Consumer complaint received 2020-11-16
Company: JPMORGAN CHASE & CO.
State: MA
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:
Step 1 : What is this complaint about? 

CHASE did not satisfy my needs or investigate it properly. Misleading information or advertisement. Not a full contract disclosure with all the hidden fees. They did not disclose full charges or options to cancel the contract. Offered me services that I haven't received or cant afford to launch because of additional hidden fees. Credit card company isnt resolving a dispute about purchases on my statement. 
Look at the communication. 

The failure to disclose the extra monthly fees & services tied to the product launch makes it impossible. The merchant had full knowledge and understanding of the interdependencies needed to operate the business during the sales Webinar. The merchant had an obligation to disclose extra expenses beyond the initial {$990.00} invested. 

I am unable to launch this XXXX XXXX XXXX unless I pay into the monthly fee structure. How does one do that without adequate cash flow? Had I known this, I would not have moved forward with this business. 

This is fraudulent business practices to withhold knowledge of extra expenses from the consumer. To assume it's the consumers problem to resolve in itself a predatory practice. Then to say if you dont pay into the fee structure you will not be able to launch this XXXX XXXX XXXX why not disclose that in the sales Webinar? This information was not included in the sales Webinar. Its important for the consumer to have a clear picture of all costs. The lack of integrity and willingness to empower consumers to make an informed financial decision disadvantages them. 

Given the state of the pandemic and long term unemployment, I find myself a subject of a scam. I am in no position to pay for these extra fee structures. The fact that a relationship void exists contrasts with ongoing up-selling & hype techniques demonstrates the bottomline objectives held. I find these types of business practices to be a poor fit with my value system. 

Consumers need real protection from these types of deceptive online selling practices. 


Step 2 : What type of problem are you having? 

I need Chase to credit my card for {$6700.00}. I can not afford the extra cost involved to launch this XXXX XXXX XXXX nor was this fact disclosed in the beginning. 

Both merchants ; XXXX XXXX XXXX XXXX XXXX were misleading. I have gotten mixed communication from agents in Chases dispute department. XXXX, a seasoned Chase agent, told me the documentation provided was excellent. And, that he had seen a lot of these types of customer complaints. Ive been a Chase credit card holder in good standing for many years. Communicating this issue with all parties has been fruitless. Failure to disclose these extra costs is a deceptive act to ensure corporate gain. They care more about their bottom line no matter the impact of their deceptive dealings. I find myself caught in a three way scam. 


Step 3 : What happened? 

XXXX charge date ( s ) XXXX XXXX & XX/XX/2020, amount {$990.00} After XXXX charged my credit card, no one from the company called to welcome me or determine if this was a good fit. This wouldve been a relationship building opportunity. Right after I paid, I gained access to a series of modules. As I started to watch the videos a pattern of extra technologies and services started to emerge. These monthly fees and services were necessary to launch and operate the business. You could not launch the XXXX XXXX XXXX online without them. 

I made a list of the extra technologies and services presented over a series of videos. To launch your XXXX XXXX XXXX you had to buy them. The monthly fees were adding up to $ XXXX and these expenses went beyond the initial {$990.00} already spent. Why wasnt this made known in the XXXX? I realized there was no way I could afford them without going into deeper debt. Unless I paid into this extra fee structure, I would not be able to launch this business. I needed cash upfront to cover these monthly expenses. Due to an extended period of being unemployed, I do not have funds to cover this nor will I carry these extra expenses on my credit card. I realized that this was not going to work. I called and emailed both merchants to discuss but that was to no avail. 

XX/XX/XXXXXXXX XX/XX/XXXXcharge XX/XX/2020, amount {$5700.00} I received an email on XX/XX/XXXX from the PCS Team to confirm an appointment for XX/XX/XXXX with the Business Consultant. The Consultant said, I needed asset protection from lawsuits when selling affiliate products & services online.And, it would protect me from getting kicked off Amazon & XXXX platforms for not being an e-commerce LLC. The consultant said, he forgot to mention, the business goes inside an estate plan, trust, living will and to expect a call from XXXX XXXX The Consultant told me hed call on XX/XX/XXXX to schedule the tax plan but never did. 

XXXX  credit coach directed me to open a XXXX XXXX XXXX account. But when I encountered technical issues they had no knowledge on how to resolve it. I was then told to open a series of business credit cards to establish a XXXX  Profile. They told me these activities would not impact my FICO  score, but in fact it did by causing my score to drop. The coach couldnt explain why it had dropped. And, suggested I try a few more credit applications since I was not able to advance to level 2 of the process. I was not pleased with the lack of understanding and mounting administrative fixes after following these directions. It did not make sense that I would have to pay thousands of dollars to experience so many missteps. 

XXXX XXXX to provide estate planning and asset protection. I experienced missed and confusion about scheduled meetings with paralegals. I completed a preliminary worksheet and waited for a follow up call to discuss unique conditions to add to the estate plan. To date no discussion has taken place. XXXX, the receptionist, attempted to clear up a missed scheduled meeting to review the preliminary worksheet in preparation for the XXXX meeting with XXXX? After completing the preliminary worksheet I expected to have a follow up discussion about unique conditions that needed to be added to the estate plan, but the meeting never happened. On XXXX I sent XXXX, office assistant, an email to schedule a follow up meeting to determine next steps. I waited up until XX/XX/XXXX but never received a response. 

This experience along with a few others, started to raise concerns for me. I felt like a cog in a wheel that was being managed by an inexperienced staff. The focus appeared more on passing the buck and putting out fires. Opposed to providing a comprehensive and professional service. Both XXXX XXXX XXXX were operating together. As the revelation of the extra fee structure emerged and baked into the product launch it became clear I had been deceived. I called the Business Consultant from XXXX for help. I came away from that conversation with no immediate solution. XXXX already got the bulk of the money. The amount of money charged has left me in a disadvantageous position. The experience did not meet expectations, services not received, didnt disclose options to cancel the contract, paid for product but not received, misleading information and failure to disclose hidden fees. 

The fact is I do not have the monthly cash flow to meet these extra hidden technology expenses. I expect a full and complete refund. No one should be subject to such fraudulent and deceptive practices especially in a difficult economy such as this one. 

XXXX left out this very important information on hidden fees from the sales Webinar. 
XXXX offered me services that I did not receive. 

Step 4 : What company is this complaint about? 
XXXX {$990.00} XXXX XXXX XXXX XXXX, Maryland XXXX ( XXXX ) XXXX XXXX XXXX XXXX  / XXXX XXXX {$5700.00} XXXX, UT XXXX CHASE Cardmember Services XXXX. XXXX XXXX, DE XXXX XXXX XXXX XXXX XXXX XXXX Step 5 : Who are the people involved? 
XXXX : XXXX XXXX ( XXXX ) XXXX XXXX XXXX XXXX : XXXX XXXX, Business Sales Consultant XXXX XXXX ) XXXX XXXX XXXX, Assistant ( XXXX ) XXXX XXXX XXXX, Quality Assurance Manager ( XXXX ) XXXX XXXX XXXX, Credit Coach ( XXXX ) XXXX XXXX, ( XXXX ) XXXX XXXX XXXX : XXXX XXXX, Paralegal ( XXXX ) XXXX XXXX XXXX, Senior Paralegal ( XXXX ) XXXX XXXX, receptionist ( XXXX ) XXXX XXXX XXXX, XXXX XXXX XXXX, (? ) XXXX XXXX, Attorney (? ) CHASE Log details the card holders communication experience with Chases Dispute Department. 

Calls made : XXXX, Customer Service Specialist XXXX XXXX XXXX XXXX, Ext. XXXX XXXX, XXXX XXXX XXXX - unavailable, try call again later XXXX, XXXX XXXX XXXX w/ Chase Dispute - Call disconnected? 
XXXX, XXXX - XXXX XXXX. XXXX  w/ Chase Dispute said I provided a lack of information. Documents lacking information to continue the dispute. Phone line had a bad connection - transferred me to someone else. 
XXXX, XXXX - XXXX XXXX. XXXX, w/ Chase Dispute - Chase deemed it a valid decision - Not a billing practice. I can re-dispute Billing Errors/Billing Practice. [ first time ever hearing about this fine criteria before? ] XXXX, XXXX XXXX XXXX - unavailable call back later XXXX, XXXX XXXX. XXXX - unavailable call back later XXXX, XXXX XXXX.XXXX XXXX - unavailable call back later XXXX, XXXX XXXX. XXXX - Too much static on line. Reopen Dispute. State why I want to dispute charges in my 2nd letter. Why I want to continue or agreement not fulfilled. Call got dropped then disconnected. 
XXXX, XXXX XXXX XXXX - unavailable call back later

Company response to consumer: Closed with non-monetary relief