Consumer complaint received 2024-11-27 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: FL

Complaint narrative:
Subject : XXXX XXXX Chase Credit Card XXXX XXXX in Dispute Resolution and Bank Failure ; Court ruled in favor of XXXX  ( me ) To Whom It May Concern : I am writing to formally request an investigation into Chase Credit Card Services ' handling of a dispute on my credit card account ( ending in XXXX ). I believe Chase acted negligently and failed to exercise due diligence, causing significant financial and emotional distress to me and my family. I ultimately went to court against this XXXX who I paid for services not rendered. I request CFPB to review my request and take disciplinary action against Chase as well as order Chase to provide me a refund for the {$10000.00} I had paid this fraudulent vendor for services not rendered.The court ruled in my favor reviewing within 2 hours in court, the same documents I had provided Chase in while Chase reviewed these documents for over 6 months and turned me down multiple times. I even sent 2 legal letters to Chase to review the documents I sent back to them and Chase did not even respond. Clearly, the bank believes they can treat their customers however they want with no regard for the distress they caused me and with ZERO accountability in spite of me being a card holder for over 15 years.The court has now ruled in my favor against this XXXX but because Chase has been so negligent over a year and not reviewed my documents and taken the correct action at the right time, I might not even be able to collect my money from the XXXX. Overview of the Dispute : On XX/XX/year>, I disputed a charge I made for {$10000.00} to a fraudulent XXXX, XXXX XXXX, hired for a bathroom renovation in XXXX XXXX, FL. The XXXX was later found guilty of unlicensed activity by the XXXX XXXX XXXX  XXXX and XXXX XXXX ( XXXX ), which issued a cease-and-desist order against them. Despite providing overwhelming evidence of the XXXX 's fraud and failure to deliver the agreed services, Chase ruled against me multiple times. After the first time, I was ruled against, I requested that the dispute be reviewed as Chase never gave me any of the documents the merchant had sent back to review. This time, the disputes team and customer service repeatedly told me Chase had made a mistake and not followed their process correctly so would refund my money. In spite of this, I was ruled against again. I requested the XXXX XXXX to review my documents including receipts I had cancelled which the merchant claimed they had bought. And Chase ruled against me again. Ultimately, I had to seek legal recourse in XXXX XXXX XXXX XXXX, which ruled in my favor on the same evidence I provided to Chase. Failures in Chase 's Dispute Process : Chase 's dispute resolution process was severely flawed and lacked transparency. Specific issues include : Failure to Review Evidence : I provided documentation including second-opinion evaluations, canceled receipts, and proof of fraud.The court, reviewing the same evidence, ruled in my favor within two hours. Inconsistent Communication : Chase representatives repeatedly gave contradictory statements, including assurances that my claim would be ruled in my favor.I was told at one point that Chase had identified irregularities in their own process, yet no corrective action was taken. Neglect of Customer Communication : I reached out to the Chase XXXX XXXX in XX/XX/year> after the dispute was initially mishandled. The representative assigned to my case failed to provide updates despite multiple attempts to contact her via email and phone. XXXX of Fraudulent Documentation : Chase accepted incomplete and falsified documentation from the XXXX, including receipts I had canceled and multiple blank pages. Lack of XXXX XXXX : Chase allowed an unlicensed XXXX to retain funds for fraudulent services despite XXXX 's cease-and-desist order. Supporting Evidence : Attached are the following documents for your review : XXXX XXXX XXXX XXXX XXXX judgment ruling in my favor. Correspondence and evidence submitted to Chase, including canceled receipts and second-opinion evaluations The XXXX cease-and-desist order against MW Construction. Communications with Chase XXXX and the XXXX XXXX. And letter from Chase stating that the charge by MW Construction was valid. I will call the CFPB XXXX XXXX XXXX and see how I can e-mail this information over. Impact on My XXXX ordeal has caused significant financial and emotional distress. My family relocated to Florida for my daughters tennis training, and instead of support from Chase, we faced months of harassment. Chase 's failure to protect its customer forced me to incur additional legal expenses and endure unnecessary stress. Requested Action : I respectfully request that the CFPB investigate Chase 's handling of my dispute for negligence and procedural failures. I request CFPB require Chase to reimburse me for the {$10000.00} improperly denied. Assess Chase 's consumer dispute resolution practices for broader systemic issues. Thank you for your attention to this matter. I look forward to your response and am happy to provide any additional information or documentation required.

Company response to consumer: Closed with explanation