Consumer complaint received 2022-07-15
Company: JPMORGAN CHASE & CO.
State: TX
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:
Please reference original complaint ID XXXX filed on XX/XX/2022. Im bafflled so im going to try this again. If you read the REPLY from this company dated XXXX they replied regarding the incorrect account. My relative had an active dispute with them coincidentally with a rental purchase and they replied to THIS complaint with MY RELATIVES information. NOWHERE in my complaint did I mention XXXX rent a car, I mentioned XXXX rental car and whomever decided to respond ... shouldnt have. This is disgusting that im having to go through this and even the CFPB didnt catch the fact that this response was totally bogus and had nothing to do with my concern. Now this predatory institution has placed a 30 day late mark on my credit and my husband credit the primary on the account. We are furious about how this is being made a mockery and nobody is taking this serious. I have since reached out to the banking ombudsman and any other major outlet including our local news to see if they can air this entire incident on tv because now we are suffering an economic burden due to the false negative credit reporting for items that SHOULD NOT BE ON THE CREDIT CARD STATEMENT. I demand an immediate correction to our credit report and remove any negative fees or activity because this is JP MORGAN CHASES fault and XXXX XXXX nor XXXX XXXX will be held to anything negative coming from this incompetency on the banks end. I have included a COPY OF MY ORIGINAL COMPLAINT which is still valid and needs to be reopened reinitiated and republished and most importantly RESOLVED. 

I have disputed XXXX transactions with Chase Bank from XXXX rental company, which Chase initially charged back to the merchant. Chase turned around, rebilled me for these charges, and did not bother to read the merchant 's reply. The merchant validated my claim by replying, explaining that the amount this company is charging is different, and supplied further info. Chase did not bother to read that they automatically went in the merchants ' favor assuming their reply was relevant. I have put this in writing to have the items re-charged back to the merchant who has now been paid TWICE and re-disputed correctly. Chase has ignored it, perhaps waiting on the dispute timeframe to expire. The XXXX XXXX XXXX  made Chase aware of my complaint on XX/XX/2022. That same day I received a call from a man named XXXX claiming to be a manager in the office of the CEO who had assigned a lady named XXXX to handle this and stated XXXX had XXXX days to get a resolution to the dispute. XXXX seemed very confident provided his direct reports ' contact information. I attempted to reach XXXX the next day, left two messages, and finally called the general number spoke with a lady named XXXX, who could confirm XXXX was in the office but stated XXXX wanted her to relay the message that she would contact me the next business day. It was XXXX at XXXX am when I spoke with XXXX. XXXX got me XXXX  morning and stated they have no new information and are still researching it. XXXX came across as very unconcerned ; I voiced my complaint with her. She listened and immediately responded, " yes, ma'am, I'm sorry to hear that I will contact you in the next few weeks IF we have an update '' Thats what pushed me to file this complaint and with the CFPB as well as other entities designed to help customers in this kind of distress due to being unable get anywhere with a creditor. Now, if this doesn't get resolved after the CFPB contact, I'm going strongly considering going to the media to make this a public issue. There may be many others experiencing the same issue we are having. Chase is a vast bank that can be intimidating for some consumers when challenging their unfair business practices. I have left messages, attempted to contact XXXX back, and not a single resolution to this. This company merits reprimand in the highest regard. These are unfair business practices to rest on their laurels while the customer takes the hit. I want myself and the other party listed on this card 's credit impact rectified because this affected debt to income ratio and dropped our scores by XXXX points collectively. Chase mishandled my entire dispute. I explained what was happening in my actual argument and the follow-up appeal in detail. I sent the request twice via email to Chase ( to have a paper trail ) and uploaded it to their portal per their alternative process. At this point I do not care what deadlines have passed because I did my part and followed Chases ' terms and conditions, including being more than timely. Now, I am demanding this company honor this dispute correctly and correct any implications to our credit due to their poor business operations, or credit the account out of their funds for these transactions in an EXPEDITIOUS manner, immediately, if not sooner. Those are the only options I am giving Chase to avoid further legal action and media exposure regarding this ordeal. 

At this point I am requiring contact from a direct report to the CEO or from the CEO XXXX himself since it seems to be absolutely nobody at Chase nationwide who understands this is not our error and it needs to be fixed this is my final stop before filing a suit in small claims regarding this banks gross negligence.

Company response to consumer: Closed with explanation