Consumer complaint received 2023-08-11
Company: JPMORGAN CHASE & CO.
State: PA
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:
I have been Chase-Amazon VISA card holder for about 7 years or even longer. My credit scare is always EXCELLENT over 750-800 in the past three decades. Overall speaking I was quite happy, because Chase always protects its customers. Bu not this timeit is not. I have to complain CHASE, because its action was totally against its own rule and policy, non-professional, which made me very confused, and realized Chases goal is no longer to protect its faithful customers anymore. Why do I need this kind of credit card?? So far I can still not believe that was what Chase did to me!

Till I noticed that Chase allowed XXXX XXXX REBILL me {$1400.00} at the end of XXXX ( No charge date, but XX/XX/XXXX on an already closed account, due to other fraudulent charge, particularly the charge {$1400.00} is under a dispute case, no conclusion yet ). Usually, only the credits could be transferred from the old card account to new card account. But wont accept new charges of a closed account. I called Chase Dispute Dept right away. The lady who answered the phone told me that XXXX XXXX claimed THE REBILL WAS AN ERROR, which turned out to be not true. She was lying to me! Not only that, she also told me dispute case was closed without asking me anything as a dispute initiater. I am very regretful that I did not ask her name and write it down. At that moment, I believe she told me the truth. May I suspect a Dispute Department Lady who represents Chase could lie to its own clients? How do I know she was lying to me? The next day early morning, I called again. A gentleman answered the phone, who did not know anything about XXXX XXXX claimed the REBILL was an ERROR. If XXXX XXXX did, there must be a record on file. The gentleman must know. Since he did not know anything, there is no record on file, which proved the other woman that I talked to one day earlier was lying! Did Chase ever ask me whether I agree to close the dispute case? Absolutely not! Chase did it by itself anyway! Even till today, two weeks later after I discovered Chase REBILL me {$1400.00} without receive any products from XXXX XXXX, they even never claimed whether they found the products that I ordered on XX/XX/XXXX, it was obviously an unauthorized charge. And more than 70 days later, they still did not find where the {$1400.00} products are. What was the reason that Chase closed the dispute case by itself? Why my previous impression that Chase handled most of issues professionally disappeared? Did Chase change management? Why did they inform me most of whats going on with email, or snail mail in the past years, such as Chase suspected there could be fraudulent charge ( attachment A ), address or phone number change ( attachment B ), replacement of credit card request ( attachment C ), or snail mail me ). But this time, so unprofessional. Why? Why?? Why??? I have to ask myself over and over but no answer. Even till today, XXXX, at least two weeks later after I found XXXX XXXX REBILL me {$1400.00} without deliver any products ). I still did not receive any email, or snail mail to inform me the reasons that Chase accepted XXXX XXXX REBILL me {$1400.00} without deliver any products under dispute. And the dispute case ( # XXXX ) was closed by Chase itself . Why Chase is so powerful? More than most of the credit card Banks? I have to emphasize when that lady told me the dispute case was closed. I did ask her immediately, Any Conclusion after your investigation? No. She answered. Is it another example that it is very unusual!? No Banks will handle the case like Chase did. I would also say nobody in the world would like to pay {$1400.00} without getting anything! It is obviously an unauthorized charge, Why didnt Chase do as what it usually did? In contrast, Chase let XXXX XXXX do it! Even not let me the credit card holder does! Why didnt Chase tell XXXX XXXX the truth? The account was closed. We can not take any more charges in a closed account. or Since we are still investigate this dispute case. We can not accept any REBILL. It was so easy to find any excuse to reject XXXX. Unfortunately, Chase did not. I really have no idea. The REBILLs were on XX/XX/XXXX, but recharged in XXXX which was very unusual. ( Attachments of XXXX and XX/XX/XXXX Chase Statements on p3. All charges were listed ). If I did not call Chase Dispute Department after I discovered the REBILL {$1400.00} at the end of XXXX, I still dont know whats going on in my account : including the REBILL and dispute case # XXXX is closed. What is the conclusion? REBILL with no reason. Nothing has changed since XX/XX/XXXX. Except Chase sent me one snail mail and stated that XXXX XXXX credited me twice ( {$190.00}, only 13.23454 % of total charge {$1400.00}, It should not be Chases unprofessional actions excuse. ) I did admit that. In fact, I paid back {$190.00} to Chase on my XX/XX/XXXX payment with {$100.00}. But I refuse to pay {$1000.00} ( particularly, I dont recognize what this charge is about? Since XXXX XXXX claimed this is REBILL. May I ask what is this {$1000.00} about on XX/XX/XXXX? I did not order anything with {$1000.00} on XX/XX/XXXX ) + {$190.00} + {$190.00} = {$1400.00}. There is even no description of each charge is related to. It only indicated that whoever made this REBILL did not know any details of XX/XX/XXXX and thereafter. How could XXXX XXXX claim this is REBILL? To tell lie is not so easy. Only stupid people will believe that. Whether Chase wants to reopen the dispute case or not, its between Chase and XXXX XXXX, I have nothing to do with it. Chase could close the dispute case by itself, it should reopen it by itself also. Although the total amount does match XX/XX/XXXX order, but the details are incorrect. are wrong, are chaos, are unprofessionall! So far I still can not believe Chase accept this kind of REBILL! 
I have to ask Chase : ( 1 ) Why do you let XXXX XXXX REBILL me on an already closed account? If this is your new rule or policy, why didnt I know as a 7 year faithful and honest customer? If you let all bad merchants to do so, recharge, or rebill more than two months later, why did you close my account at least three times this year - XXXX, from XXXX to XXXX to XXXX? Each time you limited me to use the current account for 5-7 business days. If Chase let XXXX XXXX REBILL me with no reason on an already closed account, what is the reason that Chase does not let me the account holder to continuously use the same credit card? ( 2 ) To me, it was not surprising that Chase did so more than once recently. On XX/XX/XXXX, Chase sent me an e-mail to Confirm you made this purchase. The charge merchant was XXXX with {$59.00}. I would say at that time Chase handled the case professionally. At least Chase informed me, due to the suspicion of fraudulent charge. I selected No, somethings wrong. Under that selection. Chase obviously stated, We will close your current card and send you a new one. If you need to speak with us, please call the number on the back of your card and also We need the fastest way to contact you. No wonder I feel the situation was so different from XX/XX/XXXX to XX/XX/XXXX. How does Chase treat XXXX XXXX which Chase suspect Fraudulent charge and send me email on XX/XX/XXXX to Confirm you made this purchase. I remember it was not the first time that I receive that kind of email from Chase. Whenever Chase had doubt, it would send me email to confirm. That was professional operation. So most of Chases clients feel confortable and ease before XXXX. I noticed that although XXXX charged me earlier. But it intentionally took off the charges. Perhaps due to Chases warning email. But XXXX continuously boasting its product. They secretly charged me again on XX/XX/XXXX and XX/XX/XXXX. The same merchant, Chase suspected FRAUDULENT charge on XX/XX/XXXX, 20 days later, Chase let this suspected merchant charge again and again without sending email as confirmation anymore. Is chases policy changed? Is Chases policy selective? Even though I reported to Chase of this case immediately, Chase does not care. I have to pay {$5.00} and {$29.00} of XXXX charges on XX/XX/XXXX payment. So I said Chase has this kind of unprofessional action, as a 7 year customer, I am not surprised. The way Chase treated XXXX XXXX case was much worse than how Chase treated XXXX. 
Even though I called Chase many times and tried my best to explain the situation to Chase customer service whoever answered the phone. The answer was always We have a very dedicated Dispute Team But they all admit that they dont want this kind of treatment by their credit card banks : Paid {$1400.00}, patiently waited for three weeks, received no products for a local delivery and paid another {$1000.00} in order to receive products. 70 days later, no condition has been changed, all of a sudden, the {$1400.00} charges were ReBilled in an already closed account, the Bank was against its own policy. Regardless the customer already paid 13.23454 % of the total charge {$1400.00} back to the credit card Bank ( Supposedly, that 13.23454 % of the total charge was the merchant paid back credits to the customer twice. How about they charged the customer twice? Who will pay that back? Any compensation of the customers loss? Does Chase have any special relationship with XXXX XXXX? Why Chases action is so strange and so weird? I realized that I am only a small potato under Chase, I have to rely on some higher authority above Chase. 

Finally I found one! It is CFPB!

Company response to consumer: Closed with monetary relief