Consumer complaint received 2021-07-31
Company: JPMORGAN CHASE & CO.
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
On XX/XX/XXXX I performed an internet search for moving/storage companies for our relocation to XXXX, North Carolina from Connecticut. XXXX XXXX XXXX XXXX XXXX was one of the companies I found online and requested an estimate from. I spoke w XXXX XXXX and he led me thru " estimate process '' by asking me to go thru each room for furniture count and also a count of boxes/bins. He provided me an online estimate with a digital contract and stated their policy is they take a 1/3 deposit on day of booking, 1/3 when movers show up and 1/3 upon delivery of goods. He said they only accept payment through direct checking account ( do not accept credit cards ) so he would send me a link to process the initial payment of {$1200.00}. I clicked the link he sent and entered my routing and account number. My estimate window for their services he provided was XXXX XXXX and he said that 7-10 days prior to the move they would call to give us the set date and times. He said at the time we could change dates up to 3 days before or after as well. We called ourselves because no one called us 7-10 days in advance and I also emailed XXXX XXXX and he did not reply. The man I got on the phone was helpful and said he would get back to me to confirm XX/XX/XXXX. No one did. We called again XX/XX/XXXX and spoke with someone named XXXX ( no last name provided ). Told him we would like the set date of XX/XX/XXXX and if we could change us to the XXXX - that would be great. He spoke w my husband and asked to go through the estimate again room by room. At the end of it- the " estimate '' INCREASED by {$7000.00} and he said he would provide us with a dedicated 26 ft truck and 30 days free storage ( which we needed ) but we owed more of the down payment to complete the first 1/3 of the estimate since it increased. After he hounded us at XXXX, we paid another {$3200.00} but this time on a credit card because he said they began accepting them again ( first XXXX, then he called back to say they dont take XXXX- so then Mastercard ). The {$3200.00} charge was put through on XX/XX/XXXX. XXXX also told us he is guaranteeing our movers come on XX/XX/XXXX between XXXX he sent us an updated contract and we digitally signed it. XX/XX/XXXX at XXXX my husband called the company to confirm the truck and movers are on way. He spoke with someone names XXXX- he confirmed and said the name of the company was " XXXX XXXX Movers. '' The ENTIRE time frame passed- NO ONE SHOWED UP. We called at XXXX, was disconnected 2xs and then I was put on hold for 90 minutes. Spoke with XXXX- he transferred us to XXXX who then transferred us to XXXX XXXX ( funny same last name as the original guy ). They were rude and threatened us and told us they will not refund us. We said they have to as we paid for a service that never happened. They said they could send movers on XX/XX/XXXX and it would be another company- we said that is too late, we HAD to be out of our home prior to that. They told us that we canceled then and we are in breach. We said we did not cancel- you did not show up on the contracted day. After some research online, they have done this to others and frequently change their business name so the negetive reviews don't catch up with them. They operate under several mailing addresses as well. We disputed the {$3200.00} charges with our XXXX  XXXX Mastercard but the initial {$1200.00} we paid directly through our JP Morgan Chase Checking checking account is unable to be retrieved by Chase Bank. Chase told us because we willingly entered the account information they can not help us.

Company response to consumer: Closed with explanation