Consumer complaint received 2023-10-25
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX, I submitted a credit card dispute with Chase because a company, XXXX XXXX, I worked with did not provide the {$400.00} prepaid race car experience. I waited XXXX weeks to file the complaint as I tried to work with the company for them to refund my money. 

When I arrived at the event in XXXX XXXX, XXXX XXXX XXXX refused to let me participate. I was told my current driver 's license needed to be issued at least 12 months ago. XXXX XXXX only told me I needed a license for at least 12 months. Ive had a valid license since XXXX and despite my questions about safety and requirements, no one ever said the document needed to have an issue date at least 12 months prior. 

Chase acknowledged receiving my complaint. I did not hear anything further until at least XX/XX/XXXX when I received a letter saying my dispute was denied. On XX/XX/XXXX, I called Chase to inquire why it was rejected. Your representative told me Chase needed more information from me and could not reach me, so it was denied. 

I have trouble believing Chase tried to reach me and couldnt because I get emails from Chase daily. I also get messages through my account on Chase.com but never received anything from Chase ; you can see no messages were sent. The representative asked me a couple of questions and told me to resubmit my claim, which I did on XX/XX/XXXX. 

Again, Chase acknowledged receipt of my complaint. On XX/XX/XXXX, another rejection letter was sent. I did not receive it until XX/XX/XXXX because I was out of the country. I called Chase on XX/XX/XXXX and no one could explain why my claim was rejected. I called again on XX/XX/XXXX and one more time on XX/XX/XXXX. 

I was finally told the claim was denied because it had been too long since the event ( XX/XX/XXXX ) was scheduled. I am trying to remember if it was 90 days, 105 days or 120 days but the deadline had passed. I was shocked since, after doing the math, I was notified about the rejection after the deadline had passed. 

Chase claims to have fought and fought for me but never contacted me. Once they did, the deadline for an arbitrator had already passed. Chase dropped the ball and let the merchant drag out the process until time ran out. My credit card ends with XXXX and is owed {$400.00}, which I will not pay. 

In late XXXX, I finally spoke to a customer service representative who admitted repeated mistakes on Chases behalf. He informed me Chase repeatedly withheld the truth and at times lied. He told me XXXX XXXX rejected the claim due to their terms of service. XXXX XXXX offered me a credit which isnt acceptable to me because Ill never use them again. This customer service representative said as soon as Chase heard that my claim was rejected. 

He also told me that Chase tried calling me once but the call did not go through. It didnt ring or have a busy signal, the call never connected and they never tried again. He admitted the next time Chase tried to contact me was after the appeal deadline! 

If this lack of customer service was not bad enough, on XX/XX/XXXX, I converted XXXX into {$3100.00} cash back. I chose to have Chase transfer the money into my business checking account ending in XXXX. I called Chase when the funds hadnt been deposited by XX/XX/XXXX. I was told the money was transferred into an account ending with XXXX ; I dont have an account ending with XXXX! My money was transferred into someone elses account! Fortunately, it was transferred into a family members account. 

However, I dont have access to this persons account and its not connected with my online Chase profile. I have no clue how Chase/Ultimate Rewards made this mistake. From my phone calls, no one at Chase knows how this happened either! 

The lack of customer service, support and communication has failed at every turn. Chase, an FDIC member, lied to a customer repeatedly and intentionally over months!

Company response to consumer: Closed with monetary relief