Consumer complaint received 2023-11-08
Company: JPMORGAN CHASE & CO.
State: IL
Product: Credit 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:
What was supposed to be an easy chargeback win due to the seller being a scammer, turned into a nightmare with countless hours lost, {$800.00} lost, and the vendor left thinking they can continue to scam people and be successful at it. 

I purchased a custom website design from an online company located in California called XXXX XXXX XXXX. On my credit card the charge was listed as a vendor name called XXXX XXXX. This company never produced a website, they simply filled out a few words in a prebuilt singular webpage with no working links, relevant images, or anything else we agreed on. The company fraudulently claimed to have delivered the product to me and convinced Chase to agree that their charge was valid for {$800.00} USD. 

Important Dates : 1. Purchase made on XX/XX/2023 2. Filed dispute for charge back since Vendor was unresponsive XX/XX/2023 3. Seller submitted rebuttal with blurry images of an empty website shell on XX/XX/2023 ( Chase only needed to click on the link provided by the seller to see the website was a fake product or request legible images of both the email correspondence and website screenshots showing me cancelling services before the website was even conceived ) XXXX. XX/XX/2023 Called Chase at XXXX for XXXX minutes to confirm when they needed the supporting information by, they said they need my response by XX/XX/2023 and will make a note on my profile. 
5. XX/XX/2023 Chase ruled in Vendor 's favor due to lack of evidence from buyer ( me ) even after reassuring me I had until XX/XX/2023 to submit information. 
6. XX/XX/2023 I ( Customer ) submitted a response to the Vendor 's rebuttal along with a complete email correspondence showing me cancelling services and the Vendor 's policy for 100 % money back guarantee ( which shouldn't matter because no product of use was ever made ) on Chase.com.

7. XX/XX/2023 Chase again rules in Vendor 's favor even after Customer ( me ) submitted the requested information but fails to explain why they made this ruling or even ask the customer ( me ) for any additional information they desire. Chase should have waited to make a ruling if they were uncertain and requested specific information from me. 
8. XX/XX/2023 Chase sends a second letter after the letter ruling in the Vendor 's favor. This made it seem as though someone made a clerical error on the ruling and therefore had reopened the case. I assumed they were waiting on the vendor to respond to my rebuttal. 
9. XX/XX/2023 called Chase XXXX ( XXXX XXXX ) to see if there was more information I could provide them on the case, I was told there was nothing further to do. 
10. XX/XX/2023 called Chase XXXX ( XXXX XXXX sec ) Called chase to see why there hasn't been a ruling yet. They claim they made a ruling and the case is closed. They then proceed to tell me the deadline for submitting a chargeback claim was XX/XX/2023. I proceeded to ask why they didn't reach out to me for more information if they needed it as well as how they came to their conclusion that it was a valid charge. The representative told me they did not disclose that information and that it was final. I then submit this information online at Chase.com in hopes of a resolution. 
11. XX/XX/2023 called Chase XXXX ( XXXX XXXX sec ) I called Chase again to ask about why I was unable to continue the dispute when I started it long before the window had closed. I also asked why they rendered the charge valid even after submitting 8-pages of arguments with high level of detail and the complete 56-page email correspondence between me and the seller showing their fault. The representative instructed me how to write a more concise response that Chase might look more fondly on. I wrote a 2-page response and submitted it to Chase.com. 
12. XX/XX/2023 Chase once again claimed the charges were valid. They now claim it is because I am asking for a chargeback after the XX/XX/2023 dispute window. beyond being upset, I was stunned that Chase would still fail to reverse the charge even after all this effort and time since XX/XX/2023. 

My argument is that I began the dispute well before the window closed and that Chase failed to instruct me on what specfic information and format they needed to make a valid ruling from their perspective. I clearly had the information to back up my claims, and I even submitted the information request to them on time, just not in the format they may have liked.

As previously stated, I submitted a highly detailed 8-page response along with a 56-page email correspondence and a comparison of the website I had previously created myself even prior to interacting with this Vendor and how it was actually functional. The website I created was free. 
Chase still insisted the vendor 's charge was valid, almost as if the Chase had not even read my rebuttal or the email correspondence. I then submitted another document that was only 2-pages long in hopes that they would be more likely to read this one and recognize this was an obvious scam. Below is the information from that document : ************************************************************************************************************ Regarding the charge for {$800.00} on XX/XX/2023 from XXXX XXXX XXXX XXXX XXXX XXXX for a fully-functional custom Website. This company and its staff failed to produce the product they promised. My communication with this company began XX/XX/2023 ( Date of purchase ) and ended on XX/XX/2023 ( Date refund requested ). After this, not a single email, product, or refund has been received to date on my end from any person or body representing XXXX XXXX & XXXX XXXX XXXX. 
Arguments : A. Seller repeatedly claimed one ( 1 ) month to complete a fully functional website at time of sale. No such product has been delivered and it has been 105 days since the date of purchase as of today. 
a. Product offered at time of sale vs product shown in Sellers rebuttal is equivalent to selling someone a fully functional car that is highway ready, but delivering a XXXX XXXX car instead. The gap in product expectation to product claimed to have been received it vast. 
B. Product sold was promised to include the following : a. Fully functional website with Stripe add-in linked and ready for customers to make transactions with. 
b. All my Snow bracket products ( I have XXXX in total ) should be listed on the website. Not a single one is listed on the website template they submitted in the Rebuttal. 
c. Another tab should be available to advertise my engineering services as a Design engineer for creating custom bracket shape designs. 
d. A custom product quantity estimating tool should exist where a customer can enter in the product type they want to use, the measurements of their roof ( Length, pitch, width, shape ( triangle, parallelogram, rectangle ) ), and the average snowfall in their area ( or overwrite this setting with the maximum snow depth they want to be held on their roof ). 
i. There should then be a custom pdf generated for the customer to download and see a custom installation pattern that states the total number of snow brackets to buy along with the total volume of SB-190 adhesive required to attach the brackets to the metal roof panels. 
ii. The pdf should also show where to install each bracket and their varied spacing on each unique roofing section the customer earlier specified in the custom estimating tool menu. 
1. i.e. A customer inputs measurements for a standard rectangular ranch-style house and would have specified four ( 4 ) roofing sections that need snow brackets. There would be up to four pages of installation patterns for each roof section called out by the customer. 
e. All my company and product photos should be on the website, but they dont have a single one on the website mentioned in the rebuttal. 
f. Website will be searchable from XXXX ( but it is not, only the website I had already built myself it searchable online at XXXX  ) g. Website will have https security encryption already integrated into it. 
h. Website will include embedded videos and links to my installation videos. 

Conclusion : Not only was no website of use ever built, but the company fraudulently claimed they had delivered this product to me. If you look through all emails we have exchanged ( Between the seller and I ), you will not find a single website where they claim to have delivered a product to me. 

Therefore, not only was the product never delivered ( the website ), but the inferior product submitted in the Sellers Rebuttal on XX/XX/2023 lacks 100 % of what was promised at time of sale. The product in the Sellers Rebuttal is a template to be used for building a website and not a functional website. 
Given the lack of product, overdue deadline, lack of communication from the Seller, and previously submitted email chains ( submitted XX/XX/2023 to Chase.com through their dispute section ), I am requesting a full refund in the amount of {$800.00} USD.

Company response to consumer: Closed with explanation