Consumer complaint received 2024-07-30 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: CO

Complaint narrative:
This complaint is in regard to the unprofessional, confusing, questionable behavior of my credit card company, Chase Bank. 

Background information : I purchased windows XX/XX/XXXX. I paid the deposit with my credit card. XX/XX/XXXX, they semi-installed the windows. The company never showed up for the walkthrough, refused to confirm the specifications of the windows, or complete installing them. I put a dispute on my credit card related to paying for a product and not receiving the product ( the installers lost the yellow stickers and there are no serial numbers on the windows/door. I requested the installers and the window manufacturers to confirm the specifications and they refused. ) Chase Bank has been acting like the window installers and it is confusing me. They demanded I prove the windows aren't the windows I ordered. Since they are lacking any serial numbers, and the companies refuse to confirm the specs I can not. I can show them pictures of the same model window purchased XXXX years earlier that doesn't even resemble what they semi-installed into my home. I realize that isn't really proof ; it just confirms they look different. The fact that the companies refuse to confirm the specifications, the lack of serial numbers and the windows looking different would be my proof. Chase Bank has made no demands upon the company for proof of the specifications or whether they are legitimate while making repeated demands upon me. Chase Bank closed my original dispute prior to the date they gave me to supply documents. They then opened it and closed it again. 

I then find from my local Building Department, the company doesn't have an active business license. They let their business license go to inactive on XX/XX/XXXX and were operating illegally in my home on XX/XX/XXXX. I put in another dispute and filed a complaint with the CFPB in regard to the unprofessional handling of my previous dispute hoping for a more professional, fair handling of the dispute. Chase sends me a letter dated XX/XX/XXXX stating they opened the dispute. They then send me a letter dated XX/XX/XXXX saying they closed the dispute. It is an extremely confusing letter and I have attached it for your reference. It makes reference to a billing error. I do not know where that came from. What billing error? I charged the deposit in XXXX. The amount is accurate. What is not accurate is the windows. They did not deliver the windows I placed the deposit on. They then state they " notified these credit reporting agencies that you disagree with the resolution of the dispute. '' Why would the credit reporting agencies care? There is no debt owed. I paid off my credit card in XX/XX/XXXX. They then say " Please follow the instructions on your statement for how to make your payment. '' I make my payment on time, in full, every month. They would know that ; so what payment are they talking about? " Because we have conducted a thorough additional review of your dispute and can not find a valid billing error, we will not respond to future correspondence from you about it. We appreciate your patience and cooperation. '' The dispute was never in regard to a billing error so that is confusing. What thorough review? The letters are dated exactly 1 day apart. I received a phone message from their dispute department stating I did not supply some document and they denied my dispute. It was scratchy and difficult to interpret. I called back, but I have not received a response yet. 

This whole experience has made me question who monitors our money. Chase Bank could not be more confusing or unprofessional. They are XXXX of the largest banking institutions in our country and yet they appear to follow no rules or regulations that I can see. In the past they responded with pretty words that did not pertain to the argument. That would anger me, but at least it was in a public, monitored forum for others to learn from and legislation could be enacted. They now respond with confusing issues that appear fabricated by themselves ( billing errors, payments due, credit reporting agencies ) while ignoring my issues ( paying for a product that I did not receive ).

Company response to consumer: Closed with explanation