Consumer complaint received 2022-12-20
Company: JPMORGAN CHASE & CO.
State: IL
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:
Reason of dispute : I didnt receive the services what I ordered or service that was promised to me by merchant XXXX XXXX XXXX XXXX : Chase Freedom XXXX XXXX XXXX XXXX  Amounts disputed : XXXX, XXXX USD Service that was requested : I had a call with an XXXX  agent asking her what exactly I need to do to improve my ranking for a certain keyword. 

I had rated X without XXXX  help, and an agent told me to run a campaign to get around Y no. of installs per day for a specific keyword, and I should see the ranking for that specific keyword improved. 

I followed her instructions. Campaign was completed in a few days. I checked my ranking. It went from XXXX to being Unranked. XXXX is the term used when you are not ranked at all among the top thousands. 

Same happened with some other keywords also. Instead of my apps rank getting improved, it got absolutely worse which was no rank at all. I already had rank XXXX something. For someone who knows how keyword optimization works in the XXXX app store. 

It takes months, and sometimes years to get ranked on certain keywords especially high traffic keywords. It took away all the hard labor we put on our app for years, and years in just minutes because of the way they ran their service. 

We got panicked, and reached out to XXXX telling them the situation, and they said they will investigate it, and respond between 5 to 7 days. A week passed by, and no response from their side. 

Finally, I was able to schedule a call with their representative. I explained her situation, and showed her how rank got so much worse, and your service not only didnt work but, made it worse. She agreed to it and said let me see what I can do. I will get back to you. 

I even ask her to give the balance back or refund me money. She said she will investigate it. She was the same person who guided me on campaign and told me to run campaigns for certain keywords and told me what the right number of installs I will need to get higher ranking, and she said do not worry, we guarantee the rank increase. We know what our AI is doing, we know how app stores work. 



If you see their website. It has guaranteed app rank, guaranteed app downloads etc. so many guarantees, Their representative was saying the same thing over, and over, and I asked her are you sure It works, Are you sure your service will not make the XXXX app store feel like it's spam or something? 

She said No, we have been doing this for years, and we know what we are doing. 

Well, Long story short. 

After a few days, we got an email saying no, as per our policy, we dont refund. 

We actually didnt receive the service they promised and did a lot of damage to our app store reputation. 

Numbers dont lie, and they themselves acknowledge that the outcome was not just what was promised but moved us way far from the ranking we already achieved through our hard work of years. 

I am going to attach some screenshots of conversation, and rankings before, and after their service to help you understand the situation better. 

We trusted XXXX, and tried their service in a good faith, and ended up damaging our reputation on store, and XXXX just doesnt want to listen to us or help us rectify or redo or anything to make us go back to where we were. They dont want to do any kind of help after so much damage. 

And dont want to offer any compensation in any way, shape or form. 

After completely exhausted by asking them for help back, and forth. We decided to take help from Chase to dispute all the transactions. 

Thank you! 

Credit card company made decision in favor of merchant. I tried making appeal but, they said they can't accept anymore as I surpassed the dates. Below was was appeal argument : Reason of dispute : I didnt receive the services what I ordered or service that was promised to me by merchant XXXX  XXXX  that was requested : I had a call with an XXXX agent asking her what exactly I need to do to improve my ranking for a certain keyword. 

I had rated X without XXXX  help, and an agent told me to run a campaign to get around Y no. of installs per day for a specific keyword, and I should see the ranking for that specific keyword improved. 

I followed her instructions. Campaign was completed in a few days. I checked my ranking. It went from XXXX to being Unranked. Unranked is the term used when you are not ranked at all among the top thousands. 

Same happened with some other keywords also. Instead of my apps rank getting improved, it got absolutely worse which was no rank at all. I already had rank XXXX something. For someone who knows how keyword optimization works in the XXXX app store. 

It takes months, and sometimes years to get ranked on certain keywords especially high traffic keywords. It took away all the hard labor we put on our app for years, and years in just minutes because of the way they ran their service. 

We got panicked, and reached out to XXXX telling them the situation, and they said they will investigate it, and respond between 5 to 7 days. A week passed by, and no response from their side. 

Finally, I was able to schedule a call with their representative. I explained her situation, and showed her how rank got so much worse, and your service not only didnt work but, made it worse. She agreed to it and said let me see what I can do. I will get back to you. 

I even ask her to give the balance back or refund me money. She said she will investigate it. She was the same person who guided me on campaign and told me to run campaigns for certain keywords and told me what the right number of installs I will need to get higher ranking, and she said do not worry, we guarantee the rank increase. We know what our AI is doing, we know how app stores work. 



If you see their website. It has guaranteed app rank, guaranteed app downloads etc. so many guarantees, Their representative was saying the same thing over, and over, and I asked her are you sure It works, Are you sure your service will not make the XXXX app store feel like it's spam or something? 

She said No, we have been doing this for years, and we know what we are doing. 

Well, Long story short. 

After a few days, we got an email saying no, as per our policy, we dont refund. 

We actually didnt receive the service they promised and did a lot of damage to our app store reputation. 

Numbers dont lie, and they themselves acknowledge that the outcome was not just what was promised but moved us way far from the ranking we already achieved through our hard work of years. 

I am going to attach some screenshots of conversation, and rankings before, and after their service to help you understand the situation better. 

We trusted XXXX, and tried their service in a good faith, and ended up damaging our reputation on store, and XXXX just doesnt want to listen to us or help us rectify or redo or anything to make us go back to where we were. They dont want to do any kind of help after so much damage. 

And dont want to offer any compensation in any way, shape or form. 

After completely exhausted by asking them for help back, and forth. We decided to take help from Chase to dispute all the transactions. 

Thank you! 

I want to dispute the charges again, I absolutely don't agree with the charges being valid. 

XXXX said I received full services from them, and I didn't. I begged them to work with me after the rankings went completely wrong as they directed me to start a campaign for a keyword through the high volume of installs just to make extra money. Later on, I discovered how bad practice is it and I am pretty sure they do that to every client, and some of them unfortunately have to suffer consequences of going downward spiral on reputation in store, and losing audience, and potential revenue, and then, they blamed it on me.

I was okay to work with them even after the unaltered damages that I suffered, and pretty much begged them to either give me some kind of assistance in terms of refunding me for those campaigns or issue me a credit or understand the situation they have put me in. they ignored my emails until they heard from Chase - you guys about the dispute. Then, all of the sudden, I got an email saying what's wrong, we got a dispute from your credit card company. I told them why don't you read all the emails I sent you begging you to work with me.

I can provide you with those email threads.

2. Yes, I had meetings with XXXX XXXX, and in those meetings, they did their marketing where they told me what keywords to go for, and what should be the number of installs to achieve a certain ranking. they could have easily avoided this issue if they were not greedy, and had not told me to set a high install volume to achieve ranking just to earn extra money so, I consider it as not even a service. I consider that I was not provided the service I was told, and guaranteed. 

3. No, there was no clarification on terms or conditions by anyone from XXXX. I have only spoken to one person over meeting calls ever. Her name is XXXX XXXX. She was the one who asked me to increase the volume of installs. 
She kept saying we know what we are doing, and we guarantee... Yes, XXXX times she used the word " GUARANTEE '' of achieving the rankings as per her directions which was basically to make the campaign bigger, and now, I know it was the way for her to make me spend more money on the platform, and had no real results, actually negative results. I suggest you take an introductory call with her as a customer to see what I am talking about. 

On top of that, take a look at their website, XXXX XXXX XXXX, and tell me if they don't advertise that they guarantee app rankings which is a false advertising. 

4. You shouldn't believe the rankings they are providing. it's their own platform, they can provide whatever they want, and for us, it was different. XXXX pulled down ranking from our top revenue generating keyword so, I highly regret being on their platform. 

5. No, XXXX reps for various teams have never explained to me on any occasion that XXXX might remove our services. When did I ever speak to various teams??? I spoke to one person only, and she told me don't worry, we know what we are doing. It is almost guaranteed to get the results SO, ITS wrong to say that XXXX never said they guarantee the results. Actually, that was the selling point for me to get to their platform, they clearly said that. 

6. I elaborated, and went on the path for weeks, and weeks to try negotiating with XXXX, and I had enough when they consistently ignored my results, and refused to work with me, so I had no choice but to take my credit card company 's help. 

They didn't provide me with the services they promised. 
I can explain each and every point in detail as I am the one who is facing consequences not the XXXX. 
Please contact me through a call, and I would be happy to provide all info. in details. 

Thank you! I request you to re-open the dispute

Company response to consumer: Closed with monetary relief