Consumer complaint received 2017-08-23
Company: JPMORGAN CHASE & CO.
State: TN
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 in late XX/XX/XXXX, I moved to XXXX XXXX, CA and found a residence to lease at : XXXX XXXX XXXX XXXX . XXXX XXXX XXXX, CA. I found the ad on XXXX and we were planning to stay at the advertised property from XX/XX/XXXX through XX/XX/XXXX. After replying to the ad, the seller, XXXX XXXX, contacted me and we were able to work out an agreement. I was sent a lease agreement with all of the details and was instructed to send payment via XXXX in the amount of {$4200.00}. That amount was sent over XXXX using my Chase Visa credit card, and I was charged an additional {$120.00} bringing the total amount to {$4300.00}. I was asked to send the money though XXXX to the email address of XXXX XXXX, XXXX. The payment was sent on XX/XX/XXXX, which I received a receipt from XXXX XXXX on XX/XX/XXXX. After further investigation, I saw the same property and listing on Trulia.com and contacted the property manager, XXXX XXXX who works for a real estate company called XXXX, and was informed that the owner lives in XXXX. XXXX had never heard of XXXX or XXXX, which leads me to believe that I was involved in a scam. After communicating with XXXX via email, I was told I would receive a refund for the full amount, however, that has yet to be collected. Initially, I reached out to XXXX on XX/XX/XXXX, created a dispute, and was told that I could not be refunded due to the way the money was sent. I was instructed to contact Chase bank and explained the situation to them, and was initially refunded the {$4300.00}. Relieved, I stopped all contact with XXXX and XXXX. On XX/XX/XXXX, I was re-billed the entire amount and I immediately contacted Chase. I was told that Chase did not have the required documents to support my claim, so I faxed in supporting documentation on XX/XX/XXXX. This included rental receipts, a signed lease agreement, email correspondence with the sellers, text messages, and a letter describing my situation. I was told I would have a response within 30 days. Chase dated a letter to me on XX/XX/XXXX that their " latest review confirmed that the charge is valid because our ability to successfully pursue a refund depends on how well we can document our case against the merchant '' and was denied the refund. I immediately called Chase and was instructed to resubmit all of my paperwork with a new letter explaining the situation and another department would investigate the charge. I resubmitted the paperwork via mail in early XX/XX/XXXX and received another letter dated on XX/XX/XXXX confirming their initial findings. I never stayed at this property, nor met the sellers that had advertised it on XXXX. I have submitted a complaint with the federal trade commission on XX/XX/XXXX and have yet to hear back. I paid for a property with my Chase credit card through XXXX and never received a product.

Company response to consumer: Closed with explanation