Consumer complaint received 2016-08-06
Company: JPMORGAN CHASE & CO.
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
In late XXXX ( XXXX? ), I filed a contest of charge with Chase Bank thru their telephone service claims dept. It was for an overcharge on my XXXX Check Card from a car rental company of {$3700.00}. The rental company has been stalling me and keeping me in a " holding pattern '' so-to-speak and dealing directly with them has been wholly unproductive, hence, my dealing with the issue thru my bank and XXXX. 

According to Chase, on XXXX XXXX the Car Rental Company responded to the claim that was submitted and a decision was rendered by Chase on the matter. Notice, however, was n't sent until XXXX XXXX as to the status of the matter and decision. I believe that this was done deliberately. The reasons why this seems apparently the case include, but are not limited to : 1. That after the funds were removed from my account, on XXXX XXXX, 2016 I called immediately ( while traveling internationally ) and was told by a supervisor in the claims department that the reason for the denial was because of an reason unrelated to thge claim and that was in regard to a previously filed lost card claim. I was told that if I could prove this reason to be incorrect, that I could have it " reasserted ''. All of this turned out to be blatantly false. 
2. Subsequent to this, I managed to acquire all of the requested documents from the first call and sent them from a XXXX location in XXXX where I was visiting on XXXX/XXXX/16. I was given the direct in-office fax number of the Texas claims escalation office. I was given this by a supervising representative and told that after I sent it I could call and ask to speak to their office directly and could be connected by the claims dept. so that they could see it immediately, review it for submission and " reassert the claim '' and get funds back into my account as they did. This was also in large part false. After calling many many times I was repeatedly connected to the Ohio office or an outsourced call center and told that there was no way to guarantee where I 'd get connected to when asking for supervisory help. It appears to be yet another stall tactic by the bank. 
3. The day after sending in the documents, I had to travel again per my already booked itinerary. After I arrived at the airport I had no funds to book a car, a hotel, or even get food. A fact I made aware to representatives to make known the urgency of the situation, as well as informing them that I am physically XXXX ( due to a XXXX injury ) and the inconvenience was literally painful. Their reply was to seek money from others and that I could re-send it from a local branch. Having no access to money I literally begged for change to get bus fare. I was shortly thereafter able to send it in again from a Chase location in XXXX where I was then located. 
4. After sending in the documents from the Chase branch the requested documents were received by yet another claims supervisor I and the branch representative were told that the documents were not the correct ones to get the claim resubmitted and that a mistake must have been made by the representatives that instructed me to send them in and that I needed to supply a receipt showing the closed amount of the rental when I had returned it in order to get that going. 
5. After spending the night sleeping in the airport I was able to secure cheap passage to another city where I have acquaintances I could stay with and get the receipt sent to me and forwarded it on to the bank on XXXX/XXXX/2016. After sending it in to a rep named XXXX at the Ohio office, I was told that it could not be reopened due to the fact that over 30 days had passed since the decision was rendered on XXXX/XXXX/2016. I explained that I was n't informed until 31 days later on XXXX XXXX. 
Over the next weeks, I was told by managers that it was n't Chase 's fault they informed me too late to supply new information and they would n't fix their error.

Company response to consumer: Closed with explanation