Consumer complaint received 2020-05-22
Company: JPMORGAN CHASE & CO.
State: CT
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/2020 I filed a dispute for a purchase I made on XX/XX/XXXX " XXXX  '', Now the amount I disputed was only for a partial credit in the amount of {$1900.00}. I was instructed to upload all documents onto their website which I did. Their website showed date and size of documents that had been uploaded. 
After receiving several notices stating they were working on my dispute, they sent me another letter on XX/XX/XXXX asking for more information. I placed a call the Chase and asked what specific documents they needed. They stated they had never gotten anything but a description of my dispute. I argued that i can see all the documents and photos I uploaded. To which they stated " they didn't have them ''. I asked what I should do, they told me " upload them again, '' To which I did on the XXXX. I asked for receipt confirmation and they told me they couldn't provide it and would have to call back. I called back a few days later and a dispute representative told me then had received nothing, even though their online system stated it had uploaded all the documents. I uploaded them again page by page and waited for another response. 
XX/XX/XXXX Chase still claimed they had only reived partial documents even though they had been sent in one download. The representatives I had been speaking with to this point seemed very unclear as to how to handle this claim, I was told " " ship the item back or they cant help me! '' " it isn't fraud so they cant do anything '' I then asked for supervisors to which I was told they would call me back as they had customers stuck over seas because of Covid 19 and my dispute was not a top priority with the limited staff they had. 
Finally XX/XX/XXXX a supervisor called me back and I explained the entire situation. I asked how else to send the documents to them. They suggested uploading again, to which I stated it hasn't worked thus far so why would I DO THAT AGAIN. I was told to fax them, which i did that same day. 
I then received a letter stating they were working on it. 
Now today XX/XX/XXXX I called because I had no further notices or letters, speaking with XXXX she said that the case had been closed out because they didn't have proper documentation and needed the original listing for more proof. Now hat it has been 6 months I only have access to the description no photos from the original listing on XXXX XXXX. XXXX then said I should speak with a supervisor to express my concern for the improper handling of this dispute. She transfers me to XXXX whom allows me to explain my concerns but tells me " since it is over 30 days old there isn't anything they can do. '' I have tried to provide chase with every document they have asked for, yet every time I either upload them or fax them they wait 30 days to tell me something wasn't received or missing. As a consumer I have done everything on my end to help provide the proper documents. Chase has dropped the ball and purposely waited until I was out of options so as not to have to handle this complaint. Due to their lack of knowledge and poorly traded reps it has cost me almost {$2000.00}. My dispute is legitimate and by not following their own rules have violated their own terms and conditions. 
I asked that some one higher than a supervisor in the disputes department look over the information and contact me if they need a clearer timeline of events. Due to their mistakes and negligence I shouldn't be out hard earned money Covid 19 or  not!

Company response to consumer: Closed with explanation