Consumer complaint received 2020-08-07
Company: JPMORGAN CHASE & CO.
State: NV
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:
We filed a dispute with CHASE Cardmember Service in XXXX XXXX, about the charge {$190.00} post on XX/XX/XXXX from XXXX XXXX XXXX. We have totally talked to Chase Dispute Dept 8 times, also sent them the faxes and letters over 11 times. Disappointedly, all they do is mailing us a single page of copied-letter each time to deny our claim and also tried to close our case three times previously. 

After 10 months long waiting and our own investigation, we 100 % strongly believe all happens are CHASEs fault, because this dispute and confusion are all caused by CHASE misconducts. 

On XX/XX/XXXX, over the phone, we gave our credit card # and security code to this lady Ms. XXXX XXXX in XXXX, XXXX for XXXX XXXX XXXX XXXX of XX/XX/XXXX, but hours later we were doubtful about her pricing and processing ... .... We feel very suspicious and thinking this is an International Fruad, because she didnt give us any purchase contract, deposit receipt or any travel itinerary ... XXXX 

Next day on XX/XX/XXXX early morning ( within 24 hours timeframe ), we called/texted her to cancel this trip, and immediately called CHASE, to stop this transaction, but CHASE staffs told us that they couldnt do anything because the charge was not post yet by XXXX XXXX. Then CHASE Supervisor advised us to change our old card to a new card and new security code to avoid future charge. We agreed! 

But on XX/XX/XXXX when we received XX/XX/XXXX statement and found out that CHASE, despicably, let the XXXX XXXX charged us {$190.00} and foreign transaction fee {$5.00} by using our NEW CARD # and NEW SECURITY CODE! This is so wrong! 

On XX/XX/XXXX, this Alaska Cruise trip was cancelled by XXXX XXXX  due to Covid19 pandemic. CHASE still refused our claim again because they said this charge took place too long ago. We feel CHASE didnt protect the card holders right at first place, then, standing on the merchants side in order to make more money for himself. Later, we continuously sent CHASE more requesting letter with more proofs and explanation. Unfortunately, the staffs of Dispute Department still ignore us and simply mailed us 7 exactly same copied letters to deny our claim. 

We are senior citizens and retired, we cant spend expensive attorneys fee for this {$190.00}. With these11 months motion stress, we can only ask for your help, PLEASE GET CHASES ATTENTION, CONCERN AND JUSTIFICATION AT THIS DISPUTE. After all, this dispute is caused by Chase staffs faults. 

Honestly FTC is our last help and we sincerely hope FTC can investigate this matter and get some justice for us from CHASE and hope CHASE can credit {$190.00} back to us accordingly. ( Even now we are still wondering, how can a world famous financial institution be so critical, unreasonable and unreliable to their credit card holders and His royal 10-years, long-term bank-customers?? ) All the statements above are true to our best knowledge.

Company response to consumer: Closed with explanation