Consumer complaint received 2023-04-05
Company: JPMORGAN CHASE & CO.
State: NY
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:
In XXXX I hired a XXXX to replace my roof. The quote was {$29000.00}. 

I made an initial deposit by check for {$10000.00}. During the construction, the XXXX failed to file the building permit ( which I am not trying to resolve ) and water leaked into the house. The water destroyed property including a tv, computer, and XXXX. 

In XXXX on or about the XXXX, the XXXX told me that the job was done and sent me a video of the roof. I could see new shingles and I paid for the roof with a check and a credit card. I put {$5000.00} on my card and made a check for {$14000.00}. This was already accidentally more than the negotiated amount, and more problems quickly surfaced. 

I looked later and realized that I had overpaid. Then only XXXX days after I ( over ) paid, the roof started to leak water into my bedroom. I contacted to XXXX multiple times and finally he said someone will come over to look at it in a couple days. That was in XXXX. No one has come by. 

I have paid more than {$5000.00} to fix this problem. The roof was leaking in XXXX distinct places due to negligence on behalf of the XXXX. 

I filed a dispute with Chase for {$5000.00}. When I filed the dispute, the customer service representative heard my story and filed the dispute, I was given the impression that this would be no problem and my account was credited immediately. 

However, the merchant responded. The response basically said that I signed for the purchase and therefore I should pay. I received notice from Chase that I needed to respond by XX/XX/XXXX. I was having some difficulty uploading my response, XXXX went to the bank for help. They were able to help me and I realized that I could upload some things from my phone. I went home to finish uploading and called Chase to make sure my uploads were received. They told me that my case was closed (! ) It was still XX/XX/XXXX during business hours in XXXX XXXX. How could they close the case like this? When I told the customer service representative what happened, the case was re-opened and once again I was assured that I have a valid claim. 

At this point I need to say that my father died XX/XX/XXXX. The days before he died I was basically with family and XXXX waiting for a last breath. The days after were filled with the kind of grief that comes with losing a parent. 

On XX/XX/XXXX, Chase sent a letter asking for supporting materials. I did not see this letter until around XX/XX/XXXX. It was scarcely a week later. I called in to see what was happening with my case and was told it was rejected. I never had a chance to respond! I needed help at this very difficult time. 

My case was rejected not on the merit of the claim, but on a technicality. Chase has been inflexible on reopening a case. I am on the hook now for {$5000.00} plus interest. 

The {$5000.00} originally had a 0 % option which is not an option for me now. So I must pay this right away or be charged interest. I called to request this option since I am on the hook for the {$5000.00} and they said no. Again. 

Chase does not have my back as a customer. I was treated unfairly. A merchant with such poor service should not win this case. I have plenty of evidence and was not given the opportunity to present it. Instead they had the advantage of XXXX instances of a technicality. Everyone at Chase just politely listens and recites from a script that they cant do anything. No one can do anything.

Company response to consumer: Closed with explanation