Consumer complaint received 2024-04-20
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. (PA)

Chase is actively engaging in unfair consumer practices. 

In XXXX of XXXX, XXXX charges appeared on our Chase credit card. We had not received services from the company for many years, so it was clear right away that the charges were unauthorized. 

A web search showed that this company, XXXX, had numerous complaints from consumers with the XXXX XXXX XXXX for unauthorized charges like ours. 
We promptly contacted the Chase Fraud Department to open a case. 

Over the next 8 months, we worked directly with Chase 's Fraud Department as they investigated, following their directions to the letter, and periodically checking that Chase was taking the necessary steps to resolve the issue. 

Twice, they issued erroneous rulings in XXXX 's favorlisting vague, one-line reasons that were demonstrably false and unacceptable. We'd be forced to call Chase to request more information and point out the erroneous info, and we were assured the case would be re-opened and investigated further. 

The last of the erroneous rulings that charges were " valid '' was XX/XX/XXXX. We called Chase, pointed out the blatantly incorrect info ( reasons such as " You indicated the charge was valid, '' which we obviously never did ) and were assured that the case would be reopened. 

In XXXX and XXXX of XXXX, we began receiving notices from Chase that our account was overdue, urging us to pay. Payment is normally suspended while fraud investigation is underway. 

On XX/XX/XXXX, we contacted Chase to urge them to resolve this, and to gain their reassurance that Chase was not erroneously reporting our account as delinquent to credit agencies. 

Over a protracted, XXXXhour conversation with Chase, during which Chase transferred us to XXXX different departments ( each time requiring us to explain the complex situation from the beginning to an entirely new representative ), Chase informed us that they COULD have helped us if only we had contacted their Disputes Department ( not the Fraud Department , Customer Service , or any other of the department we'd spoken to over 8 months ) within their time window. However, since that window had passed.. .there was nothing they could do. The charges would stay. The charges have ballooned to {$420.00} with fees. 

As of XX/XX/XXXX : XXXX itself verified that our account had been closed and no money is owed to them. 

The Supervisor in Chase 's Disputes Department advised us that the window for disputes has closed, and that she can not/will not assist us. We requested an exception, citing that we had promptly followed Chase 's instructions to the letter at every step, and that it was Chase 's own Fraud Departmentnot we the consumerwho is at fault for the extended timing. She asserts that often the Disputes Department makes rulings that are disappointing to consumers, and that she will not make an exception. She shrugged it offand disconnected our call mid-discussion. 

The Chase Collections Department, who we spoke with to ensure that our credit history would not be falsely impacted while Chase conducted its investigation, said they can not stop their system from reporting our payments as " late. '' They urged us to make paymentof charges for which we've received no benefit or productto avoid that.

To be clear, the Chase Fraud Department at no time provided directions to instead contact The Disputes Department ( there a XXXX different types, apparently ), nor any other department, either in their correspondence or during any of the phone conversations. Their instructions were that they would reopen the case and that we should await an update. 

In summary : Chase instructs consumers to wait while they perform their fraud investigation, thereby actively running out the clock for meaningful assistance from other departments. Further, they use the threat of poor impact to a consumer 's credit score to gain payment despite charges being fraudulent, unauthorized and under investigation.

The beneficiary of this consumer run-around appears to be Chase itself.

In order to protect our credit score, {$420.00} must be paid to Chase for services and products that we have never authorized, ordered, or received. 
Since XXXX appears to have resolved the issue and states no money is owed them ... to whom will this {$420.00} go? 

This is completely unacceptable, and consumers need to be warned of Chase 's unethical practices. 

Additional details can be provided on request. The case has been condensed here for clarity.