Consumer complaint received 2024-07-26
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO. (TN)

XXXX XXXX XXXX XXXX  had been storing three XXXX  for me and charging my Chase credit card account for storage since XXXX, XXXX. I want to go on the record that at this time, we are trying to work out the problem with XXXX  so I am not making a formal complaint about them. I will give them time to resolve the matter. 

On Friday, XX/XX/year>, I called Chase ( my credit card carrier ) because I did not want XXXX  storage to be able make additional charges to my credit card. I asked the customer service representative at Chase to block XXXX  from additional charges. The representative said that she could not block a specific company, so I would have to cancel the card and get a new one. I agreed. I then asked that if I cancelled the card would XXXX  still be able to make charges because in the past I have cancelled cards and companies like Amazon can still make charges The representative looked at the charges and said they were not recurring charges so XXXX  shouldn't be able to make any more charges. She did not advise me to call XXXX  and stop charges, nor did she advise me to close the account. 

On XX/XX/year>, Chase allowed XXXX  to charge {$7200.00} to my credit card, after I cancelled it. On XX/XX/XXXX to XXXX, Chase allowed XXXX  to charge and additional {$1100.00} to my card. I am not concerned about the {$1100.00} because I would have had to pay that to XXXX  anyway. It shouldn't have been charged, but no harm was done. I had not authorized the charge of {$7200.00}. After I had followed all of the instructions the representative gave me to prevent this from happening. 

On XX/XX/year>, I called Chase and spoke to a customer services representative. They stated that the information I had previously been given was wrong and I should have called XXXX  and told them not to charge the account. I never authorized the charge of {$7200.00} so how am I supposed to call XXXX  and tell them not to charge my account for a charge I never authorized. Another representative said that I had given XXXX  the card number so they were allowed to make charges after I cancelled the card and essentially blamed me for relying on their representative 's misinformation. Chase also said that I needed to cancel the account and not just the card. Again, their customer service representative never advised me of that. 

I asked what they could do about the charge of {$7200.00}. They said I would have to speak with disputes. I spoke to disputes who said I would have to file a dispute and I said I wanted someone who could resolve this issue. They transferred me to XXXX XXXX, a supervisor. His suggestion was to file a dispute. 

I advised him the problem with a dispute would be that it was my word against XXXX  word and I would have to rely on phone calls and no written record of my case. Better yet, XXXX  emailed us a written estimate. We had asked XXXX  for an itemized estimate to move the XXXX  from XXXX XXXX XXXX We had asked XXXX  to write it was a final estimate and there would be no more charges after that before we could authorize the move and pay the bill. XXXX  had not sent us that confirmation of final charges so we had not made the authorization. But, XXXX still has a written estimate they sent us which was near the amount of {$7200.00}. 

Also, due to XXXX  ability to charge {$7200.00} to my credit card, they had already mistakenly sent the XXXX  from XXXX XXXX XXXX Now, services have been rendered and they have paper estimate and they charged my Chase card. 

I told XXXX these facts and he said that yes, I would have a difficult case on a fraud or contract chargeback dispute. I asked XXXX if I lost the dispute, who would have to pay the {$7200.00}. He said it was on me. So, now I am liable for {$7200.00}, that I never authorized and that I called Chase to prevent in the first place and relied on the representations of the customer service representative employed and acting as an agent of Chase. 

In essence, Chase doesn't train their employees properly and they refuse to take accountability for their mistakes. I called. I did everything I was told to do. I had no way to prevent this situation from happening. 

I will be glad to provide copies of my credit card bill upon request to show these charges. However, I need to be able to do so in a confidential manner so I do not publish my credit card info on a public website.