Consumer complaint received 2017-04-19
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card
Issue: Billing disputes

Complaint:
This is to file a complaint for unfair and deceptive practices committed by Chase as well as for Chase violating my rights as a Chase cardholder and consumer. Please note that due to space restrictions, I have memorialized in a separate letter ( available upon request ) the specific details of fact related to this matter, which involved a disputed credit card transaction. Please also note that of the facts were disclosed numerous times to a plethora Chase employees, none of which took responsibility for the issue, and instead, provided false information to me regarding the status of my claim, made egregious errors, and made numerous false promises. I will outline some of the issues as follows : First, I was advised by Chase that I would have the opportunity to speak with a supervisor before a dispute that I was engaged with would be formally closed by Chase 's dispute resolution department. Chase deceptively violated their promise to not close the case without the opportunity to speak with a supervisor, and the dispute was closed without the opportunity to speak with a supervisor. I was then again deceptively and unfairly advised by a different Chase employee that the dispute would be reopened, however, it was not. I called Chase numerous times and each time was provided with conflicting information. Second, I was promised numerous calls back by a supervisor at Chase, and only in one did I receive one. However, even in that instance, I was unable to speak and requested that the Chase supervisor call me back in about 15-20 minutes. The supervisor promised a call back but then never did. The supervisor then deceptively documented false information in Chase 's internal system that she was unable to reach me even though that was not true, she simply did not call back as promised. This resulted in an adverse action against my position regarding the dispute given that I needed to speak with a supervisor to explain that the investigator who handled my dispute made numerous factual errors in analyzing the facts of the dispute, was incompetent to handle the matter, and erred in the resolution. Third, Chase would not honor my rights as a cardholder and consumer and ignored integral, material, and undisputed facts related to the merits of my claim, which resulted in a significant financial loss. Forth, the investigator conveyed that if I produced certain evidence, i.e., a receipt which stated the exchange policy, I   would win the dispute. I provided the evidence yet I lost the dispute without a rationale explanation.   The general details of the dispute are as follows : The merchant apparently has an internal policy, a no exchange policy, which is inconsistent to the one explicitly and conspicuously listed on my sales receipt, a 30 day exchange policy, and believes that the internal policy not disclosed and the exact opposite of what it says on the sales receipt should govern. Further, as stated numerous times above and during the course of the dispute, there was a disclosure and representation made at the time of the purchase, which was in writing and printed on the sales receipt, which conspicuously stated that I had the right to exchange the merchandise at a Boutique within 30 days. Chase disregarded the facts and violated the terms of my card for many reasons amount them, failing to reverse the charge in an instance where the merchant clearly provided deceptive and false information about the terms of the credit card purchase. I offered to provide the merchandise back to merchant on numerous occasions so that there would be no unjust enrichment, however, I was simply dismissed and ignored.

Company response to consumer: Closed with explanation