Consumer complaint received 2024-10-31
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO. (CA)

At the tail end of 2023, Chase decided to slash my credit limit from {$33000.00} down to {$4000.00}, causing an eightfold increase in my Debt-to-Income ( DTI ) ratio. Soon after, I noticed continued automatic withdrawals, accompanied by fees, despite my having disabled all auto-payment features. In one particularly concerning instance, Chase attempted to withdraw {$29000.00} from my checking accountan account that had no more than {$7.00} at the time. 

While I was already overwhelmed by severe financial pressures and conducting research to assess potential foul play with certain business dealings, I became homeless and requested that Chase and others communicate solely via email or phone, as I had no fixed mailing address. 

In XXXX, after repeated calls with Chases collections team, I finally connected with a senior representative. Emotions ran high, and I felt dismissed by a dispute expert who condescendingly stated that, based on personal gaming experiences, they understood my issue and were certain my claims wouldnt stand. The conversation ended with a firm refusal to investigate further, which was both frustrating and disheartening given my previous admiration for Chase. 

Not long after expressing my dissatisfaction again, I noticed that some disputes, specifically those uploaded to Chases secure inbox for the card ending in XXXX, were finally under reviewyet this only covered transactions for one card out of the three I submitted. Despite all three submissions being acknowledged, Chase processed only XXXX out of XXXX transactions on XXXX, leaving cards XXXX and XXXX untouched. 

When I contacted Chase again, I received no meaningful updates. I eventually escalated my grievances to Chases XXXX XXXXXXXX XXXX XXXX office responded, assigning XXXX XXXX as my contact. During a call, I reiterated the unaddressed issues and informed her that the XXXX card had similar concerns as the other cards. In the meantime, I received indirect updates through credit alertslike accounts opened, closed, or balances adjustedwithout any formal communication from Chase. 

On XX/XX/XXXX, Chase determined that the disputed charges would remain as billed, citing lack of evidence for a billing error and time lapsed. This was the third time I clarified that these were breach-of-contract claims, not billing errors, as the denials repeatedly indicated. I expected Chases customer service to serve as an advocate, especially given that I had followed good-faith efforts to resolve the issue per the merchants own Terms of Service, particularly section 15, addressing tolling. Given that I had actively sought resolution since XX/XX/year>, these time limitations have been stalled, keep in mind, it's because of the merchant 's own terms of service not my claiming them out of nowhere. Provisioned by the merchant and in accordance with their own standards and guidelines. 

The claims involve the XXXX XXXX XXXXXXXX platform, where I have documented service failures. XXXX staff have, in fact, acknowledged the platforms issues in messages. Yet, despite the good-faith requirements outlined by the merchant, Chases handling has been dismissive. For the card ending in XXXX, Ive exhausted my efforts to resolve this amicably. My focus now is on the XXXX other accounts, each with over {$22000.00} in transactions, submitted at the same time as the XXXX card and acknowledged as received in XXXX. 

Today, it is XX/XX/XXXX. Under the Fair Credit Billing Act ( FCBA ), Chase is required to acknowledge disputes within 30 days and resolve them within 90 days, assuming favorable grounds. Neither of the untouched accounts has seen any reduction in balance, while XXXX saw a drop only through interest adjustments, with no formal correspondence or entry. 

This ordeal has been an goat, rubbing show.. Each of these claims deserves due diligence individually, but given the collective magnitude, a consumer-centric institution would prioritize advocacy over resistance. Chase has consistently treated these breach-of-contract claims as billing issues, going so far as to seek affirmation from the merchant. Expecting a vendor to self-incriminate is both naive and impractical.