Consumer complaint received 2024-06-30
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: JPMORGAN CHASE & CO. (CA)

To Whom It May Concern, I am writing to express my dissatisfaction with the handling of my recent call with your representative, XXXX and the Supervisor XXXX, regarding a dispute. The details of the call are as follows : Representative Name : XXXX Call Reference Number : XXXX Call Time : XXXX XXXX XXXX Supervisor : XXXX ( Chase Disputes ) Date Received : XX/XX/XXXX During the call, I raised several concerns and questions that were not adequately addressed. Specifically : Reason Code Issues : I was unable to change the reason code for my dispute. 
I was unable to add a reason code. 
I received no clear explanation for these restrictions. 

Quality of Dispute Handling : The reason I am disputing is not being considered as a quality issue or a services not as describe issue. 
There appears to be a lack of consideration for human error made by Chase or by Customers in the dispute process.

Lack of Instructions : I was not given any instructions on what I needed to do to amend the dispute to achieve the desired outcome.

These issues are significant as they directly affect the resolution of my dispute and reflect poorly on the quality of service provided by your team. I would like to request a thorough review of my case and clear answers to the following questions : Why is it not possible to change the reason code? 
Why am I unable to add a reason code? 
Why was I not given instructions on what I needed to do to amend the dispute to achieve the desired outcome? 

Erroneous information provided by XXXX. XXXX told me on the phone that the only way to get this fixed was to request a call back by a XXXX. This turned out to be incorrect information. 
Why was I not told that I had the option to file paperwork by XX/XX/2024 in order to amend the dispute? 
Why was I given erroneous information by XXXX Give me the opportunity to re-open the dispute in question with XXXX XXXX XXXX due to the human error by JP Morgan Chase supervisor named XXXX. She informed me that the only way that I could reopen my dispute was to speak to a Manager. I did not recieve a call back from a manager until XX/XX/2024, and the manager informed me that the deadline had passed in order to submit new documentation. Based on the erroneous information provided by XXXX, I have lost my opportunity to dispute these charges with Chase and I demand that I am given that opportunity back. I demand that I am given the opportunity to dispute my charges with the merchant and to have the case heard on it's merits. If XXXX would have informed me that I could submit documentation by XX/XX/2024 to correct any deficiencies with my re-dispute and if she properly identified what those deficiencies were, then I would be able to be in a good place with my dispute. Instead, JP Morgan Chase refuses to take any additional action with my disputes claiming that the deadlines have passed. This is outrageous and must be addressed. 

I expect a prompt and satisfactory resolution to this matter. 

Thank you for your attention to this issue.