Consumer complaint received 2022-07-14
Company: JPMORGAN CHASE & CO.
State: CA
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:
On XX/XX/XXXX I was in XXXX for a bachelor party and attended XXXX XXXX. I signed documents clearly stating the minimum amount I was to be charged and was told I would be given a bill at the end of our time there. 

After I left I found not one charge but two. The first charge was a {$2800.00} ( USD ) charge which I had signed for, approved of, and expected. The second charge was a {$1300.00} charge that I was never made aware of, nor did I sign for. I immediately contested this charge saying I never signed for this nor was told of this second charge. 

Chase then provided me with a notice on XX/XX/XXXX saying this charge has been validated by the merchant, to which I was surprised by. I further provided documentation showing what I agreed to pay for and the itemized receipt. 

I was then very surprised to find that once again Chase came back to me 6 weeks later to again say these charges are found to be valid. I was again surprised and decided to call the Chase team to better understand what is going on. I was connected with a gentleman named XXXX who was not very helpful and then connected me with his supervisor XXXX who lives in XXXX XXXX. Neither of them were helpful in explaining to me what was going on- they seemed almost cagey like they didn't want to give me the full story. They continued to say that the documentation that XXXX XXXX shared with them would be sent to me shortly but beyond that they were unable to assist me. I continued to try and explain my case to no avail. I was frustrated and felt like I was simply talking to a wall that had no interest in helping me and was prioritizing the merchant 's perspective over their customer. 

I finally received the documentation from Chase on XX/XX/2022 in the mail. The documentation provided by XXXX XXXX confirmed what my suspicions were : there is not signature on the receipt they are providing for the second charge that I continue to dispute. I was traveling and unable to have the bandwidth to understand what my rights were so waited until XX/XX/XXXX to call Chase again. 

On XX/XX/XXXX I spoke to XXXX XXXX and her supervisor XXXX. While they attempted to do their best to help they were again unhelpful and not responsive to my request to understand why such a large charge is approved without a signature. 

In the documentation that I have attached please note the two boxes I have starred and then the arrows and circle around the original, approved charge. The story XXXX XXXX continues to provide is they separated the two charges and gave me advanced notice of this. This is both a lie and false : they never said the charges would be separated, but in the documents that they have provided, they clearly show that the two separate charges combined are the total amount for the original, approved charge. 

In the contract that I signed prior to entering the venue it states a credit amount as well as a total charge amount. Again, I recognize we went over what the agreed upon total amount was, but not by $ XXXX ( pesos ). I feel like I am being taken advantage of because I was an American in a tourist area doing a touristy thing. 

Unfortunately this entire system is a game of telephone : I complain to Chase, who complains to XXXX, who complains to their XXXX partners, who complains to the merchant. This chain leaves a lot of information missing and the people making the decision are too far removed from the original conversations. What I find most concerning is that on my call on XX/XX/XXXX, Chase made it seem as though the merchant was able to provide a story that was fully accepted, but for some reason my version and story are not accounted for. There seems to be no consumer protection during this process and I do not understand why that is the case. 

If you are able to help me in any way I would greatly appreciate that. If this was a couple hundred dollars I'd have let it go by now but this is a significant amount of money that I can not just lose based on a he-said-she-said dispute when the documentation clearly shows I only approved the one charge. 

Lesson learned - do not put your credit card down in a XXXX club. Do not leave without checking your credit card statement.

Company response to consumer: Closed with explanation