Consumer complaint received 2024-05-28
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. (CO)

XX/XX/XXXX : A charge of {$7500.00} appeared on my credit card statement for XXXX XXXXXXXX XXXX, which I disputed as a double charge. The total bill was {$7500.00}, and I had paid XXXX portion with a check and another with my credit card at different times. Upon review, it was evident that the charge had indeed been duplicated. 

XX/XX/XXXX : I initiated efforts to resolve the issue with Chase Bank. 

XX/XX/XXXX : Despite my attempts, Chase reinstated the disputed charge. 

XX/XX/XXXX : I received communication ( via retained email ) from XXXX XXXX indicating that the account would be credited. 

XX/XX/XXXX : I confirmed directly with XXXX XXXX that they had contacted XXXX to process the return. 

XX/XX/XXXX : XXXX XXXX  informed me that the issue would be corrected within XXXX weeks. ( she forwarded a note from XXXX  also stating the same ) XX/XX/XXXX : Chase informed me during a call that the investigation was ongoing and that no further documents were needed. 

XX/XX/XXXX : I contacted Chase for a status update and was informed that the investigation had been closed. I provided additional information to the fraud and complaint team. 

XX/XX/XXXX : Chase informed me via telephone that the investigation had been reopened and was ongoing. 

XX/XX/XXXX : Chase notified me that the investigation had been reopened and that the prior information provided was mistaken. I subsequently sent a letter to Chase 's fraud department with all relevant information and documents. 

XX/XX/XXXX : Despite further attempts to resolve the issue with Chase in XXXX and XX/XX/XXXX, the charge remained on my account. I sent another letter with information to Chase. 

XX/XX/XXXX : Chase informed me for the first time that they would not remove the charge. 

XX/XX/XXXX : Chase attorneys served my XXXX XXXX  with legal documents forcefully, causing distress. The grabbed XXXX and yanked XXXX hand to take photographs with papers. Subsequently, I contacted Chase 's attorneys via email for account details but received limited cooperation. 
He also mentioned something to my XXXX about bringing the police when I was there taking the papers from him. 

Recent Communication : I have sent XXXX emails requesting full accounting. I received a partial accounting initially, followed by a full accounting about a month ago, which verified the double charge. I am expecting further communication from Chase, __ I could not upload all the evidence because of my work computer but i am pasting XXXX XXXX email from XXXX XXXX email from merchant. 
I can provide more via email. 

XXXX : XXXX from XXXX XXXX XXXX. Please Read XXXX XXXX ( XXXX ) Begin forwarded message : From : XXXX XXXX XXXX Date : XX/XX/XXXX at XXXXXXXX XXXX  XXXX To : XXXX XXXX XXXX Subject : XXXX : Alert from XXXX XXXX XXXX Please Read XXXX XXXX XXXX  XXXX From : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX Subject : XXXX : Alert from XXXX XXXX XXXX. Please Read XXXX, I just got off the phone with XXXX from XXXX. Attached is the letter stating that XXXX decided in your favor ( of course ) and that the charge on XX/XX/XXXX was indeed a duplicate charge. He apologized for the fraud process taking so long between XXXX and your credit card company and they have directed the refund of the duplicate charge of {$7500.00} to your credit card company. Here is the letter he emailed me below. He said the credit should arrive at your credit card company this week. I told him we need it to happen ASAP of course. 



I personally apologize for the delay in the refund process as I had not heard from XXXX or your credit card company or you until this weekend and thought it was all resolved when I received my first payment and never knew that the credit card companies had not resolved it with you for the duplicate charge.. Sorry for your frustration in this process as well and please let me know when you receive the refund via your credit card for the duplicate {$7500.00} from your credit card. 







XXXX XXXX XXXX XXXX From : XXXX XXXX Sent : Monday, XX/XX/XXXX XXXXXXXX XXXX  To : XXXX XXXX Subject : XXXX : Alert from XXXX XXXX XXXX. Please Read XXXX XXXX -- -- - Forwarded Message -- -- - From : XXXX XXXX To : XXXX XXXX Sent : Monday, XX/XX/XXXX, XXXX XXXX XXXX Subject : RE : Alert from XXXX XXXX XXXX Please Read Hi XXXX, Thank you for reaching out XXXXXXXX XXXX XXXXXXXX. 

To let you know that the disputed transaction on XX/XX/XXXX for the amount of {$7500.00} were received by the cardholder 's XXXX XXXX XXXX and will have a response in the course of this week. 

Since we confirmed that the duplicate charge was a fact, we expect a resolution in your customer 's favor, this means she must be refunded by {$7500.00} by the end of this week by her credit card company. 



You can also view the status of the dispute on the following link : XXXX XXXX XXXX We appreciate your understanding and patience throughout this process. 

Sincerely. 


XXXX XXXX. 
XXXX XXXX XXXX ref : XXXX : ref