Consumer complaint received 2020-02-12
Company: JPMORGAN CHASE & CO.
State: IA
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 had the misfortune of being over charged on a Chase credit card transaction I made on XX/XX/XXXX. I made a purchase for {$21.00} at the XXXX  XXXX  XXXX XXXX  XXXX  store at the XXXX XXXX XXXX in XXXX XXXX IA, but was charged {$210.00}. Before I received my credit card bill, I noticed the inflated charge when checking my account on-line. I immediately clicked dispute and completed the necessary information requested through your on-line dispute service. As I did not hear anything further and the refund was reflected on-line and on my XXXX statement, I thought the issue was resolved. 

When I received my next statement on XX/XX/XXXX, the refunded amount was back on my credit card bill. I called Chase on XX/XX/XXXX or XXXX to find out why. I was told more information was needed, Chase had contacted me, and when I did not respond the case was closed. It should be noted, I have no record of ever being contacted-no email, no voice mail, no incoming call record, no letter- and Chase has never provided how, when I was contacted. 

Nonetheless, during this phone conversation just prior to the holidays, I was told the case would need to be reopened. To do so, I would need to provide a copy of the original receipt via secure message, the mail, or a fax. This was provided to you via secure mail on XX/XX/XXXX. On or around XX/XX/XXXX, I received a letter from Chase stating the results of our investigation remain the same. I immediately called and was told secure mail is not acceptable, but that I would need to mail or fax the requested information. I faxed the requested information per your instructions, that day. 

After hearing nothing from Chase and seeing no change in my on-line statement, I contacted you for the third time. I was informed I did not reply quickly enough and the case can not be reopened. I spoke with a Supervisor who informs me my only option is to contact the merchant. Yesterday, I drive the hour to the merchant only to find out they are no longer in business. 

At this point, my frustration level has reached a boiling point. Why? Are you kidding me? This is how you show value to long standing customers and customers who follow the rules you set up. What are you gaining by causing me this undo stress? I was overcharged. I made a claim. You refunded me, then changed your mind. I provided the documentation you requested. Show me where I erred? 

I am incredibly upset, frustrated, and thoroughly disgusted with the run around and service I have received from Chase. I am perplexed as to what I should have done differently. According to your own website, when answering a FAQ as to how long a customer has to dispute a credit card charge, your website says to Submit your dispute within 60 days of the transaction first appearing on your statement. You cant dispute a pending transaction, you have to wait until it posts. Since the charge was resolved on the XXXX statement and did not show up until the XXXX statement, I am well within my 60 days to dispute this overcharge. 

Bottom line is this, it is clear by comparing the purchase amount to the charged amount, XXXX to XXXX, that the merchant XXXX fingered a XXXX on the amount charged. The documentation you requested to dispute this obvious overcharge was provided to you in a timely manner. It is time for you to fulfill your commitment to me as a long standing customer, and refund the {$190.00} over charge. 

There are always other choices where I can take my business, but I will expect you to do the right thing and refund me the {$190.00} I was overcharged.

Company response to consumer: Closed with monetary relief