Consumer complaint received 2024-04-02
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. (CA)

XX/XX/XXXX : I paid for a {$100.00} XXXX gift card and a {$200.00} XXXX gift card at the XXXX XXXX located at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX, using my Chase Freedom XXXX credit card. There was an XXXX promotion, {$15.00} off purchases of {$300.00} in XXXX gift cards, so it was {$290.00} after activation fees. 

XX/XX/XXXX : I try to use the {$100.00} XXXX and it gets declined, so I try to use the {$200.00} XXXX and it too is declined. I check the balance/transactions for both and see the cards have been drained of funds. 

( still XX/XX/XXXX ) : I call my local XXXX XXXX ( the XXXX at XXXX XXXX XXXX XXXX ) and navigate the robot menu and have a XXXX minute conversation with a XXXX. She tells me while they are aware of this type of gift card scam, XXXX XXXX deems the gift cards they sell to be sold by a third party merchant and refuses to make things right despite the fact that it's XXXX XXXX who sold me compromised gift cards. She suggests contacting my bank, mentioning that if the purchase is still pending, my bank should be able to reverse it. 

( still XX/XX/XXXX ) : I log onto my Chase online portal and attempt to dispute the XX/XX/XXXX transaction where I paid {$290.00} to XXXX. The Chase online portal tells me to call ( XXXX ) XXXX to complete my dispute. I call, and the robot menu wastes my time before telling me they are closed on weekends and to try again on a weekday. 

XX/XX/XXXX : It is now a weekday, so I log onto my Chase online portal and attempt to file a dispute again. I am once again told to call, so I do. The first representative refuses to open a dispute for me and tells me it's between me and the merchant ( XXXX, whose XXXX already told me to contact my bank ). I call again and the second representative gives me a dispute number XXXX and tells me how to upload evidence on the Chase document portal for the dispute. 

XX/XX/XXXX : I upload documents to the Chase document portal. 

morning of XX/XX/XXXX : I wake up to an email timestamped XXXX from Chase XXXX telling me to check my documents. I log onto my Chase online banking and check the documents and find a short letter dated XX/XX/XXXX which says Chase closed my dispute- see the quotes below " Here 's a summary of our investigation Based on the information available, we found that you either received the services or the merchant made them available for your use. 
We can't confirm you're due a credit because the services you purchased were received or available to use. 
Here 's what we determined The charge ( s ) you disputed is valid. 
It will remain on your credit card account and be included in the balance on your next statement. You can also see this activity online at XXXX. '' This is factually wrong, because what I should have received from the merchant was usable {$100.00} and {$200.00} XXXX gift cards that weren't compromised, that didn't have their funds drained within days of purchase, before I even tried to use them. In less than half a day, most of which is outside of business hours in the XXXX XXXX, Chase " investigated '' and found that XXXX did everything correct even though XXXX sold me and who knows how many other people compromised gift cards. I am upset that while I put in effort to describe the situation to XXXX, to Chase, to the CFPB, Chase refuses to put in really any effort at all - no real attempt to investigate whether XXXX sells compromised cards, whether it's an inside job, anything at all. Wants me to eat the cost and is all to happy to jerk me in circles -- tells me to contact the merchant, whose XXXX I already contacted and told me to contact my bank. 

XX/XX/XXXX : I make an account with the CFPB and hope this federal agency can help make things right.