Consumer complaint received 2021-08-24
Company: JPMORGAN CHASE & CO.
State: IA
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:
Names : XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX -or as- XXXX XXXX XXXX XXXX : Southwest -Chase Amount : {$10000.00} There was an initial dispute which was refunded but we asked to have that removed due to the fact that the merchant told us they would issue the refund to us directly. ck. 

The money should be refunded because we initially requested to get a credit from the vendor ( XXXX XXXX XXXX ), which we did not receive a timely response which then resulted in us contacting Southwest Chase Card Services to do the initial dispute of the charges. At that time SW Chase Card Services refunded the money and everything was handled. 

Then we received an email on XX/XX/XXXX that the Merchant wanted to have a phone call to discussMonday XX/XX/XXXX we received a call from XXXX XXXX XXXX saying that they would like for us to remove the dispute from the SW Chase CC due to it negatively impacting them as a merchant and that they would execute the refund for us. So we decided to cancel the dispute and let the merchant credit us directly. Once we did that SW CC charge us for the initial charges. WE STILL HAVE NOT RECEIVED the refund directly with the merchant. We have tried tirelessly to get this done and we are being told they do NOT have the funds and that our Bank/CC has the funds so now they are saying they are not going to refund us our money.

When I talk with Chase/SW CC they tell me that the merchant has been paid their funds.

So in the end right now we are out {$10000.00} with NOTHING to show for it as we also dont have a membership The purpose of us making the decision to rescind our membership in the first place was after further review and considerations of the program ( right after our purchase ) we discovered that it wasnt as good of a program they made it sound during the sales presentation. So we contacted them to request cancelation. 

Some dates/timeline below. 

XX/XX/2021 XXXX and I attended the sales presentation for XXXX XXXX XXXX XXXX XXXX. Which we executed to pay for the membership @ {$10000.00}. 

XX/XX/2021 XXXX Emailed the merchant requesting cancelation/refund. No timely response received. 

XX/XX/2021 XXXX contact SW to issue a dispute, which we were credited the {$10000.00}. 

XX/XX/2021 We received email response from Merchant wanting to discuss via phone before cancelation. 

XX/XX/2021 XXXX emailed stating we havent received a phone call XX/XX/2021 Merchant called us requesting to lift the CC dispute as it will negatively impact their reputation/business etc. 

XX/XX/2021 We notified Merchant via email that we have lifted the dispute with the CC and would like to get our refund processed from them ASAP. XX/XX/2021 SW CC re-billed us for the charges to the merchant. 

From there, I have multiple email communications with the merchant attempting to get our funds back to us directly from them. Specifically close attention to the fact that the merchant is saying they do NOT have our funds. These are attached

Company response to consumer: Closed with explanation