Consumer complaint received 2019-09-28
Company: JPMORGAN CHASE & CO.
State: OH
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:
I disputed a charge made on a Chase credit card for a moving service that did a terrible job and damaged several pieces of furniture. It is my understanding that the FCBA allows for disputes of service charges as long as they were over {$50.00}, and this is for a charge of {$140.00}. The following is the timeline of events : XX/XX/XXXX : I called to report the dispute from the moving company. 
XX/XX/XXXX : I receive a generic secure message from Chase stating they received my information XX/XX/XXXX : I received a call from Chase at XXXX. I return the call at XXXX. I supplied the requested details ( my estimated cost, date of service ) XX/XX/XXXX : I receive a generic secure message from Chase XX/XX/XXXX : I sent pictures through the secure message center because I wasn't sure they went through with the initial message XX/XX/XXXX : I got a call from a Chase representative at XXXX who asked questions. I answered them and then I sent another secure message asking for more information. 
XX/XX/XXXX : I received a generic secure message from Chase XX/XX/XXXX : Chase sent another generic secure message stating that my message was received XX/XX/XXXX : I received a call from Chase at XXXX. I was at work and couldn't answer immediately, so I returned the call at XXXX. The representative was rude, told me she didn't know anything, and said that a letter had " literally '' just been generated. I wrote a secure message to Chase asking for more information. 
XX/XX/XXXX : I got an email that the company that I am disputing the charge with responded. I am told that I have until XX/XX/XXXX to sign a letter and fax, email, or mail it stating whether I still dispute the charge. I sent a secure message stating that I am still disputing the charge and requesting what specific information is needed so that I can help Chase in any way possible. I never received a response to this question. 
XX/XX/XXXX : Yet another generic secure message from Chase. 
XX/XX/XXXX : I received a call from Chase at XXXX. Again, I'm working, so I returned the call at XXXX. The representative said he didn't know anything and couldn't do anything. He transferred me to someone who he said would be able to help. The person didn't answer, so I left a voicemail asking what was needed from me. I never received a response to this message. 
XX/XX/XXXX : I got an email that I have a new statement/document. I log in to check on it and it says that the charge is considered valid because " We contacted the merchant to discuss the disputed transaction ( s ). We reviewed the information available and found that the merchandise was provided, and you didn't return it or make arrangements for the merchant to pick it up. We can't confirm that you're due a credit because the merchandise was not returned to the merchant. '' This was a dispute about a service. There was no merchandise to be returned. I am clearly not being listened to. 
XX/XX/XXXX : I called the service center again, and get yet another person who says they don't know anything and can't do anything. Finally the woman put me on the phone with her manager. He gave me several untrue statements, saying that I failed to answer multiple attempts for communication. Please see the above timeline of communication. He told me I never provided an official estimate of the cost of the damage, which I was never asked for, even when I asked what specific information that was needed. He had no answer as to why the charge was reinstated on XX/XX/XXXX when the signed letter was due XX/XX/XXXX. He said that I am unable to speak to anyone other than him. He said that what I needed to do was to send in the invoice for repairs or the cost to replace the furniture. He said this was the missing information that was needed for the dispute to be considered valid. 
XX/XX/XXXX : I sent the signed letter and the cost to replace the furniture via fax. I also emailed an invoice estimate from a furniture repair compare company through the secure message feature of the website. I have completed both options that he said would be successful in the dispute. 
XX/XX/XXXX : Another generic message from Chase, stating that the information was received and would be responded to in 1 business day. 
XX/XX/XXXX : I called the customer service center. The woman I spoke with verified that she could see the notes about sending in the invoice and that the invoice had been received. 
XX/XX/XXXX : For good measure, I sent the signed letter due XX/XX/XXXX through the secure message center, even though it had been previously faxed. 
XX/XX/XXXX : Another generic letter from Chase XX/XX/XXXX : I got a message that the charge is valid. I called to ask why, when I provided the information that I was told that I needed, I got this letter. The manager said that you can not dispute a service based on quality. I told him that based upon the Fair Credit Billing Act, you can, and that is why I was able to dispute in the first place. He said that you should cancel the service before the poor service performed. I asked him how I was supposed to do that when I didn't know the service would be poor. He couldn't answer. I asked him why I was asked to provide specific documentation, and then that specific documentation wasn't accepted. He said that although he could see notes about it, he couldn't answer about a team member 's conversation and couldn't stand by the information that he verified that the supervisor told me. He also couldn't answer why the case was closed before the date I was told I needed to respond had passed.

Company response to consumer: Closed with monetary relief