Consumer complaint received 2022-03-15
Company: JPMORGAN CHASE & CO.
State: NY
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:
Hello, I opened a dispute with Chase for a charge to my credit card from XXXX dentist on XX/XX/XXXX. XXXX charged me ( XXXX payments of {$1000.00} ) for a filling ( {$300.00} - which was valid ) and a crown that I did not receive and I disputed the charge with Chase, providing a brief recap on why I was disputing the charge. I expected that Chase would follow up with more information, as I was unable to provide much documentation via the initial dispute process. 

Chase temporarily returned the funds to my account on XX/XX/XXXX while they investigated. On XX/XX/XXXX, I received a notice from Chase that they considered the disputed charge valid and they provided emails from XXXX to Chase- however Chase never called me to confirm, or to ask for validation. 

I called the Chase XXXX Department on XX/XX/XXXX, asking what recourse I have to reopen the claim. They told me I would need to send a letter to Chase to reopen the claim, and that I should provide documentation to support my claim. I sent this letter ( copy attached- I can provide all of the exhibits in the letter in soft copy as well ) and it was delivered on XX/XX/XXXX ( proof of delivery attached ). 

I received a letter from Chase on XX/XX/XXXX, letting me know that they consider the disputed charges valid. When I called to inquire how this was possible, and to voice my concerns ( attached ), two separate supervisors from the dispute department told me that the issue was actually around timing. 

The dispute supervisors told me that as of XX/XX/XXXX the dispute had been open and marked as paid for too long, and that XXXX would not let them reverse the claim regardless so my documentation was not valid. I asked how that was possible, as they had received all of my documentation on XX/XX/XXXX. Both supervisors were apologetic but reaffirmed this was XXXX 's policy, and that Chase has a standard 15 day period to review any documentation submitted for claims, so the documentation was still in the review period before the claim had closed. 

The claim aside- which is valid and I should not have had to pay for ( XXXX reversed the claim from them back in XXXX ) - Chase informed me that they considered the charges on the dispute valid on XX/XX/XXXX and when I called to ask about next steps, I was not informed about any date that documentation was needed to reopen the case. Even if I had been informed, which I should have been, 15 days is the customary time period for Chase to review documentation. 15 days out from XX/XX/XXXX is XX/XX/XXXX, and apparently the window for this claim to be disputed closed on XX/XX/XXXX. My documentation would never have been reviewed in time for this claim to be appropriately investigated. 

This was a deceptive dispute process, and I was offered no recourse from Chase after the fact. I have examples of anything additional needed to support this complaint. Please reach out if anything is needed.

Company response to consumer: Closed with monetary relief