Consumer complaint received 2020-09-14
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
I booked a stay using XXXX service on XX/XX/2020 for 5 days ( XX/XX/2020 ). I was in talks with the property management company from day 1 with questions and clarifications. Once we arrived to the location, we were appalled. The photos were edited/enhanced to make then look better, there were several inaccuracies in the listing itself that we identified once we got there, the listing claimed a sofa sleeper when it was really a small size futon. The refrigerator did not work and we lost around {$500.00} worth of food that we purchased from XXXX. The house was extremely warm with thermostat reading 83 degrees, so we opened the windows to try and cool down the house since it was in the low 60 's outside. However, when we opened the windows during a movie on our first night we got a noise complaint. The property management company started to text me with unsolicited messages telling us to be quiet and threatening us with being kicked out or heavy fined, while also apologizing for their " consistently sensitive neighbor ''. This was a major surprise, as the listing stated the neighbors were far away. I spoke with the property management the next morning and expressed my frustrations and I was told they would work anything out afterwards. I was told to just keep a list of thing and bring them to their attention after the stay and promised since they are the largest company that they would guarantee my satisfaction. After our stay, I sent the issues as requested and I got a generic response back along with asking what I wanted. I stated I wanted reimbursement and then they never responded to me again. They also left me a poor/negative review. I called XXXX and they stated with my poor review nothing would be done and they stand by their client, but insisted I leave a review and then call back. So, I left a review and I ensured to make it as objective as possible. A few days later, XXXX emails me and states the review is denied because I " blackmailed the property management company ''. When in reality all I did was tell the property management company after I listed all the negatives with the stay that I would prefer not to leave a review and would prefer reimbursement. After exhausting all those options, I went to my bank and the first agent I explained a version similar to above and was told this would 100 % be able to be disputed for dissatisfaction of services rendered. I then spoke with Chase Bank 's fraud department. I told told no and that since I stayed there it was not an option. After going back and forth the gentleman hung up on me, so I waited for a few minutes and there was no call back. I called a 2nd time and spoke to XXXX in the fraud department. The same back and forth, but this time there was a clear negative attitude from the representative. I was frustrated, but not upset until talking to XXXX and I told him he was condescending and just being a jerk. Then I spoke with XXXX, who is a supervisor for the Chase Fraud department. Again, the same back and forth but she was much nicer and understanding. I asked her a hypothetical question based on what they were telling me as their reason for not assisting which was " you stayed at the XXXX and received 100 % of the service therefore you cant seek reimbursement ''. I explained that the " service '' goes way beyond the staying at the residence. I explained that their service afterwards is where most of my concerns are, the fraudulent listing, the lies about " taking care of me '', and the systemic issues displayed by blocking my account and ability to leave a review to which Chase representatives stated disagreement with interpretation. The questions I asked was basically - Hypothetically, If I called into Chase the day I arrived and stated I was unhappy for " x, y, and z reasons and wanted to leave. However, because of COVID and the fact that we had 10 people fly in for this stay we could not find a place that would take so many people on a last minute notice, what would Chase Bank suggest we do? XXXX responded by saying the same stuff, if you stay there you have to pay. My final comment made was that what I am inferring from that response is that even in the face of zero options the only way Chase Bank would offer consumer protection is if we opted to be homeless for the night and sleep on the street. I explained that I was very disappointed to know that Chase Bank doesn't have my back as a consumer. I was forwarded to a 3rd party benefits team and again there was no resolution other than being told too bad. I understand rules/regulations and things of that nature. Where I really get scared is the systemic practices by XXXX and the property management company. They know the system and it is evident in retrospect when I was told " just wait until after the stay to submit your concerns '' and then poor review of me leading to XXXX response and siding with their client as a result, and blocking my ability to leave a review. When the banks are not willing to protect their consumers then these companies have absolutely ZERO accountability. When they understand the banks will deny ANY claim no matter the reason as long as the person stays, then they will say ANYTHING to give the consumer peace of mind. That is what happened here. I wanted to leave, we couldn't leave anyway because of COVID, we complained and were given peace of mind for 'AFTER ', and then XXXX took away our voice. 

DETAILS : XX/XX/XXXX charge by XXXX XXXX {$2000.00} XX/XX/XXXX (? ) charge by XXXX {$400.00} XX/XX/XXXX charge by XXXX XXXX {$2000.00} XX/XX/XXXX charge by XXXX XXXX {$50.00} XX/XX/XXXX charge by XXXX XXXX {$39.00} TOTAL= {$4600.00} Contacted property management ( XXXX XXXX ) multiple times, last correspondence on XX/XX/2020. Their last response was XX/XX/2020. 

Guest review from XXXX XXXX about me XX/XX/2020. 
Contacted XXXX about concerns approximately XX/XX/2020 XXXX XXXX review from me approximately XX/XX/2020. 
XXXX opened case ( have # if needed ) and closed it XX/XX/2020 denying my review, I responded back to XXXX, XXXX has ceased communication. 

Tried to dispute transaction online through Chase XX/XX/2020 Called Chase Bank XX/XX/2020 - conversations/outcomes listed in long narrative. 
Consumer Finance complaint on XX/XX/2020 for poor customer service, unwillingness to step in and take action, even if regulations prevent Chase from filing for reimbursement I feel that given the context of my scenario I was clearly taken advantage of and I feel like a victim of fraud after being stupid for believing XXXX XXXX and XXXX lies. I feel Chase should stand behind their customer even if the regulations do not allow them to seek resolutions in that form. I still expect the bank to hold fraudulent and deceiving people accountable.

Company response to consumer: Closed with explanation