Consumer complaint received 2023-02-02
Company: JPMORGAN CHASE & CO.
State: FL
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:
Back on XX/XX/XXXX, we purchased a program through an accredited XXXX XXXX XXXX, XXXX, for {$2100.00} to assist our sister-in-law with getting her XXXX license reinstated. This was charged on XXXX of my Chase XXXX cards. XXXX was advised the reason for the license lapse was due to a mental condition and required documentation from her psychiatrist that she was able to attend the program and perform the duties of a XXXX again. The XXXX advised XXXX that she was not fit to attend the program on XX/XX/XXXX and she was not allowed to continue program. We were advised by XXXX that they would be processing a refund in XXXX as a result. I also put in a charge dispute with Chase in XXXX ( Claim # XXXX ). I checked my Chase account in their App and it appeared XXXX processed the refund- In fact, looking at Chase 's App today under Transaction Details, it states " Return '' under Transaction Details. Thinking there was no longer a dispute, I took no further action until I noted on XX/XX/XXXX the charge was reposted. I contacted Chase and was advised that the {$2100.00} " credit '' was not a credit, just how they document a charge dispute and that the charge was reinstated after I took no action. They advised to resubmit the dispute, which I did, under a specific category. Chase was contacted by us in XXXX for a status, and they advised the wrong category was chosen and it would need to be resubmitted under the correct dispute category, which I did. Chase then waits until XX/XX/XXXX to send a letter advising of what information was needed to investigate and resolve this dispute, with a deadline to submit the information " before XX/XX/XXXX ''. On XX/XX/XXXX, I faxed Chase the information, which included Chases dispute form as well as the XXXX 's Physical Exam form stating " XXXX  clearance denied XX/XX/XXXX '', even though the XXXX signed this form on XX/XX/XXXX. Additionally and during this time, we attempted to engage XXXX in conversation as to why they were disputing my charge dispute with Chase. They claimed my sister-in-law had started the class already ( she took XXXX, or at most XXXX classes prior to XXXX advising her she could no longer attend due to not receiving XXXX clearance- I contend they should not have allowed her to take any classes until she was cleared ) and she apparently should have been able to self-assess her mental capabilities ( despite being on XXXX XXXX at the time ) and that they would have to discuss a refund internally and would get back to us. They never did and, in fact, stopped returning our calls entirely. Returning to the situation with Chase, I heard nothing in response to my XX/XX/XXXX fax and called Chase on XX/XX/XXXX to inquire. They advised me the charge was upheld and they had just sent a letter the day before to me to this effect. My wife called them shortly thereafter and spoke with a supervisor, who explained that we did not raise the dispute in time. However, after much back and forth and the XXXX reading the materials submitted, acknowledged we had in fact, raised the dispute timely and in according with their charge dispute policy and they would reopen the dispute once again and investigate. Given every time we speak with someone at Chase, we seem to get a different answer, I called Chase yesterday and spoke with XXXX, XXXX, who advised I was late on the original dispute and nothing that was provided thereafter had any effect on this. I contend that I was not late on the dispute, that Chase was advised as soon as they placed the charge back on the account, that this was a mistake and Chase is now using the amount of time which has now transpired ( due to their own instructions ) to not do the right thing and charge this merchant back for a service not provided.

Company response to consumer: Closed with explanation