Consumer complaint received 2017-02-16
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card
Issue: Credit card protection / Debt protection

Complaint:
Complaint against Chase ( Chase credit card ) I initiated a dispute of a charge which was processed by Chase. The charge in question was related to a reservation made with a merchant who later cancelled the reservation but never returned the funds. After contacting numerous times the merchant they continuously transferred me repeatedly to people who did not speak english and could not help. 

Chase later determined that the Charge was valid because there was no supporting documentation even though they specifically told me that they did not need to receive supporting documentation and had " all the information needed ''. 

Without notice they sent a letter on XX/XX/XXXX informing me of their decision in a letter with supporting documentation from the merchant ( which was actually from a different reservation ). As soon as I receive the letter, I called Chase and sent in supporting documentation via fax on 4 occasions which I can confirm they received on XX/XX/XXXX XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX all of which they never processed. 

I was specifically informed that sending the information via fax was the only way to send the documents and asked if there were other ways and told " no ''. 

They later informed me that my residpute was denied because it was not submitted by the deadline ( which they claim was XX/XX/XXXX but had a grace period until XX/XX/XXXX ) which I was never informed of until XX/XX/XXXX. They later claimed that the deadline was in the letter which they sent me ( letter attached to this complaint for proof ). Which is a lie. I have a copy of the letter which does not have a response deadline. They claim that the deadline was XX/XX/XXXX and I was informed in the letter which was sent on XX/XX/XXXX ( which did n't include a deadline ). Needless to say a letter via mail on the XX/XX/XXXX requiring a response by the XX/XX/XXXX is unreasonable especially when it does n't even inform you of that deadline. By the time it 's received it 's likely too late to even respond. 

They claimed that it was not their responsibility to process documents once they receive them and it 's my problem that they lost documents with supporting documentation to confirm the reservation associated with the charge was cancelled with sensitive account information on 4 occasions. Additionally, I specifically called multiple times to ask for other ways to send the documents and was told that there was no other way to send them. Which was also a lie. After the deadline expired, they finally provided me with a new means of sending the documents on their website ( which they already lost 4 times before the deadline ). 

The final result of their lies, fraudulent activity and misleading information is that the deadline has expired to redispute the charge and I am now stuck paying a charge with interest because Chase lied to me about deadlines, lost documents and claims that they ca n't be held accountable for lying to their customers and that it is the fault of the customer for not catching lies. I have been financially harmed to the tune of over {$710.00} and expect that Chase will be held accountable for their actions. 

Claims : Incorrectly processed dispute Lied about deadlines. 
Lied about the contents of their letter Lost information on 4 occasions Claim it 's the customers responsibility to catch their lies The only way to file a complaint against the dispute department at Chase is to file a complaint with the dispute department which lied and misled me on multiple occasions and has informed me that lies are note their problem and had I caught their lies I would n't be in this situation.

Company response to consumer: Closed with explanation