Consumer complaint received 2024-01-02 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: PA

Complaint narrative:
I complained to CFPB on XX/XX/XXXX (#XX/XX/XXXX), but did not receive Chase's response almost 3 months later on XX/XX/XXXX. Now I have to ask Chase, why after 6 billing cycles - half a year, my dispute is still not resolved? I even did not get official letter from Chase. When I initiated the dispute case, Chase promised to me that it wil take up to two billing cycles to resolve the dispute. I even called Chase customer Service recently, the guy who answered the phone said, "2-3 business days! "Are you kidding?" I answered, I don't believe any Bank/ Credit Card company can resolve a dispute case so quickly, if they do thorough investigation.

Since I moved into a large retirement community - XXXX XXXX XXXX XXXX on XX/XX/XXXX, I was only looking for peace for the rest of my life. Unexpectly, my nightmare life starts there. I cannot complained XXXX, it tried to do a good job. But it happened at XXXX. For instance, I intent to make a new complaint against Chase-Amazon credit card both on yesterday (XXXX XXXX XXXX) and today (the XXXX XXXX XXXX XX/XX/XXXX), but my PC did not let me. When I turned PC on in the real early morning, before XXXX XXXX, the computer was turned on. But then it turned to a black screen, I cannot find the mouse anywhere, which means I cannot use the PC at all. If it just happens today, I may think it is PC problem. But it is always like that, with all kinds of problems, either the PC internet was disconnected, somebody can even get on my PC to delete the info as much as he wanted, or fed me false info, such as my friend called me three times via XXXX XXXX, or leave her voice to my phone message, or blocked the call from my niece who invited me for XXXX. Somebody took out XXXX from one of my savings accunt and opened a XXXX account. It looks I did not loose money, but some body can get into my account which never happened in the past 20-30 years. It s very scary! Another account, all of  a sudden, within one month, from beginning account balance XXXX to closing balance XXXX. When I called the customer service, the answer emphasized the money was still there. It was extremely annoying! It really disturbed my XXXX life, I could not sleep well (only 2-4-hours/ night), I could not eat normally either. It has been 7 months already. I want to make a new complaint to CFPB about Chase-Amazon VISA card, PC does not let me. Without internet connection, without find Chase's response which I stored in PC, how do I do it? I even thought about to mail in the complaint to CFPB, but the snail mail is very slow during holidays, I am afraid that I may miss the deadline XX/XX/XXXX. What is my choice? With so much pressure in my life, I may develop any kind of mental problems faster. It will really be "Dream Come True" to those bad guys. Because they really want to create such problem for me. Being honest, I don't have any XXXX XXXX problem yet, I can past all of the mental tests easily and quickly. But I really don't like so much pressure in my life. I know this is not CFPB's job, I sincerely hope that CFPB can help.
I did consult my credit card (XXXX XXXX) representative, she tried her best to help. And she gave me the 800 number of XXXX XXXX XXXX, hope they can help. So I called that number immediately. XXXX answered the phone. He asked me so many questions, perhaps more than anybody else asked me before. He also said they do have investigators, the investigation process may be less than a month. I was full of hope, and thought that was what I really want. After one month, I called that number again. I was told even the investigate was done, but they will not disclose the result to the person who reported the case to XXXX XXXX XXXX. Disappointing! I don't have the authority to investigate, If I do, I don't mind to spend my time, my energy, even my money to do thorough investigation!

So I have turn to CFPB again. I called CFPB, asked about whether I should choose to respond to the Chase's response (XX/XX/XXXX is the deadline) , or bring a new complaint with different content. The most bothersome thing was that Chase only investigate the trouble maker - XXXX XXXX and believe it. If XXXX XXXX is an honest company and acknowledge their mistakes and correct it, I don't need to bring up this dispute case today. Since this happened, the following cases happened, I did not have any good luck, I was imposed to pay the money such as Chase, or impose to bring up some false dispute, such as Chase, or erase some dispute case (I even don't know the case number, the date that I initiated the dispute and so on, but Chase controls everything! I am afraid that I will have much worse revenge in the near future). I really cannot recognize this is Chase which I was with at least for more than 8 years). If it was like that in the past years, I definitely will leave. It is absolutely a chaos!  Even I had record in my PC, which year I started to open an account with Chase, how much products I have purchased with this credit card, how many reward points that I received from Amazon. How much money I have left with Amazon gift card and so on. But now the info is all gone. Somebody got on my PC and deleted all the info. I cannot believe this. And I met at least five representatives of Chase who was lying left and right. I still cannot believe them are Chase's representatives.

(1)	I mentioned in my #XXXX-XXXX   After I discovered that XXXX XXXX REBILL me at the middle of XXXX (later on, I found in fact,  XXXX XXXX REBILL me on XX/XX/XXXX, but Chase never informed me like they previously always did to send me an e-mail to confirm the purchase, if they feel some charge was fraudulent, or unauthorized. That way, they can prevent many false charges from happening. But now. Chase has a complete different approach, that's why it made me feel that Chase does not want to protect its own long time, faithful customers anymore. Since Chase accepted the REBILL, but why Chase did not posted REBILL online immediately, but waited two months? This is the question that Chase must answer. Transparency is the key to solve a lot of problems. But in the entire past half a year, Chase does not. Chase has to take the consequence of what they intent to hide, or cover up. Otherwise why did they do so?
When I called Chase Dispute Department after I found the ReBill XXXX by XXXX XXXX in the mid of XXXX, the lady who answered the phone told me that "XXXX XXXX claimed REBILL was an ERROR. "  She also told me that (Dispute case is closed.)  Did I dare to suspect that lady lied to me? Not at all. Because she represented Chase Dispute Department at that time. How do I dare? How do I found out? The next day morning, I called Chase again. This time a gentleman answered the phone. He does not know anything about XXXX XXXX claimed the REBILL was an ERROR ... Which indicated clearly that the other lady was lying, that way, she can escape from my questions easily. I wonder why Chase agreed to close the dispute case, even before they had any conclusion. It can only indicate there may have some bad conclusion come out afterwards.
(2)	 I recently called Chase customer service and talked to a representative XXXX. He told me after XX/XX/XXXX billing cycle, I had two charges. I said only one in XXXX with the amount of XXXX. He told me there is another one charged on XX/XX/XXXX by XXXX with the amount of XXXX. I was not aware of the charge at all, that was FRAUD; if you purchase something and paid the charge, but later on the merchant did not deliver the products, or not deliver the service like my XXXX XXXX case, that belong to DISPUTE. That was the only thing I learned from him. But it finally turn out he is a lier. I told him at this point, Chase-Amazon is the only credit card that I can use during holidays, please dont close the account. He promised me not to close the account. He said he can do any dispute for me. I thought he was not from the dispute department. I had better to call the dispute department myself. But I did ask him to give me dispute department phone number. He gave me three numbers. And then he put some music on and left. This is not what I expected. So I called the customer service right away. XXXX answered the phone and she told me that my account was closed by him. What a dishonest man! I called the three XXXX number that he gave me one by one. It turn out that none of them is a correct one? Can you believe this is Chase's representative? He is only an XXXX XXXX! What else can I say?

(3)	Since I mailed Chase priority mail on XX/XX/XXXX, and tracking number told me that Chase did have somebody picked the mail from a local post office at XXXX XXXX on XX/XX/XXXX, I ORIGINALLY THOUGHT IF Chase took my case seriously, they had chance to correct their mistake. They can took off the statement balance, and put the correct number in. It should be minus, I should have XXXX credit there after I paid XXXX on XX/XX/XXXX, I did not own Chase a XXXX. I even should not pay a XXXX on XX/XX/XXXX. But Chase is so big, so arrogant, so Chase choose to ignore my priority mail,  and they even did not bother to read it. Regardless I mentioned in my mail that I refuse to pay the statement balance XXXX. And I also presented my calculation how and why I paid XXXX XXXX the extra credit XXXX to Chase on XX/XX/XXXX. It was so clear, But Chase missed the opportunity.

(4)	I called Chase customer service on XX/XX/XXXX, and asked them to connect me to a local manager, Because I did not hear from Chase, XX/XX/XXXX is my due date. If I dont pay the statement balance, Chase could look after me, they can put close to 30% interest on me. Since the statement balance is quite high (XXXX) due to Chase imposed on me (Chase accepted XXXX XXXX REBILL), if I dont pay, within 3 months, the balance will be doubled. And What Chase will do? We can all imagine. It is not worth to discuss with an unreasonable Chase. So I paid XXXX statement balance which I should not. 

(5)	I found there is a XXXX credit from XXXX XXXX in my account. I did remember on XX/XX/XXXX, THE DEPARTMENT OF Finance at XXXX asked me to submit my Power of Attorney ASAP. Although there are many places offer notary service such as many banks, but very few places can do POA. It was difficult for me to find that XXXX XXXX XXXX XXXX XXXX XXXX XXXX can do it.
I begged two XXXX XXXX residents to be the witnesses, three of us drove to XXXX XXXX. On the way, we also stopped at XXXX place on XXXX XXXX, they did offer notary service, but not do POA. So XXXX  a nice guy, signed his name and put his notary public seal down, I and two witnesses all signed our names and addresses in XXXX XXXX. XXXX only charged me XXXX, very inexpensive. When I found the XXXX credit from XXXX XXXX. I called Chase immediately. When I asked, Chase said, You initiated a dispute. I never did. After I think it over and over, I decided to call XXXX, and ask him why he gave that XXXX off. After I reached him, he told me that he did not know the process at all. Some other people did it for him. I told him the situation. And said I dont mind that Chase recharge me. He said Thank you! I appreciate your honesty and effort. So when I called Chase again, that XXXX credit was gone. Somebody must know that I called. How doe that person know? I have no idea. These are part of the weird things happened to me since I moved into XXXX. Is this person who told me that I initiated the dispute honest? I dont think so. But he may not know the details. But I still dont think that Chase had very good honesty training for its employees.
In Cases response, it mentioned that XXXX XXXX delivered two monitors to me, and I returned two monitors to store. It was completely lying. XXXX XXXX did gave me credit XXXX twice, not because XXXX XXXX delivered two monitors to me, only because XXXX XXXX is such a chaos Store, they cannot find XXXX products that I ordered on XX/XX/XXXX for months and gave me credits XXXX twice, Those people just dont know what they are doing. In order not to take any responsibilities that they should. They were lying! And only Chase investigator believed the lies. How come they never came to me, and asked me why I initiate the dispute? What happening, and whats going on? With common sense, lying can sometimes escape from the tough reality and cruel facts, but not always!  Hopefully, this case is the exception!

First of all, I would like to ask Chase to tell me which day XXXX XXXX delivered two monitors to me, who received them? Whats the prove? XXXX has very strict secret service  XXXX, without permission, nobody can get into XXXX. Which day I returned two monitors to store, to which store with address? Who process the return? Whats the prove? 

Second, Why Chase believe XXXX XXXX  so much? Why did two of them united to persecute me? Why? Why? Why?  I did not know you before. There is no reason that you could be my enemies. Chase must answer the second question. Otherwise Chase cannot do this kind of bad deal without logic, without common sense.

Third, why one dispute case, had two different case numbers? Did Chase intentionally do that? Did Chase wanted the dispute case lasted that long? For more than 6 billing cycles, half a year? I never heard any other credit card banks/ companies took that much time to solve a dispute case. Did so dedicated team as Chase dispute department work very efficiently, if not opposite? If Chase plan to look after me at the first place, I would say it is not a dispute, it is a set-up. As a credit Card bank. Is it legal to do so? If not, please stop immediately!

Company response to consumer: Closed with explanation