Consumer complaint received 2017-08-11
Company: JPMORGAN CHASE & CO.
State: NV
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:
We moved from XXXX California to XXXX this year. We hired a moving company to assist with our relocation which also included 4 months of storage at the company 's facility. When our goods were delivered in XXXX of this year there were many items that were damaged and numerous very expensive items that were missing entirely. We contacted the movers & filed a claim which has been ignored. They do not respond to phone calls, emails or other attempts we 've made to resolve the issue. They have been difficult and dishonest at every turn. We have verification of other yelp reviews showing that these movers CONSISTENTLY " lose '' or steal bikes and tools!
We then contacted Chase to dispute the moving charge of {$6900.00} sending them all the requested documentation. When we followed up with Chase later that month they notified us that the claim had been closed due to the fact that we had not responded to a request for more information from them, even though we were never actually contacted. We re-initiated the claim and re-sent the supporting documentation by speaking to a supervisor - XXXX at Chase. He suggested that we physically go to their local Chase location and having them fax the materials to their dispute dept. This occurred on XXXX XXXX. It was verified in writing that the information was received on XXXX XXXX. We then followed up with Chase on XXXX XXXX for an answer as to what was happening XXXX around 30 days from the time being sent ). At that time we were told that they had received the materials, but the file was still awaiting action. We followed up again with Chase on XXXX XXXX and were once again told they they were in possession of our documentation, but that no further action had been taken. We escalated to speak to a supervisor who told us that he would check into it, but that it was another dept. & there was little he could do to expedite our claim. They said that they had no further information and no time of resolution. On XXXX XXXX we followed up, escalated to a supervisor again and were told once again that nothing had been done with our file. Our understanding is that the credit card company has 30 to resolve this type of dispute. Irrespective of the first claim which was cancelled, the second was initiated on XXXX XXXX and thus far it has been almost 90 days with what appears to be no activity whatsoever to resolve our claim. It appears that Chase is just trying to wait us out in hopes that we will go away & let it drop. We have no intention of letting it go unresolved. Our experience with this particular moving company was so bad between all our sofas and beds being damaged, our dining room table, our dining chairs lost, our expensive mountain bikes, all of our tool chests and tools being lost - that even the full amount charged wo n't fully compensate us, but we will accept that amount, cut our losses and move on. We want Chase to follow guidelines and help us resolve this claim. We use credit cards to have a level of protection in cases like this. The issue at hand here is that Chase is literally just allowing this to sit on someone 's desk and not doing their job to protect their customers.
We have included the inventory list of lost and broken items, our letter to Chase, and documentation that other people have had the same exact items " lost ''

Company response to consumer: Closed with explanation