Consumer complaint received 2024-05-08
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)

I have enclosed Chases response to my first complaint. It establishes what it is like having dealt with Chase. 

As I read and understand Chases response to my complaint, Chase is stating that as a customer, I have filed so many disputes against so many merchants, Chase can not possibly figure out what dispute I am referring too. 

I have enclosed screenshots of what is seen when my account is accessed through Chases mobile application. There are no disputes filed in XXXX. None in XXXX. None in XXXX. None in XXXX. None in XXXX. The first and only dispute that I ever filed was at the end of XXXX in XXXX, and Chase was still working on it in XXXX of XXXX. Chase requested additional documentation and information from me, namely how much was still being disputed verse how much had been returned. This was provided to them after XXXX XXXX, in XXXX XXXX of XXXX, as I did not want the holiday of XXXX and XXXX XXXX interfering with my delivery to Chase. 

I never heard back from Chase. During this time, I am still making on time payments. Having waited for over a year to hear from Chase, I mailed Chase a letter sent certified mail signed receipt required. I resubmitted what was requested back in XXXX of XXXX, and stated that unless I was refunded what was still being disputed, I would file a complaint with the FTC. At that time, I was unaware that the CFPB handled complaints with credit cards. 

I was refunded {$37.00} of the remaining almost {$30000.00} being disputed. It is worth noting that just as I did not include a dispute or reference number when I contacted Chase in XXXX of XXXX, I did so as well when I filed my complaint against Chase in XXXX of XXXX. I am troubled that in XXXX, Chase knew what I was talking about, and a month later, has no clue. 

Chase stated that they attempted to call me. I do not know who Chase called, it was not me, and I have provided photos of the caller-id. The phone number Chase has, is used to screen in coming calls. Chase, as everyone who is not a family member or friend will need to leave a message. There were no messages from Chase. 

As to email, the only emails I have ever received from Chase are requesting that I make a payment. That started after this complaint, as I am not making a payment, as I do not owe Chase anything. It owes me. 

The dispute was filed against XXXX XXXX, a content creator on XXXX. The dispute is over the content that she provided. This content is playable and watchable. The problem is she is supposed to have used my name. Youre supposed to hear it, and you do not. Instead you hear someone elses or no name at all. That is not what was agreed upon or what was paid for. Based upon the XXXX XXXX, and XXXX, all of which was provided to Chase, there are only two possible solutions to this matter, since content WAS provided. 

Option 1. The content is remade.

Option 2. A complete and full refund is made.

The option of where my money is not returned and I am required to pay for content that was not provided as agreed upon and paid for, is not allowed. It is against the XXXX, XXXX, and XXXX, and I knew that if something like this happened, this would be resolution. Content remade or refund provided. 

It is worth noting that if Chase spoke to customer care representatives of XXXX XXXX, XXXX XXXX, CCBill, or anyone other than XXXX XXXX, not only did Chase not investigate this matter right, all that can be confirmed is whether or not purchases were made, there was, and whether or not content was provided, there was. Those two things were never in dispute. 

I believe that Chase spoke to customer care representatives, and not XXXX XXXX, and it is why during the dispute process I was never told who Chase spoke to, what they said, or what they provided. To be clear : during the dispute I was never allowed to address whatever statements the merchant gave, or whatever documentation and information the merchant provided, because Chase did not share it. It is another reason why I attached everything that is seen when my account is logged into, during my dispute. It shows what Chase shared, and what it did not. 

In closing this what happened with my dispute. 

The dispute started at the end of XXXX in XXXX, and therefore, Chase can not be contacting me in XXXX of XXXX. The clock started with the initial contact. It was worth noting that I made copies of my statements and sent them to Chase, with the amounts highlighted, that I was disputing. Chase knew what amounts and why, from the start. 

During the dispute process, I was denied the opportunity to address documentation and information provided by the merchant, and I was never told who Chase was communicating with. My only dispute is simple. It involves two people. XXXX XXXX and myself. Communication with anyone besides her and I, the merchant was not contacted. 

As a result, my dispute was handled right and my money needs to be returned.