Consumer complaint received 2021-02-04
Company: JPMORGAN CHASE & CO.
State: FL
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:
Hello I am currently banking with J.P. Morgan Chase and my issue follows : I first reached out to XXXX XXXX by email on XX/XX/2020 requesting to book for XXXX XXXX. Immediate response follows and a number of emails and phone calls were exchanged discussing price, dates, etc. Both XXXX had an initial deposit. Through the emails we had issues processing the payments but ultimately the initial deposit was on XX/XX/XXXX amount of {$3000.00} debit card + {$1000.00} XXXX payment + {$500.00} XXXX  payment. The second part of the transaction was paid on XX/XX/2020 in the amount of {$2000.00} XXXX payment + {$500.00XXXX XXXX  payment. These two deposit transactions were to secure my spot for the XXXX and XXXX dates. The third transaction was done in person on XX/XX/2020 for the labs, XXXX XXXX, XXXX XXXX, XXXX, garments I had not yet paid for. They were unable to take card payments for these charges therefore I paid in cash a total of {$680.00}. Receipt is attached. The fourth transaction took place on XX/XX/2020 which was XXXX for my first XXXX. On XX/XX/2020 I finished the payment for the rest of the labs, XXXX XXXX, XXXX XXXX, etc for both XXXX  in person with cash because yet again they couldn't take card payments in a total of {$120.00}. Receipt is attached. On XX/XX/2020 both XXXX  were paid for in full and I did not owe anything more to XXXX XXXX, I was cleared for both XXXX. 

The first XXXX was successful and XXXX XXXX fulfilled half of what I paid for. When it came down to the second XXXX, the original doctor denied me the XXXX and requested I choose another doctor so they did not fulfil their part of the service I had paid for at that point. I also lost travel money including stay, gas, food and I also paid a XXXX along with their travel, stay and food to spend the time with me while receiving the XXXX as I could n't drive or XXXX XXXX of myself. I then emailed my coordinator at XXXX XXXX, XXXX in which she booked me with a new doctor. I had been too hesitant after the first doctor 's opinion and decided not to go through with it as I felt unsafe at that point. Then through email, I discussed using the money towards other services provided. XXXX XXXX agreed and both my coordinator XXXX and the accounting department confirmed this could be possible but never got back to me again after that. I contacted multiple people to try and solve this with limited reply. I ended up asking for a refund and still no reply. That's when I decided to call Chase in XXXX to dispute this as they took {$3500.00} from me and had not provided me any service after the first XXXX. 

Upon contacting Chase, the first representative did not mention my transaction had to be within 120 days to dispute. According to the final dates of the transactions I was not outside the 120 days as the full payment was done XX/XX/XXXX in person at pre-op the day before my first XXXX. Without this cash payment, XXXX could not have been conducted for either XXXX as I was obligated to pay for the XXXX XXXX, labs, etc. it was absolutely necessary upon both XXXX. I was not aware of this rule myself. If I would have known, I would have disputed this charge early to avoid this hassle but I was recovering from my first XXXX and was contacting multiple people at XXXX XXXX to try to get a response and come to a reasonable conclusion. Chase went ahead and filed the first claim. I later learned from the second representative that the first claim was out of date and that's the reason for denial. The first representative never asked me about the details of the other transactions to better pinpoint the dates corresponding. This is their fault for not informing me of all the information needed to process this claim correctly in a timely manner. The second representative continued to file a second case in which she was more thorough about what happened but never mentioned that it would get denied again because of the time frame. I essentially wasted hours on the phone. 

All that being said, the initial payments were DEPOSITS and the final transaction took place on XX/XX/XXXX, falling within their time period. Chase is NOT protecting my money. I did everything possible on my end, including trying to resolve things with the merchant. 

Upon reviewing everything thoroughly, I see that I ended up paying XXXX XXXX {$500.00} extra for the deposit. I paid {$7000.00} for my XXXX  instead of the agreed amount of {$6500.00}. Communication was very weak and XXXX insisted I owed more which I actually didn't. Therefore the charge back should be in the amount of {$4000.00} total not {$3500.00} as I initially requested. Ive already lost thousands of dollars over this, I feel cheated, and my bank is literally doing nothing to help me or get my money back. 

My current dispute with Chase was for the keyed in deposit transaction of {$3000.00} ( by XXXX XXXX ). This is the first claim that was denied. The second claim I added the XXXX transaction of {$500.00} which also was denied. I tried to do the correct thing to resolve these issues and compromise with both the merchant and Chase yet I am the one out of money. 

The corresponding conversations, dates and emails are attached for you to review. Thank you for your assistance.

Company response to consumer: Closed with explanation