Consumer complaint received 2024-01-25
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. (OR)

*Some of the following information is from a letter sent to Chases executive office on XXXX XXXX Problem : Duplicate charges which have been wrongfully allowed to remain on my account. In the letter I also prove my attempts to make it right and I am requesting reimbursement of the things I've paid for. ( At the very least ) ( FROM LETTER ) Original Charges : {$310.00} ( correct charge for the car rental ) + {$10000.00} security deposit, to be refunded upon return of the vehicle.

Timeline : XX/XX/XXXX,, XXXX We rented a vehicle for {$310.00} from the above mentioned Car Rental location. The security deposit was {$10000.00}. 
XX/XX/XXXX Issues with original car in the morning, again at no fault of mine. The company provided free replacement vehicle for the remainder of the day. This car was then returned end of day with no damages. 
XX/XX/XXXX Charge posted on my Chase account ending in XXXX for {$10000.00}. ( see attachment Sticky Note # XXXX ) ** I called Chase and XXXX within days to inquire and begin a dispute regarding this charge ** XX/XX/XXXX Per my phone call request, XXXX XXXX XXXX XXXX from XXXX emailed me showing what he said was the liberation/cancellation of charges for {$10000.00}. The refund however shows a card ending in XXXX ( which is not my card ) and without an expiration date. ( see attachment Sticky Note # XXXX ) XX/XX/XXXX Received letter from Chase informing me that they had resolved my dispute and credited my account on XX/XX/XXXX the amount in dispute totaling {$10000.00}. ( See attachment Sticky Note # XXXX ) *** sometime between these dates, the {$10000.00} again posted to my accountXXXX  XX/XX/XXXX Responded to XXXX letting them letting them know that my account has still not been refunded, informing them that I started a dispute with my bank, and letting them know Id be calling again on the XX/XX/XXXX. ( See attachment XXXX XXXX XXXX XXXX XXXX XXXX  ) XX/XX/XXXX I emailed XXXX again, requesting my money returned and attaching images of the charges. I again reminded them that I have an open dispute with Chase, but requesting a document showing that they truly canceled the charges which I could then send to Chase. ( See attachment XXXX XXXX XXXX XXXX ) XX/XX/XXXX Met with XXXX XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for roughly XXXX hour. He was very helpful in printing all my statements and finding the incorrect charges on my account. He told me that too much time had passed and that it was unlikely that things would resolve in my favor, but that he was going to email his superiors. ( See attachment XXXX XXXX XXXX ) XX/XX/XXXX - Emailed XXXX ( Quality and Service ) again after meeting with XXXX at Chase, simply requesting them again to read my emails and provide assistance as I had not received a reply to my last email. 
XXXX XXXX XX/XX/XXXX Went home to XXXX and with my father visited the XXXX location with my father, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX I brought paperwork XXXX printed for me to prove the charges and ask for assistance. The manager XXXX XXXX XXXX said that it might have been that their system was malfunctioning and that the charge from XX/XX/XXXX posted again in XXXX due to a system malfunction. XXXX then said he would speak with his superiors and would get back to me. He never did. My Father followed up as he lives in XXXX but there was no resolution. 
XX/XX/XXXX - Received Chase letter saying that the charge I was disputing was valid and also saying that if I want to continue the dispute, I would need to send additional information to help resolve it. I was confused as to why additional information would be needed if they had indeed confirmed my dispute was valid? They told me to fill out an attachment and to respond by XX/XX/XXXX ( which I did ). In my response, I made it clear that I wanted to continue the dispute. I just want to make sure they recognize the extra retention or billing and that I will not have to pay for it since I did not approve. I would be okay with closing the dispute if they correct the error. Perhaps I need help understanding what they are saying. ( See attachment XXXX XXXX  XXXX ) XX/XX/XXXX Got engaged, continued packing, started planning a 2 month engagement wedding. 
XX/XX/XXXX Responded to Chase letter saying that I just want to make sure they recognize the extra retention or billing and that I will not have to pay for it since I did not approve. I would be okay with closing the dispute if they correct the error. Perhaps I need help understanding what theyre saying. 
XX/XX/XXXX- I received an update from Chase on my dispute saying that the vendor, saying that I already received 2 credits to my account. They said that one would be removed and rebilled. ( See attachment XXXX XXXX XXXX XXXX XX/XX/XXXX Resigned from my job, started packing to move to XXXX. 
XX/XX/XXXX Moved out of my apartment, living in temporary housing until the wedding. 
XX/XX/XXXX Got married. 
XX/XX/XXXX - XX/XX/XXXX Honeymoon / traveling. 
XX/XX/XXXX While on our honeymoon, we reached out to the Chase Dispute Department and asked to be escalated to management. Spoke with a lady named XXXX ( account supervisor with the dispute department ) twice  on the same day for about an hour and a half total. While she empathized with us, by reiterating multiple times that none of this made sense and that she couldnt understand how this happened, she ultimately said this : o Too much time had already passed, and Chase had done what they could and reached out to XXXX. My husband and I asked what this entailed, and she stated that Chase had called an XXXX number once and that they were unable to speak well with them due to the language barrier. 
o She pointed out that the document Chase had received from XXXX ( XXXX XXXX XXXX  under bank name XXXX, cancellation ( See attachment XXXX XXXX XXXX XXXX XXXX  ), which was supposed to show that they had indeed refunded me, had a card ending in XXXX with an expiration date of XX/XX/XXXX. This does NOT match any card that I have or possess. This is not my card. She said that I must have used another card to rent the car. I refuted this, as does my bank account balance, which shows ALL charges under my card ending in XXXX. 
o She said that ultimately, Chase couldnt do anything more and that the balance would ultimately remain under my name and go to the Credit Bureau. 
o XXXX  told us that our best next step would be to write a letter to you and provided you with the details. 
XXXX to XXXX, XXXX Called Chase at least XXXX times, visited local branch XXXX, and returned/answered almost all calls from Chase Customer Relationship team XXXX XXXX ext XXXX ), who were seeking to get payment from us. During this time, Ive been cordially clear that I will not be making any payments to card ending in XXXX due to this ongoing dispute/letter. 
****For breakdown summary of all transactions, ( See attachment XXXX XXXX XXXX ) **** ( XXXX Duplicate transactions of XXXX with only 1 refund, 2 duplicate transactions of {$310.00} with no refunds ) Above timeline does not include nearly all the phone calls Ive made to Chase over the last year in an attempt to resolve this issue.

Summary : There is a current balance totaling {$11000.00} which I do not owe. I am requesting that this false balance plus all interest be removed from my account as of XX/XX/XXXX plus any additional interest accrued from now till resolution. I am also requesting that the refunds made to this Chase card totaling {$250.00} be refunded to my account, along with the duplicate charge of {$310.00} ( as stated above ).

I am not asking for any additional compensation for my time, trouble, and the stress this has caused while working, getting engaged, packing and moving to another state, planning a wedding, getting married, honeymooning ( I was on the phone for more than an hour on my honeymoon with Chase trying to resolve ) and settling into married life.

Again, there is absolutely no valid reason for this charge as no damage was ever done to the car and the rental company has never claimed that there was. Despite XXXX and Chase 's attempts to refund us, a balance of {$11000.00} as of XX/XX/XXXX still remains on my account which I do now owe. 
We have trusted Chase as our banking partner to protect our money. Chase should resolve this issue regardless of what the car company does. Please kindly help your customer by resolving this issue. I expect to hear from someone as soon as possible, as this is no small amount of money for me and my husband. Thank you. 



* Chase called XXXX XXXX to say that theyve resolved the dispute ( after a XXXX months ) and have resolved the balance amount. Which means I no longer owed XXXX. VERY THANKFUL FOR THIS. 

* XX/XX/XXXX, my husband and I called Chase ( XXXX - Excecutive office ) asking for the remaining balance of {$310.00} ( duplicte charge ) and/or for our bank to make things right with us, two faithful customers for over XXXX years. Person did not offer a solution for damages caused and extra expenses, time and stress that we went through. Including a trip to XXXX XXXX to try to resolve things in our own hands as we desperately looked for answers and help.