Consumer complaint received 2023-02-06
Company: JPMORGAN CHASE & CO.
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On Sunday, XX/XX/XXXX, I went to XXXX XXXX on the XXXX XXXX XXXX, XXXX TX to one of my routine face treatments with my mother, also a customer. 
When I was at the register, to book my other appointment, I was addressed by the CEO & Founder of the store XXXX XXXX XXXX, who talked about purchasing another cosmetic procedure ( that did not include any product or cream ). This beauty procedure was a Neck lift that would be delivered in 12 sessions starting in XX/XX/XXXX. The cost was for {$3200.00}. 
I was in front of the register very hesitant of making the purchase with my Chase card on my hand to tip {$20.00} for the session I had just been given. XXXX XXXX XXXX kept on talking about the great benefits of the Neck procedure and took the card from my hand and personally made the payment through the credit card reader for the Neck Lift and XXXX ultrasound treatment at XXXX XXXX, as shown on the receipt attached to this letter. 
I immediately requested to stop because I didnt want to continue with the transaction. I told her I did not want to move forward with that service. She, said that unfortunately, it had already been processed. I demanded right away for the transaction to be canceled. Not even two minutes passed when requested the cancellation of the payment, but I was told ( and there are witnesses ) that, since it was Sunday at XXXX XXXX, no one in the main office would be able to answer and process the annulation and refund of the transaction, that it would take several business days to refund it Then, she manifested that in order for the transaction to be cancelled I had to sign some documentation for them to make the refund of the transaction. XXXX XXXX said I should not worry because in the receipt it said that transactions would be refunded within 7 days, and since I did it that day, there would be no problem. 
In good faith, and since I am still their customer for a service I acquired, back in XXXX for {$3500.00} that has been fully paid, I believed what I was told that Sunday. ( After I opened a dispute with Chase Bank, XXXXXXXX XXXX XXXXXXXX  has not provided the last six sessions of the previous service ). 
I requested a copy of the document I had signed for the refund, and XXXX XXXX said it had to stay in the store. I was given a business card with her phone number. She assured me that it would be taken care of. Since it was XXXX XXXX  the store had to be closed and I was escorted to the door. 
On Monday, XX/XX/XXXX, I called the phone number. Left several voice messages and I was not able to contact or communicate with anyone from the merchant. Therefore, I opened the dispute charge on XX/XX/XXXX, as specified in the banks records. Two days after the transaction was made. 
After several calls, and visits to the store and being told that the manager was not available that she would get back to me, I contacted the merchant again on XX/XX/XXXX via text message, then on XX/XX/XXXX through email. I am attaching the email correspondence, text messages with the merchant and the scanned receipt of the transaction. 
I am very concerned because the merchant has abused my good faith and took advantage of me when I had my card out in front of the register. Instead of the {$20.00} for the tip, I was charged {$3200.00} for a service I did not verbally agree to. I did not receive a device, cream, or product or service that day. 
I XXXX a formal letter requesting the refund. The merchant contacted me to deny it all. The merchant will not refund the money. I, again, did not agree to this purchase, I requested the annulation of the transaction that same day. I was told by the CEO of the company, that I would have the transaction cancelled. It has not occurred. 
The Chase Bank has not resolved the dispute. The merchant sent the bank my previous Driver 's License information along with a document that authorized the purchase, however, I did not agree to purchase anything.

Company response to consumer: Closed with non-monetary relief