Consumer complaint received 2023-12-01
Company: JPMORGAN CHASE & CO.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2023 I was hired for creative photography services by my client, XXXX XXXX. I was paid in full prior to the travel photo shoot, traveled XXXX hours round trip to perform the shoot for a group of XXXX people. I completed the services I was paid to do - despite pouring rain during our entire session. After the session, the client 's father came out to tip me for " going above and beyond '' as he put it. I edited the photos, sent them to the client, she said she loved them ( I have this in writing ) and that she couldn't wait to share what we captured with her family. She proceeded to download all of the images on that same day ( I have download activity and emails to prove this ). After client had downloaded and shared all images, she filed a dispute with her bank for the charge with the reason of " product not received ''. In shock, I immediately disputed this claim and followed the instructions to upload all evidence I could proving she did in fact receive the images she paid for and downloaded and shared them. Despite providing tons of evidence proving this allegation false, her bank ( JP Morgan Chase ) ruled the dispute in her favor and permanently withdrew funds from my Stripe merchant account that is connected to my business checking account with XXXX XXXX. When I read the notes within the dispute from her bank, they had noted their reason for ruling in their customer 's favor was that I failed to provide evidence to show that I had delivered the files to their customer. This is a complete lie, and their customer committed credit card fraud against a small business owner to get something for free. In the evidence I uploaded, I even included a screen shot of XXXX XXXX ' portrait gallery, providing all of the hundreds of images she received. I uploaded download activity and even her XXXX address, the same XXXX used when she made her payments. I included our contract stating what she received and proof on so many levels that she received all that she paid for and then some. 

I sent an email to XXXX XXXX within the dispute claim per the email in the documents attached to the claim. XXXX works at Chase bank so I sent her emails regarding this matter to which she did not respond. I have tried to resolve this directly now XXXX times before taking this step. To no avail, I've been ignored and received canned responses from XXXX saying that resolutions for disputes are final and nothing can be done. This is credit card fraud. 

Chase 's notes are inaccurate and state the reason for ruling in their customer 's favor was " XXXX failed to provide proof that they send all of the photographs. '' This isn't even written in proper XXXX so I'm guessing care wasn't taken at all in this matter and they didn't even look into it. I even emailed XXXX XXXX more times with a screen shot of XXXX XXXX XXXX full portrait gallery with over XXXX portraits in it and no response. The same screen shot that was supplied as evidence along with everything else they asked for - contract, invoice, estimate, signatures, email communication from the client stating she received the images and that she loved them, etc. 

What's more is this client has done this before. During our session, she continued to tell me about " photographer drama '' with other photographers she's hired in the past. Multiple stories. I feel this is how she operates and she needs to be reported for credit card fraud and a police report needs to be filed. 

I would like the bank to re-open this case and actually READ the evidence that I submitted, because if they did, there is without a doubt no way they could rule in their customer 's favor. I have supplied so much evidence to the contrary.

Company response to consumer: Closed with explanation