Consumer complaint received 2024-07-05 00:00:00
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.
State: WY

Complaint narrative:
Subject : Dispute Resolution and Customer Service Concerns Chase Bank Customer Service, I am writing to express my profound disappointment and growing distrust in Chase Banks ability to honor contract agreements and prioritize its customers. My recent experiences have left me questioning the integrity and competence of your dispute resolution process and the commitment to customer service that I once valued in my long-standing relationship with Chase. 

For years, I have been a loyal Chase customer, utilizing both personal credit cards and banking services without issue. This loyalty extended to my professional life when I opened a business checking account and business credit card with Chase after XXXX XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX However, my recent experiences with your dispute resolution process have severely tarnished my trust in Chase. 

I initiated two disputes with Chase regarding issues with merchandise purchased through my business account ( account number ending in XXXX ). The first dispute involved non-receipt of merchandise, confirmed by the delivery company as delivered to the wrong address and signed for using their name, not mine. The second dispute concerned merchandise that was not as orderedcompletely different from what was documented on the invoice. 

Despite notifying the vendor within minutes of delivery and requesting return labels, I encountered significant resistance and non-cooperation. Efforts to resolve these issues directly with the vendor failed, leading me to file disputes with Chase. 

I proactively followed up with Chase on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/year>. After receiving an email from Chase stating they needed more information, I called and provided everything requested. The email instructed me to call, not that I was restricted to responding by letter. During these calls, I provided all necessary information, including delivery confirmations from XXXX and detailed descriptions of the items ordered versus received. I was assured by Chase representatives that my cases were documented and no further action was required on my part. 

To my dismay, I later discovered that both claims were ruled in favor of the merchant because Chase did not receive a written response from medespite being told that my phone conversations sufficed. This miscommunication and mishandling of my disputes represent a blatant failure to correctly manage legitimate chargebacks supported by invoices and shipping documents. 

This experience reflects a severe lapse in Chases customer service and dispute resolution process, unfairly placing the burden of mistakes on customers who trusted the bank. I urge Chase to reconsider these disputes with the evidence provided and to take immediate action to rectify these issues. 

I hope for a swift and fair resolution to restore my faith in Chase Bank.

Company response to consumer: Closed with monetary relief