed in XXXX of XXXX but as I stated above, I should have caught it. The kicker is their response to the XXXX XXXX charges. They state that they never received my reply when they sent letter for more information. These letters that they sent were dated the last week of XXXX and had to be returned by XX/XX/XXXX. They state they never received my reply, which is a BLATANT lie. Not only did I mail them ( due to the date I received them, they would not arrive to Chase by XX/XX/XXXX. Pretty sure they knew this when they mailed them. ) but I also submitted them online, as the letter stated I could do. You will see the PDFs of emails that I received stating that Chase had received my online message, and the date on those emails is prior to XX/XX/XXXX. They stated that due to my inaction in returning the letter that they would not help me any longer which again, was simply untrue, as proven by my emails that are attached. It was also mailed to them. 
In the meantime, due to Chases incompetence, I also submitted a XXXX XXXX XXXX complaint. This compliant is still outstanding. Someone named XXXX who claimed to be from Chases corporate office called and left me a voice mail. I called her back within five minutes and have yet to receive a return call. Ive not received a single phone call from anyone at Chase who wants to help me, in fact they seem to be actively avoiding me. I understand that COVID 19 has them very busy but this started in XXXX. 
I want my charges from XXXX to XXXX refunded. I jumped through every single hoop that Chase requested to get this done. This was NOT a valid charge and I stated this in XX/XX/XXXX. If they are not going to over any protection to me, their customer, then I want all three of my Chase accounts closed. I do not want to continue to do business with someone who does not protect me as a customer. 
Ive attached several letters from customer service ( ha! ). You can tell by the letters that they do not care about their customers at all. 
My telephone number is XXXX. Feel free to reach out if you have any questions at all. 

Best Regards, XXXX XXXX XXXX

Company response to consumer: Closed with explanation