Consumer complaint received 2019-11-22
Company: JPMORGAN CHASE & CO.
State: IL
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:
To be clear, I am writing this complaint because Chase denied me the ability to properly dispute a charge on my credit card which is what they promised to me and all their customers who have a Chase Freedom Unlimited card. At some point in XX/XX/2019 I called Chase credit card services at XXXX which is the phone number on the back of my Chase Freedom Unlimited card. I reported to them that there is a charge by XXXX XXXX, a company that services the XXXX land area, for {$1700.00} charged to my account on XX/XX/19 that I would like to dispute. The  Chase employee asked why I was disputing the charge. I answered explaining I had been charged for a 36 Passenger Limo Bus which was supposed to arrive on my XX/XX/19 wedding day. I explained on my wedding day XX/XX/XXXX XXXX XXXX arrived in a 22 Passenger Limo Bus which I was forced to use. I explained I would like to be reimbursed the difference in cost of the 36 passenger Limo Bus and the 22 Passenger Limo Bus. I was assured by the Chase employee that they have all the information they required to go forward with the dispute and they would submit my dispute. On XX/XX/19, I received a letter from Chase stating they found the charges to be valid and, to my surprise, the letter stated that the " Type of Dispute '' recorded by Chase was " Cancelled Service ( s ) '' ; Chase also included documentation submitted from XXXX XXXX employee XXXX XXXX who stated that they did provide services for a 36 Pax Limo Bus ( not true ) and XXXX provided photos from over the hood of the vehicle as well as photos of the locations we visited conveniently hiding the size of the bus ; Regardless, the final page of the XX/XX/XXXX letter from Chase allows two options : " I have reviewed the information and the charge ( s ) is  valid. Please re-bill my account '' or " I want to continue my dispute ''. Of course, I wanted to continue the dispute and what was most important to me from then on was that Chase became aware of the mistake they had made and would then resubmit my dispute with the proper information and have XXXX XXXX provide a response to the proper information. I selected " I want to continue my dispute '' and I provided an explanation of the dispute as I had previously provided over the phone when I first reported the dispute as well as made them aware of the mistake that that the Chase employee had made. I signed and dated this document and on XX/XX/19 faxed it to Chase per their instructions to XXXX. I believe it was XX/XX/19 that Chase then reapplied the charge of {$1700.00} to my account. That day, I called the same number XXXX to ask about the dispute and was told that they had ruled in favor of XXXX XXXX. I explained then as I am now that I want XXXX XXXX to respond to the proper dispute information I had provided to Chase and that was obviously not recorded correctly. I was told I should contact the merchant directly again, give them time to respond, and then resubmit my dispute information via the Chase Secure Message feature on Chase.com. I did exactly that. An email was sent to XXXX XXXX with the dispute information and I asked to be reimbursed. XXXX XXXX did not respond. I obtained 2 separate quotes from XXXX XXXX for 9 hours of service of the 22 passenger Limousine bus so I can calculate the amount I should be reimbursed. [ [ Of note, on the morning of my wedding, I was told by the limousine driver that it was a 22 limousine bus ; I called XXXX XXXX immediately who said they knowingly sent the wrong size bus because the size of my bridal party was 22 ; I explained to the XXXX XXXX employee that I had paid for a 36 passenger bus, that this would create problems, and asked that they drive over the proper size bus ; They explained they could not because all their 36 passenger Limo buses were booked for that day ( even though I had booked about a half a year prior ) ; I was told a " ticket '' would be made to reimburse me. In the days that followed I received a receipt by email from XXXX XXXX for {$1700.00} and never received a call or email regarding reimbursement ] ]. On XX/XX/19, I resubmitted the information as instructed by Chase via the secure message feature on Chase.com - I attached my email I had sent to XXXX XXXX with my reimbursement demand, the receipt that XXXX XXXX   had sent me, and two documents with quotes I had received from XXXX XXXX  for the 22 passenger limo bus service. Today, XX/XX/19, I called Chase at the same number I had used previously to ask for an update on the dispute. I was told that they issued a letter today XX/XX/19 stating they did not find the information I provided to be enough to overturn the dispute. I explained again that I was seeking to resubmit my dispute ( to start at step 1 ) with the correct information and to have the merchant respond ( in writing for me to have as a record ) to the correct dispute information and that Chase had denied me that opportunity when they recorded the incorrect dispute information and would not correct their mistake ( despite being given by me all the opportunity to do so ) by submitting the correct dispute information to the merchant. The same Chase employee added that my re submission request was denied because the documents provided were the same ones provided previously. I asked who had said that? I did not receive a response. I explained that Chase is clearly lying to me because it would have been impossible to resubmit the same documents due to the fact that the documents I submitted most recently came into existence after the date of my original dispute submission. I was then transferred to a supervisor named XXXX XXXX at their XXXX XXXX location. The information I provided to XXXX is as I have stated here above. She stated I can not dispute services that I had recieved. I explained I was charged for a 36 passenger bus and received services for a 22 passenger bus I have yet to be charged for. I could not have " received services '' services of the 36 passenger limo bus because I have never been inside or in the presence of a 36 passenger limo bus. The charge on my card is for a 36 passenger limo bus. I asked XXXX what Chase 's overall policy with credit card disputes is in regard to how they value the " facts '' provide by the merchant as opposed to the " facts '' provided by the Chase credit card customer to which she did not respond. It would appear from my experience that Chase sees the information provided by the merchant as " more true '' than the information provided by the Chase credit card customer ; THE MOST IMPORTANT CONSEQUENCE OF THIS is not only have I been denied the opportunity to dispute a charge, but by " validating '' the merchants information which they based off of incorrect information recorded by a Chase employee, they also validate the credibility of the merchant in the event that I file suit against the merchant for a breach of contract or any relevant law suit - The judge in such a case would certainly be swayed by the fact that such a large and well known financial institution such as Chase, which otherwise behaves justly in the eyes of the general public, had ruled in favor of the merchant. This would certainly create an obstacle for myself in convincing the judge of the facts in this matter and how I had actually behaved in a true, timely, and just manner and how the merchant had not. Furthermore, I explained to XXXX that there would have been ways to avoid this from occurring in the first place such as having their employees that record the disputes be employees who have English as their first/primary language - perhaps the Chase employee had become confused because of this and recorded the dispute incorrectly ; I also explained to XXXX that such a large financial institution could certainly afford to add a text box to their dispute template that their employees use that allows those employees to record the details involved in their customers disputes instead of categorizing disputes into broad categories like " cancelled service ( s ) '' - XXXX would not confirm whether they do or don't have this ability. I would add that, if phone reported disputes at Chase have known accuracy issues, such a large financial institution can certainly implement a policy of confirming dispute information with the Chase credit card customer in writing via email or chase.com or mail or fax and that they will not submit the dispute information until the customer has confirmed that their dispute was recorded correctly after viewing it in writing - had this been done I would not be writing this long complaint and I would have corrected the the incorrectly recorded dispute information before it was sent by Chase to the merchant. Finally, I don't expect a merchant who showed such lack of morality on the day of my wedding to admit to their wrong doing now - I expect I will have to file suit against them but I need a proper credit card dispute process to start and finish before I can do that. I hope you can do what I am asking without creating an even bigger mess for me. This is not enjoyable.

Company response to consumer: Closed with explanation