Consumer complaint received 2017-01-03
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card
Issue: Billing disputes

Complaint:
On XX/XX/XXXX I went to a XXXX ( XXXX XXXX XXXX ) to receive a treatment. When I was done, I told the doctor that i did n't see any difference and the doctor dismissed me and asked me to leave. I called the doctor numerous times and even went to see her in person again to give her a chance to fix it but she did n't want to do that. On XX/XX/XXXX, I went to see another doctor XXXX for a second opinion and he gave me a letter stating that the treatment was insufficient and wrong. On XXXX XXXX I first called chase to advise them of the issue and they said they will place the amount on hold, open a dispute and I would not have to pay it on XX/XX/XXXX ( which is my due date ). I called them almost every day for XXXX weeks to check the status of my dispute and they kept saying " oh we have n't started, oh it 's in this stage, oh no one has started it yet '' and basically told me to stop calling - they will let me know when a decision is made. I told them I will be out of the country from XX/XX/XXXX- XXXX and that 's why i am being proactive if you need anything, like the letter from the XXXX and they said no. They also assured me that they will let me know before they close the case or a decision is made. On XX/XX/XXXX, a day before I left the country, I called them XXXX last time because i saw a missed call from an unknown number ( mind you no voicemail was left ) and they said they closed the dispute because they could n't reach me. Wait a second, they called me XXXX time - did n't leave a voicemail and CLOSED MY DISPUTE THAT I HAD BEEN CALLING FOR OVER XXXX WEEKS???? More so they did n't even send me an email or any notification? So if I had n't called, I would have assumed my case is still being worked on - come XX/XX/XXXX i would have made my payment minus the XXXX because they had assured me i did n't have to pay for it and then my account would have gone to collections and i would have had to pay the extra fees??? I was down to tears. I told the person I need to talk to your supervisor - the supervisor told me that they can not reopen the dispute until i send them the letter from the second opinion doctor - well why did n't you tell me that before when i had been calling you every day telling you have supporting documentation??? There 's more - how do I send the doc? Through fax because their online portal does n't work. This is XX/XX/XXXX! You accept docs through fax? Okay, well how do I know your received it - I do n't, they do n't send any notifications or call me. I asked the supervisor to call me when they do or give me her direct line - NOPE. She says ask the banker to email you. Really? So the chase teller can email me but not a single person from disputes ( which is where I am faxing this doc ) can email me??? Also, mind you how long it actually takes to get a chase rep on the phone. A XXXX min wait or hold is just normal. I just got back in the county last night and called chase this morning to check on my dispute. XXXX minutes on hold and no one from disputes is available to take my call. So I told the rep i need to talk to a supervisor, another XXXX mins and no sup is available to take my call. 

Please help me CFPB, I am really down to tears now with frustration. My due date is approaching on XX/XX/XXXX and I ca n't even get a person on the phone who can talk to me or provide me accurate info. Every person I talked to in the past gives me different information, I do n't know who or how to trust.

Company response to consumer: Closed with monetary relief