Consumer complaint received 2017-01-08
Company: JPMORGAN CHASE & CO.
State: VA
Product: Credit card
Issue: Billing disputes

Complaint:
Chase Bank issued me a credit card. Subsequently, Chase Bank violated the FCBA by, among other things, lying in writing, lying during a telephone conversation, manipulating the " billing error claim '' process, complicating he " billing error process '' so that a person with average intelligence could easily be confused, and more. 
1 ) I disputed a credit charge using chase.com. Chase called me & left a message. I called back & was told that she called only 2 tell me that she acknowledge receipt of my dispute. XXXX XXXX sent me a letter dated XX/XX/XXXX asking for " additional '' information but the letter asked 4 the same info I gave at chase.com. This letter stated that " if we do n't hear from you, we will continue to investigate ''. I discovered on XX/XX/XXXX, after talking with XXXX that she closed my dispute on XX/XX/XXXX because she did not hear from me. 
2 ) XXXX told me that her investigation involved her only making a phone call 2 the merchant & getting merchant 's response by telephone. XXXX told me that chase received no documents from merchant. Therefore, I could not c merchant 's response & could not respond intelligently 2 it. 
3 ) XXXX told me that the merchant told her that it was able to " XXXX '' however my complaint clearly stated that the merchant failed to provide a XXXX. Yet, XXXX clearly ignored this fact & found in merchant 's favor only cuz merchant told her that it performed a service that I clearly stated that I did not request. 
4 ) In addition 2 this letter from XXXX, she also called me about 3 times during holidays & left voicemail messages. So the billing error claim process has become telephone harassment accompanied by requests 4 info already provided & classifying a phone call 2 the merchant as " investigation ''. XXXX attempted to provoke me on the telephone 2 provide information that I already provided which is confusing. It seems as if the multiple telephone calls are designed 2 impose extra burden on the customer ( 2 make the process as laborious as possible & 2 discourage customer ), 2 confuse the customer by repeatedly asking 4 the same information & 2 attempt 2 manipulate the customer 's words 2 twist words 2 find against the customer. 
5 ) XXXX lied 2 me & said that the nature of my online complaint classified my billing error claim as 1 type of claim whereas my words over the telephone changed that classification ( which makes no sense cuz My online complaint & words by telephone were the same which leads me to believe that XXXX was trying 2 manipulate my words & cause confusion. ) 6 ) XXXX told me that her reason 4 asking 4 more info was to " document '' my claim as if my online claim did not function to " document '' my claim. 
7 ) I told XXXX that she was not following the FBCA. She said that she was following XXXX & Chase procedures - especially in reference 2 her statement that she closed my claim on XX/XX/XXXX cuz I did not respond XXXX her letter dated XX/XX/XXXX ( see above ). XXXX told me that I could " re-open '' my claim despite the fact that it should not have been closed in the XXXX place. 
8 ) At 1st, I could not find XXXX 's letter. I received it on about XX/XX/XXXX & had not yet replied 2 it but could not find it when I was talking 2 XXXX. I asked her 2 fax it 2 me. She told me that she could not fax it 2 me, could not email it 2 me, and could not mail it 2 me again but that I could " re-open '' my claim at chase.com 9 ) at XXXX, it shows that the billing error claim is still open so there is no way to " re-open '' it. XXXX then suggested transferring the phone call 2 tech support so that someone could help me " re-open '' the claim online ( by walking me thru the process online ). ( I subsequently found XXXX 's letter & responded. ) There is only 1 way 2 classify XXXX 's actions which is 2 confuse, harass, & discourage the customer & 2 deny customer the full benefit of the FBCA.

Company response to consumer: Closed with explanation