Consumer complaint received 2017-07-19
Company: JPMORGAN CHASE & CO.
State: WI
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:
XXXX   : Host canceled part of stay incorrectly and tried to increase the cost by more than 20 % with less than 24 hr notice, failed to pay the electrical bill in the place, locked me out of my own apartment rental, problems with the heating system in winter, problems with cable/internet being non-functional which was essential the same as basically everybody in 2017 but especially because the apartment had terrible phone reception. PLENTY of other stuff. None of this is anything anybody would pay upwards of {$2000.00} for the privilege of obviously. Additionally its egregiously not what was described, allowed per  XXXX  policy nor even legal in  XXXX  DC.
 XXXX / XXXX /17   XXXX   XXXX     XXXX  First transaction date for  XXXX  :   XXXX   XXXX  , 2017 ( put in to JPMorgan Chase   XXXX   XXXX   )  XXXX  dispute opened   XXXX   XXXX   2017 after attempting to resolve it {$1200.00} credit issued   XXXX   XXXX   2017   XXXX   XXXX   2017 JPMorgan Chase issued letter requesting more info   XXXX   XXXX    JPMorgan Chase rebilled the account under documentably false pretenses, claimed the requested additional information wasnt received, closed dispute. I have a mail receipt indicating otherwise ( more than 24 hrs in advance of their requested time during the business week, USPS ). I submitted a good stack of documentation explicitly indicating fraud in writing as well as numerous other violations, totaling more than 20 pages.
  XXXX   XXXX   I called JPMorgan Chase about this. They escalated the dispute, stated it was coded incorrectly ( which the codes they stated then compared to what I was told the first phone call didnt match ). The representative like the first said this should be resolved in my favor and basically seemed appalled at how bad the situation was which wouldnt exactly be a surprising response. She stated I should be given full refund and full amount of transaction disputed, rather than just partial.
  XXXX   XXXX   JPMorgan Chase   XXXX   XXXX   received documents from me to reopen the dispute with the same documents that were originally sent in. All of this plus the mail cost me ~ $ 10+ and a lot of my time.
According to the phone call today with JPMorgan Chase Disputes they didnt issue a full credit, and instead closed the dispute. Now stating  XXXX / XXXX /17 the amount credited to the card was never for the full amount which appears to be inconsistent with what the manager had told me.
Rebilled/closed   XXXX   XXXX  , 2017 JPMorgan Chase validated the   XXXX   transaction, stated it wasnt a billing error ( which again obviously isnt the correct code per what I was told originally or at any other time, nor would it make any sense to code it that way per the card holder agreement ).
  XXXX   XXXX  , 2017 JPMorgan Chase issues a letter stating the  XXXX  transaction is valid.
I was repeatedly assured this would be resolved or it should have already been resolved favorably including by an apparent manager. When I later spoke to a representative from JPMorgan Chase I was told the same person who has repeatedly egregiously incorrect managed disputes of mine in violation of the cardholder agreement among other things apparently handled this dispute also. This is despite multiple request to obviously have my disputes handled by somebody else. This is incredibly suspicious, weird and abnormal.
I expect a lot better from JPMorgan Chase especially for their   XXXX   XXXX   card. I 've helped correct JPM stock price in a number of situations where it was mispriced including during the   XXXX   XXXX   incident where the bank was dramatically oversold incorrectly to the point where it could have posed an actual threat to the bank if it had continue much longer. My comments had an immediate correlation with $ 1bil+ of tangible value creation for the bank. Do you understand how many seven figure compensations JPMorgan pays people to *try* to create that type of value that was tangibly delivered not to mention the tangible cost of capital in the market for that type of value that can easily be independently documented? This is far from the first time theres been a problem like this with JPMorgan Chase which is genuinely terrifying. I was actually told explicitly that the same dispute resolution specialist that did something similar to this previously and that I have already filed a CFPB complaint regarding, handled both this and another dispute that were resolved dis-favorably with egregiously incorrect explanations as well as violations of the card holder agreement which is absolutely unacceptable. If it sounds like I 'm repeating myself its probably because this isnt even the first CFPB complaint I 've had to file today about incidents that flout any logic regarding business sense, contract or law. This seems almost like retaliation for literally just asking the bear minimum of whats in the contract and is obviously common sense. Despite all the value I 've help create for the bank, the risks I 've helped them mitigate, I 'm not asking for special treatment. All I want is equal treatment following the basic cardholder agreement, common sense and law. This situation really shouldnt be anything I should have to ask for, let alone waste my valuable time dealing with calling in repeatedly and speaking to numerous other counterparties. I expect far more from JPMorgan Chase as anyone should. This is terrifying and disappointing that I even have to file this just to have my rights respected.
I spent numerous hours on the phone with JPMorgan Chase,  XXXX , the host and their counterparties as well as otherwise communicating with these parties and assembling documentation. It doesnt matter that there is obviously a civil tort case at a minimum here against the host and potentially  XXXX . A reason people use credit cards to begin with is to reduce their risk of malicious or other harm by counterparties in a transaction because the cardholder agreement among other things is supposed to offer protections.
The number of things that are being done obviously wrong here is hard to even count here really. I wouldnt even expect this from somebody who had zero experience in banking and a very limited ability to read in any of the numerous languages the card holder agreement is provided in, or even airbnb. Nobody is going to  XXXX  expecting to pay for this type of experience, period. Its criminal. The fact that JPMorgan Chase   XXXX   XXXX  , the premium card, apparently cant even follow their own guidance, do what would obviously be correct per common sense, or even just follow whats explicitly in writing per the card holder agreement is beyond terrifying.
I could make a comment about just strictly whats been my experience with JPMorgan Chase   XXXX   XXXX   at this point and JPM stock would potentially lose $ 1bil+ in a matter of minutes. How much time, effort and money does JPM spend every year to try to get that type of value? Thats likely a far more significant loss than most regulatory fines, and I couldnt argue with the validity of the damage these types of things do to the confidence as well as brand value regarding JPMorgan at this point. I have n't made any such comment at the moment, thats how nice a guy I am. Get this stuff functioning properly immediately please. Unbelievable.

Company response to consumer: Closed with explanation