Consumer complaint received 2020-04-01
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
XX/XX/XXXX : Phone call to travel agency : " Traveler Help Desk '' to assist with purchase of ( 5 ) airline tickets. 

XX/XX/XXXX : After going back and forth, agency stated they could only locate tickets that cost well over {$5000.00}. Because I have a daily spending limit with J.P Morgan Chase of {$30000.00}, the company told me I needed to provide more than one card to split the payment in the event they could not find less expensive tickets that exceeded this amount.. 

On my own, I found a competitor who could issue the tickets at a lower rate of {$2600.00}. Traveler Help Desk agreed to price match and issued tickets for {$2600.00}. ( email confirmation of conversation advising of such agreement ) XX/XX/XXXX : Agency mistakenly charged both of my cards totaling {$5300.00}. I spoke to XXXX at the agency who advised the matter would be corrected. 

XX/XX/XXXX : Agency never reversed the incorrect charge which led me to call Chase to dispute the transaction. Claim submitted and temporary credit was issued by Chase XX/XX/XXXX : Letter received from Chase saying the temporary credit will be reversed due to documents received from merchant. 

XX/XX/XXXX : Called Traveler Help Desk who refused to assist me because I had an open dispute in their system. 

XX/XX/XXXX : Phone call to Chase who advised " Chase will no longer dispute this and you have to deal with the merchant on your own '' although I was still within my time frame to dispute due to Visa guidelines. 

XX/XX/XXXX : Spoke to supervisor XXXX in the claims department who advised this was my last day to dispute with Chase and I would need to go in to a Chase branch. Once there, request the teller email my documents to the claims department for review. 

XX/XX/XXXX : Called Traveler Help Desk and demanded to speak to a supervisor who also refused to assist me because I had an open dispute in their system. 

XX/XX/XXXX : Went to the branch and spoke to teller who advised there is no such process that allows them to email claim documents and referred me back to Chase Claims customer service. Extremely upset due to continued misinformation, I called and spoke to XXXX and explained the situation who agreed that no such process would allow a consumer go in to a branch and have documents emailed. Because ( according to XXXX, the supervisor ) XX/XX/XXXX was my last day to dispute, XXXX called the escalation department who also agreed I was misadvised and emailing documents was not a process that existed and I would have to " fight '' Chase to get this situated. 

XX/XX/XXXX : Emailed Traveler help Desk rep : XXXX asking for assistance who advised I would be contacted by their financial team. However, that never happened. 

XX/XX/XXXX : 2nd fax to Chase claims where I submitted the invoice from the merchant as well as the email communication confirming correct amount to be charged. 

XX/XX/XXXX : Spoke to Chase claims rep who confirmed receipt of fax sent on XX/XX/XXXX. She also educated me that I was still within my time frame to dispute with Visa who allows 120 days from date of transaction to dispute. 

XX/XX/XXXX : Because my account had been over drafted {$2600.00}, I contacted the recovery department ( XXXX ) to set up arrangements that would prevent Chase from debited funds from my secondary account. This was done to allow Chase time to resolve this issue. Spoke with rep : XXXX ( XXXX ) who was the worst representative I have ever spoken to! After explaining the reason for the call she caught me off every chance she got, told me that I didn't know what I was talking about. I then requested her supervisor, XXXX ( XXXX ) and asked that the phone call be reviewed due to improper call handling. Ultimately, he was able to set the arrangement on the account to allow Chase claims time to continue the dispute process. 

XX/XX/XXXX : Called Chase claims and spoke with XXXX who advised to allow 3-5 business days for outcome since fax was not attached to claim until XX/XX/XXXX ( COVID-19 impact ). She also advised she would send me the documents that Chase received from the travel company. 

XX/XX/XXXX : Letter received from Chase saying the SAME thing, that no further action would be taken. 

Chase has failed numerous time to resolve this matter. After Chase received this fictitious document from the company alleging the charge was valid, representatives at Chase still advised to submit the invoice and any other documents. I have done this 3 times and received NO ASSISTANCE. I am now in financial shambles because of this and have been impacted by COVID-19. 

THIS NEEDS TO BE RESOLVED and assistance is needed.

Company response to consumer: Closed with explanation