Consumer complaint received 2023-12-16
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit 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:
I would like to open a dispute regarding a payment that I made of {$1000.00} to my Chase Sapphire XXXX card on XX/XX/XXXX. 

There had been a previous fraud/dispute with the credit card company for the same amount of {$1000.00} that I initiated on XX/XX/XXXX. At that time, it appeared that there was a double payment made to XXXX, one from my daughter directly to XXXX with her credit card, and XXXX from me to XXXX with my credit card. 

There is a VERY LONG AND PAINFUL story regarding the XXXX dispute, which I feel was mishandled very badly in many ways, but the bottom line is they closed the dispute on XX/XX/XXXX. I can provide all of the phone calls, with dates and names to explain everything that went wrong, but it would be much quicker and easier to concentrate on this XXXX dispute. 

After the XXXX dispute was closed, my daughter was on the phone for XXXX hours with XXXX, and XXXX said they never received my XXXX payment that I made to XXXX on XX/XX/XXXX with my new credit card. This is VERY IMPORTANT, because the reason for this XXXX dispute is my {$1000.00} never made it to XXXX. 

This XXXX dispute is for a completely different reason than the original dispute ( the XXXX was because of XXXX payments for the same item to XXXX ), and the current XXXX dispute is because my XXXX payment never made it to XXXX. This would have come to light much earlier, if Chase Sapphire XXXX would have investigated the XXXX dispute correctly, but that isn't the most important point at this time, and we can circle back to that at a later point if necessary. 

Before I explain my XXXX payment, I just want to give a quick history with me, Chase XXXX XXXX. I had a mortgage with Chase going back to XXXX, and I've been using a XXXX credit card for over 30 years, and specifically a Chase XXXX card for many years. I'm sharing this information to show that I'm not trying to play games, or waste anyone 's time. I've been a very long and loyal customer with both companies, and without any issues regarding my mortgage or my credit cards in the past. 

I had a strong feeling throughout the XXXX dispute that they were treating me as more of a nuisance or not believing my claim, and not as a customer that was trying to get back my extra payment of {$1000.00}. Again, I can support this statement with records of phone calls etc., but let 's get to the XXXX dispute below. 

The XXXX payment of {$1000.00} was made on XX/XX/XXXX with my original credit card. I challenged this, because I didn't recognize the charge when I received my bill at the beginning of XXXX. 

I called XXXX on XX/XX/XXXX, and the charge was reversed back to my new XXXX card on XX/XX/XXXX. 

I found out within a couple of days after I called that it was a legitimate charge ( it's a long story, and I can provide details if needed ), so I called XXXX and said the charge was ok, and they can re-bill me on my new card. This new charge was put thru on XX/XX/XXXX. 

Here is the problem, and the reason for this XXXX dispute, XXXX NEVER RECEIVED my XXXX payment. Their records show the payment that was made on XX/XX/XXXX, and the reversal of that payment on XX/XX/XXXX, but they don't show a XXXX follow up payment that I had paid to Chase Sapphire XXXX on XX/XX/XXXX. 

In summary, please ask XXXX to investigate the money trail of my XXXX payment of {$1000.00} on XX/XX/XXXX to find out what happened to my money. 

Attached are my XXXX credit card statements to support the info that I provided above.

Company response to consumer: Closed with explanation