Consumer complaint received 2021-10-11
Company: JPMORGAN CHASE & CO.
State: PA
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 filed a dispute complaint with Chase card member services on XX/XX/21 against XXXX XXXX XXXX XXXX for transaction posted on XX/XX/21 for the amount of {$3300.00}. XXXXXXXX XXXX XXXXXXXX damaged my roof by using unsafe and substandard plywood for my roof sheathing. My roof is also leaking from where they installed the substandard plywood. They are also not licensed in XXXX and does not have the permits to work in XXXX, which is a violation of the city building code. I have contacted multiple roofers and even my homeowner 's insurance.They found problems with the flashing on the roof and sunroof and confirm that the samauma plywood used is substandard and not according to building code. Their remedy is to replace the whole roof. XXXXXXXX XXXX  XXXX repeatedly deny any wrongdoing. After contacting Chase credit card services, Chase told me that, they are researching the dispute and that if they need any more evidence they will contact me. After waiting for almost a month without response from Chase, I called Chase customer service again on XX/XX/21 and spoke to XXXX. XXXX told me that the dispute team is still working on my dispute and will contact me if they need any information from me. However, I decided to send my the evidence that I had on hand against XXXX XXXX  XXXX to chase via certified mail, which they received on XX/XX/21. These documents included the roofing contract, homeowners insurance findings, Attorney General Letter, building permit violation information, roof leak pictures, XXXX XXXX XXXXXXXX unlicensed in XXXX information, and substandard plywood material production information. These documents were received by Chase on XX/XX/21. After waiting almost another month without hearing from Chase, I called the chase again on XX/XX/XXXX. This time, I spoke to the agent and she told me that the dispute team needed a statement from another roofer that the material used by XXXX XXXX  XXXX was substandard. We sent the expert roofer report via certified mail XX/XX/21 and Chased received it on XX/XX/21. The report from XXXX XXXX, registered roof consultant expert and licensed PA XXXX. XXXX XXXX has 38 years of roofing experience in all forms of roofing materials evaluations, application methods and design solutions. XXXX XXXX report states that the roofing plywood installed is not in accordance with the XXXX XXXX XXXX. The installed plywood do not meet code requirements and that it is structurally deficient. On XX/XX/21, we received a letter from Chase that was date XX/XX/21. It stated that that they found XXXX XXXX XXXXXXXX provided the services as agreed and expected. Chase closed my dispute and rebilled my account for {$3300.00}. I assume Chase did not receive my report from XXXX XXXX stating that the roof was substandard and not according to building code. I called Chase again on XX/XX/21 and spoke to agent XXXX and then her supervisor XXXX. XXXX said that Chase received XXXX XXXX 's report on XX/XX/21 and reopened the dispute. XXXX said there is no way I can talk to the dispute team. XXXX told me that all I can do is wait and that they will contact me if they need anything. On XX/XX/21, I received a letter from Chase stating that they are researching my dispute. However, almost at the same time I received another letter from Chase stating that " while you may have a valid complaint with the merchant, the results of our investigation confirm that the transactions are valid and no billing error occurred on your account ''. Confused by their response after I submitted proof after proof that the merchant failed to provide the service we paid for, I called Chase again on XX/XX/21. The agent, XXXX answered the phone and said that unfortunately since my dispute has passed the date of XX/XX/21, there is nothing that Chase can do to help me get the money back. I was furious by their response especially since Chase purposely sent me their response letter after XX/XX/21 so it was pass the deadline for disputing any further against the merchant. The agent XXXX kept on saying there is nothing he can do and there is no one else that can help us. We requested XXXX to give us his last name so we can document this, but he would not do so. My complaint against Chase is that they purposely did not contact me to request any evidence that they said were required for my dispute until it was past the deadline. Although I did send them proof that the merchant fail to deliver the service as expected, they disregarded my proof. On, XX/XX/21, 3 months after opening the dispute, they send me a letter stating that although I may have a valid complaint, they won't help me since it is pass the deadline of XX/XX/21. This is absolutely unacceptable for a reputable company like Chase.

Company response to consumer: Closed with explanation