Consumer complaint received 2024-08-27 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: WA

Complaint narrative:
On XX/XX/year>, I purchased a leather bag ( using my Chase Sapphire Reserve credit card ) in XXXX, XXXX from XXXX XXXX XXXX XXXX XXXX for XXXX but the merchant incorrectly billed my credit card for {$1700.00} ( which was {$1500.00} more than the exchange rate for the price of the bag ). I have been unable to contact the merchant as their phone number is disconnected and Chase Bank will not reimburse me for the additional amount I was charged. 

On XX/XX/year>, I noticed the charge on my credit card and thought it was fraud. I then canceled my card and issued a claim to Chase Bank for the charge, which Chase reimbursed me for on XX/XX/year>. 

On XX/XX/year>, Chase re-billed me for the full charge citing that they determined the charge was not fraud and noting that I received a benefit from the transaction. I called Chase Cardmember Services on XX/XX/year> for more information and was told that the charge was not fraud because my card continued to be used after the transaction. 

I deduced that I must have been overcharged for the purchase of the leather bag but I could not find the receipt from the transaction as it occurred over 2 months prior. Chase Cardmember Services advised that I open a dispute for the overcharge and provide any information I had available. I then opened a dispute on XX/XX/year> and included an explanation, a picture of the bag and the price tag attached to it showing the price was XXXX. 

On XX/XX/year>, Chase sent me a letter asking for more information. I called Chase Cardmember Services the same day and explained the situation and the agent said that I did not need to fill out any forms or provide additional information as their disputes team would review the information I had already provided. 

On XX/XX/year>, Chase closed my dispute and sent me a letter stating that they reviewed the information available and found no evidence of a billing error. I then called Chase Cardmember Services the same day and was advised to open another dispute with additional information. I asked the Chase Cardmember Services agent to transfer me to the disputes department to discuss. The disputes team was unable to help me and assured me that their supervisor would call me back within XXXX business days. I never received a call back from the Chase disputes supervisor. 

On XX/XX/year>, I found my receipt from XXXX XXXX XXXX XXXX XXXX for the leather bag and opened a dispute with Chase Bank for the overcharge and included a copy of the receipt with my dispute. Chase closed my dispute the same day and sent me a letter noting that I may have a valid complaint with the merchant but Chase determined the transaction was valid and no billing error occurred. Chase did not provide any additional information in the letter to explain how they determined the transaction was valid. 

On XX/XX/year>, I called Chase Cardmember Services twice and was disconnected both times. I called Chase Cardmember Services again on XX/XX/year> and was advised by the agent to send a letter disputing the dispute. As this information conflicted with the information in the last letter from Chase, I tried to reach the Chase disputes department by phone several more times in XXXX, XXXX and XXXX to clarify their recommendation for next steps. I was not able to reach the Chase disputes team. 

On XX/XX/year>, I visited a Chase Bank branch and a banker reviewed my dispute and the evidence I had provided to Chase. The Chase banker agreed that my dispute was valid and that Chase should refund me the overcharged amount. The banker escalated the issue through the Chase disputes management chain for 2 hours and 30 minutes only to be told that my last dispute was invalid as it was beyond Chase 's policy requirement for disputes to be initiated within 60 days from the transaction date. 

Chase should consider my last dispute to be valid and within their policy requirement as I originally initiated my dispute of the charge on XX/XX/year> ( which was 7 days after the transaction date ). Given the evidence and information I have provided, Chase should provide me with a refund for the overcharge.

Company response to consumer: Closed with explanation