Consumer complaint received 2024-06-02
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: JPMORGAN CHASE & CO. (NV)

I purchased a XXXX XXXX XXXX unit to transfer music from Video to XXXX Discs. The seller was found on XXXX and the purchase was made on XX/XX/year>. Description of model : Fully serviced by a XXXX certified technician - all functions work as they should. The unit was delivered on XX/XX/year>. When I attempted to use the unit on XX/XX/year>, there were issues with the quality of the picture, sound and loading mechanism. I contacted XXXX then contacted Chase on XX/XX/year> to file a dispute for Not as Described - Merchandise / Damaged-Defective. Chase bank contacted me via email on XX/XX/year> stating their resolution. The letter indicated the purchase was conducted according to description and authorized. As a result, the provisional credit would be removed and the account rebilled. I proceeded to call Chase on XX/XX/year> and was told the purchase was valid and this type of dispute is beyond their scope. I called again on the XX/XX/year> and requested to file a complaint, and speak to a manager. I requested my roommate to assist due to my high XXXX  and frustration. During the discussion, we questioned the manager about the input of the dispute claim because the resolution letter did not address the Not as Described dispute type. The manger said the input stated the unit was fully functional, with concerns with quality and sound. We asked the manager does it makes sense to file a dispute on a fully functional unit, and the manager did not give an acceptable response. Also, we asked the manager about requesting the buyer to get a 2nd opinion which was not sent in a document. The manager said the request was verbal at the beginning of the claim being opened. We asked was it reasonable for a customer to remember being verbally informed about a 2nd opinion document when no other communication was sent to the card member, reminding them of the documentation. The manger just said it was communicated verbally. We asked about getting a 2nd opinion several times and the manager finally stated we could submit the document, but the account would still be rebilled. After this conversation, my roommate asked me was there any other correspondence sent to me in regards to the dispute. The only correspondence I received from Chase was the notification of rebilling the account. My roommate who works for a financial institution informed me when a customer opens a dispute claim, the financial institution is supposed to send either a letter of acknowledgement the claim being opened or a resolution letter stating the bank 's decision to either process a chargeback or an unable to assist letter within 30 calendar days of the claim being opened. When I reviewed my emails and mailed letters, I have not received any communication from XXXX, date my claim was submitted, to XX/XX/year> when I was told my account would be rebilled. By this calculation, Chase has omitted complying with bank regulations. Also, based on the letter sent on XX/XX/year>, my dispute type was not properly addressed. My complaint was not of an unauthorized nature, it was based on quality of merchandise, defective operation of merchandise, and misinformation from the XXXX XXXX.