Consumer complaint received 2023-05-20
Company: JPMORGAN CHASE & CO.
State: CO
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 the XXXX of XX/XX/2023, I signed a contract ( attachment 1 ) with XXXX XXXX and XXXX XXXX to move my furniture. On the initial phone call they provided a total estimate of {$4800.00} and required that I pay a deposit for the estimate. We paid a deposit of {$1800.00}, specifically for the total price of {$4800.00}. Weeks later, ( after the 3-day period for a full refund ) they had an estimator come to our home to update our furniture estimate. The moving company then called us over the phone to update our moving bill to a total of {$9000.00}. They were asking for an additional {$1900.00} on that phone call with {$2600.00} being paid at pickup and another {$2600.00} at delivery. These numbers were given over the phone which were taken down on a note pad ( attachment 4 ) As this was nearly double the original amount we asked for a full refund which the company denied. They offered a 50 % refund. After demanding a full refund and their refusal, I called the Chase customer service department and told them I believed this to be a bait-and-switch fraud. The contract provided by XXXX in attachment 1 page 7 specifically says the original estimate is binding and that it will not change unless you order additional services, add additional items or additional weight not in the estimate. During the initial phone call we provided the estimator a comprehensive list of all pieces of furniture. There is no reason the estimate should have doubled other than fraud by XXXX as I had already paid a deposit. 
The Chase customer service rep asked if I wanted to start a chargeback which I agreed to. At this point, I asked Chase customer service if I needed to communicate with the Allegiance moving company any further, and the representative stated that I did not and that Chase would handle the case and let XXXX know I was canceling on my behalf. 
The moving company continued to call us nonstop about this and we were ignoring the calls as advised. I called Chase once again to clarify If I should answer the phone calls from XXXX. Chase again said that I did not need to respond to them. Finally, the day before our scheduled move, XXXX left a voicemail that they were going to send a truck for pickup, we called back and said we had canceled their services to which the rep from XXXX became very hostile and cursed at us. 
When I got the first response from Chase, they stated they denied my claim because the Merchant properly disclosed a limited return or cancellation policy at the time of the transaction. XXXX electronically signed the cancellation policy. XXXX  is entitled to only 50 % refund. Chase took back the full {$1800.00} amount. I repealed their decision and sent them a letter ( attachment 2 ) better trying to explain my situation. Chase once again denied my chargeback with no money returned ( attachment 3 ). 
Chase provided poor advisement to me in this case offering a chargeback and then ultimately denying my claim. By the time Chase gave its first decision, we could not get the 50 % refund because they told us we did not need to contact XXXX moving and the original moving date was already passed.

Company response to consumer: Closed with monetary relief