Consumer complaint received 2017-01-04
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Credit card
Issue: Credit card protection / Debt protection

Complaint:
I hereby file this Complaint against Chase CardMember Services ( " Chase '' ) relating to a dispute with XXXX. ( " Merchant '' ) regarding refunds that were not received and due to the fact that I have been unable to communicate with anyone from Chase despite numerous attempts over the last 4 months. Chase decided in favor of the Merchant, known to be a fraudulent company, twice, without ever contacting me and each time provided conflicting determinations. 
I filed a dispute with Chase on XX/XX/XXXX when Merchant failed to provide me with a full refund. Chase provided temporary charge backs and indicated they would investigate this matter. On XX/XX/XXXX, a woman " XXXX '' from Chase left me a message and requested I return her call. I returned her call but had to leave message. Having not heard back from anyone, I contacted Chase the next day and learned that they determined I did not provide sufficient proof as to the amount of the refund, the chargebacks were reversed and the dispute was closed. I have never received a return phone call from this individual and, in fact, I have called this number for months now and have never received a response. 
On XX/XX/XXXX, I requested Chase re-open the investigation. I then submitted additional documentation to clarify and prove the amount owed to me was {$9900.00} ( XXXX payments of {$4900.00} ). Between XX/XX/XXXX and XX/XX/XXXX, I telephoned Chase numerous times requesting to speak with the investigator. No one from Chase has ever returned my call and I was told I can not speak directly with this person. On XX/XX/XXXX, having not heard from anyone, I telephoned Chase again to inquire as to the status of the investigation and learned that Chase decided in the Merchant 's favor again. The reason for the second denial, inconsistent with the first determination, was that the Merchant now claimed to have never promised me a refund-despite the fact that Merchant had already refunded XXXX out of the XXXX payments which is clearly shown on my credit card statements. 
The underlying dispute arises from an initial deposit of {$18000.00} for investment services provided on XX/XX/XXXX and XX/XX/XXXX, in XXXX credit card payments : {$4900.00}, {$4900.00} and {$2000.00} ( XXXX ) and {$4900.00} and {$2000.00} ( XXXX ). Soon after my account increased to {$74000.00}. As this seemed too good to be true and after some time of strange communication, the fact that the company was not providing me with the services that were agreed to and upon learning this Merchant could be a scam, I requested that my account be closed and my initial deposit returned to me. 
Merchant agreed to refund my initial deposit to which I provided Chase with proof of same. When I only received XXXX out of the XXXX refunds, I filed a dispute with Chase to ensure my protection. For clarification, I did not make trades myself nor was there any fee for the services. Merchant 's fee was a percentage from any profits made from trades. The payments I provided to Merchant were simply an initial deposit to which I had every right to receive a refund. The Merchant, after providing XXXX refunds, withdrew the remaining money ( approx. $ XXXX ) from the account. 
I have provided Chase with documents proving the amount to be refunded ( {$9900.00} ) - Chase 's first reason for denial and documents proving Merchant had agreed to refund my initial deposit-Chase 's reason for the second denial. 
This Merchant is a fraudulent company and has scammed others as well. Time was of the essence with this investigation and it should have been handled more professionally. Based on the documentation I provided to Chase several months ago, the Merchant should have been required to provide the XXXX remaining refunds, totaling {$9900.00}. I hereby request that Chase demand that the Merchant provide the full refund as promised, or, alternatively, Chase be liable for these amounts.

Company response to consumer: Closed with explanation