Consumer complaint received 2024-03-24
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. (TX)

I used my Chase XXXX debit card at a local dentist. The dentist advertised that he accepts a discounted fee schedule on his website called XXXX XXXX. I was a XXXX member. Instead of accepting the promised fees he sold my wife another discount plan that his staff stated was better than our benefits package with XXXX. In fact, his plan was better for routine cleanings, but not for procedures. When my wife needed new crowns, she was over charged by {$1700.00} compared to the advertised XXXX plan. 
I called the dentist, but he will not return my calls. I wrote a letter asking the dentist to honor our promised pricing, but he will not respond after two months. 
Next, I disputed the charges with Chase bank. I sent Chase an overwhelming amount of documentation to proof our case. Chase initially moved the {$1700.00} back to my account. However, after 30 days, and with no explanation, the money went back to the dentist. I called Chase and asked why we lost our dispute? I was told by a Chase representative that he checked with his supervisor and they were both very surprised that I did not win my dispute. He stated that most disputes are won with less documentation than I provided. He said that I lost the dispute because I 'authorized ' the charges. I stated that should not matter if I was overcharged and fraud occurred. The Chase representative agreed with me. He said that if I would send over a copy of the actual receipt, then he would have the case reopened. 
I did exactly as I was told by Chase, and the case was never reopened. I waited one week and called again. The second Chase representative also agreed with me and said she was not certain why my case had not been reopened. I was promised for the second time that the charge back would be reopened. I waited ten days, nothing happened. I called for a third time and was told again by a Chase representative that she was surprised that we were having trouble. She said and I quote, " We will get this money put back into your account. '' But it never happened. The case was never reopened. I feel like Chase lied to me. 
Finally, on XX/XX/XXXX, I called and asked to speak to a claims supervisor. It was a horrible experience. I told her my entire story. She stated ... " All we need is an itemized receipt and we can get this claim reopened. '' Then as we continued to talk, she changed her mind and said that nothing could be done and that this was a billing dispute with the dentist and that Chase could not reopen the case. When I became confused and angry by her sudden flip-flop, she hung up on me. It was a stunning way to be treated by my bank. 
Chase promises that customers are protected against fraud if they use their Chase XXXX card. But when I actually had a clear, documented case of fraud, Chase says it is only a billing dispute and they refuse to help. Chase could make that claim about every single incident. I am requesting that Chase honor its promise to protect its customers against fraudulent charges from service providers, vendors, and retailers. I should have an absolute right to reject, chargeback, or dispute any charges on my account that are not correct, involve false advertising, illegal over charging, or fraud. 
I am asking CFPB to hold Chase accountable for their refusal to honor their promise to protect consumers against fraud by credit card merchants.