Consumer complaint received 2018-07-29
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:
( The following is also attached in a text file. ) SUMMARY : 1. I booked 2 moving services off a website that XXXX  recommended.

2. This website used a third-party company to complete the 2 jobs.

3. The third-party company charged me more than agreed-upon for the 2 jobs 4. The website agrees ( in writing ) that I was overcharged.

5. Third-party company will not refund me the difference.

6. Chase Credit Card billing dispute department has been unable to resolve the overcharges.

Website = XXXX Third Party Company = XXXX XXXX  ( appears on credit card as XXXX XXXX ) DETAILED DESCRIPTION : 1. In XX/XX/XXXX I moved from XXXX XXXX to XXXX. Using the online company XXXX, I hired people to load up the moving truck in XXXX XXXX and unload the moving truck in XXXX. XXXX offers third-party companies to complete their jobs. The third-party company I selected off the website is called XXXX XXXX, which appears on my credit card as XXXX XXXX . 


Job 1 : load a moving truck in New York.

Move Date : XX/XX/XXXX Move Time : XXXX-XXXX  Crew Size : 2 crew members Hours : 2 hours Job 2 :  unload a moving truck in Massachusetts. 
Move Date : XX/XX/XXXX Move Time : XXXX-XXXX  Crew Size : 2 crew members Hours : 2 hours  XXXX has provided me with copies of confirmations of those bookings, which are attached as Attachment 1 - Confirmation of Bookings. 
As you can see, each of the two jobs cost {$210.00}. 


2. Movers showed up and completed the jobs on XX/XX/XXXX and XX/XX/XXXX. 


3. Upon review of my credit card statement, I noticed that I had four charges for these moving jobs : Four charges in the amounts of {$100.00}, {$100.00}, {$200.00}, {$200.00}.

Total charges of {$600.00}. 
Please see Attachment 2 - {$600.00} total charges 4. I contacted XXXX and they agreed that I have been overcharged by {$180.00}. They attempted to contact the third-party moving company, XXXX XXXX. We scheduled a conference call with myself, XXXX, and XXXX XXXX  to discuss the charges, however XXXX XXXX  did not show up to the conference call. 


5. Since XXXX did not actually charge my credit card, they could not offer me a refund for the amount overcharged. They were also unable to get a refund from the third-party company. They agreed that I should contact my credit card company to file a charge dispute. 


6. On XX/XX/XXXX I called Chase to dispute the incorrect charges. The representative I spoke to was not sure how to handle the dispute because none of the charges are for the exact amounts that I had agreed to pay. She spoke with her supervisor and then suggested I dispute the two {$100.00} charges and leave the two {$200.00} charges since I had agreed to pay approximately {$200.00} for each moving job. Chase started the disputes and issued me two temporary credits of {$100.00} each. 


7. On XX/XX/XXXX, I received a call from Chase saying that the moving company XXXX XXXX  insists that the charges are valid. Chase said that they are reversing my two temporary credits. 
Since the charges are not valid, Chase suggested that I request for the dispute to be continued. 


8. That same day, XX/XX/XXXX, I sent an email to XXXX detailing the entire story, and I attached the confirmation of charges document that XXXX provided. As instructed by Chase, I requested that they continue the disputes of the two {$100.00} charges. 


9. On XX/XX/XXXX Chase sent me a letter saying that the merchant provided evidence that each charge was a unique sale and that the dispute is now closed. See Attachment 3 - XX/XX/XXXX letter from Chase. 
My reason for the dispute was NOT over an incorrect duplicate charge - my dispute is over the amount of the charges. The Chase representative failed to submit the dispute accurately. 


10. On XX/XX/XXXX Chase sent me another letter saying that the merchant over billed me for only {$50.00} out of the {$100.00} charge. This makes absolutely no sense at all. 
See Attachment 4 - XX/XX/XXXX letter from Chase I looked at my Chase statement and was astonished to see an additional charge of {$50.00}! 
See Attachment 5 - {$650.00} total charges I have now been charged a total of {$650.00} when I should have been charged a total of {$420.00}. 


11. On XX/XX/XXXX I called Chase again. I explained the story to a woman named XX/XX/XXXX, who transferred me to her supervisor, XXXX. After explaining it all again to XXXX, he insisted that all I could do was submit a complaint through Chases secure email system. He said I could not handle this with a person over the phone. The only thing I could do is keep repeating myself to Chase via email. 

That same day, I emailed all of the details to Chase again, this time via their secure email system on the customer portal. I attached all of the same attachments that you have here. 


12. On XX/XX/XXXX Chase sent me a final letter saying that a significant amount of time has passed since the date of the charge. Despite our efforts, the merchant is not willing to credit your account. 
See Attachment 6 - XX/XX/XXXX letter from Chase 13. It is now XX/XX/XXXX and I am submitting this case to the consumer protection agency, as Chase credit card has failed to resolve this dispute. One of roles of a credit card company is to protect you from unauthorized charges. I authorized this merchant to charge me a total of {$420.00} and instead, I have been charged a total of {$650.00}. 

As additional support for my case, please see this email from XXXX that was sent to Chase bank : from : Contact us XXXX to : XXXX XXXX XXXX cc : XXXX date : Mon, XX/XX/XXXX at XXXX XXXX  subject : Re :  overcharged for 2 moves As stated in previous communications with Ms. XXXX, she was only responsible to pay XXXX XXXX  a total of {$420.00} for the services rendered. Due to the fact that XXXX collected payment from the customer directly the normal procedure at the time we are unable to issue a refund to Ms. XXXX. She is, however, due for a refund for any amounts processed on her card aside from the {$420.00}. 
We have opted to no longer work with this provider due to the situation that they have put Ms. XXXX through. We would like to assist you with whatever information is needed to process the funds that are owed to Ms. XXXX. 
Please advise us if there is something we can submit to assist with the settling of this matter. You may notify me by replying to this email, calling my personal office line at XXXX or email me directly at XXXX. 

Ms. XXXX, we would also recommend that this card be canceled and that your bank send you a new card. This would prevent XXXX from further processing any unauthorized transactions on your card. Again, we offer our sincere apologies for the situation you are facing and hope that your bank can assist you with getting this settled ASAP. Being that I too bank with Chase and have had nothing but positive experiences, I am confident they will get this taken care for you. 

We thank you for your patience and understanding. 

Regards, XXXX XXXX Director of Operations XXXX XXXX 14. I authorized this merchant to charge me a total of {$420.00} and instead, I have been charged a total of {$650.00}. A resolution to this problem requires a refund to my credit card in the amount of {$230.00}.

Company response to consumer: Closed with monetary relief