Consumer complaint received 2023-07-31
Company: JPMORGAN CHASE & CO.
State: VA
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:
On XX/XX/2023, I contacted Chase Bank to request a chargeback of {$1800.00} for a payment I made to XXXX on XX/XX/2023, using my Marriott Bonvoy Boundless Visa card. I made this request because MyEyeDr failed to deliver the promised service, which was a full year of service for a total of {$1800.00}. Despite my efforts to request a refund directly from MyEyeDr, they refused, which led me to approach Chase Bank for assistance. Case # : XXXX Unfortunately, the customer service representative at Chase Bank did not listen attentively to my concerns. Instead, they advised me to seek a second opinion from another doctor. However, the issue lies with the eye doctor 's office not adhering to the standard procedure they had inform me at my first consultation, resulting in inadequate services after the payment was made. 

During the calls to Chase Customer Service, the representative swiftly opened and closed my case without informing me. After looking into the online status details at Chase website, the dispute amount and dispute reason were both incorrect. Also during the call, I was asked to upload documents for the case to their website, and although I complied, the case was again closed without communication until I checked the online status and called them. The case was closed with an incorrect reason, stating it was a billing error rather than a request for a refund/chargeback due to unsatisfactory service provided by the eye doctor 's office. Nonetheless, Chase Bank insisted on the need for a second opinion, for which it is irrelevant to the situation. MyEyeDr 's failure to fulfill their promised service should be enough to validate my claim.

Chase Bank disregarded my explanation and the provided evidence but accepted MyEyeDr 's response, claiming that the service had been fully rendered, and therefore, I must pay. It is crucial to clarify that the {$1800.00} payment covered a full year of service to be paid up front, including follow-up visits, lens fitting, and any service required during the one-year period. However, MyEyeDr only provided the initial class for inserting and removing lenses and the first follow-up visit, both of which fell below the expected standard. During the class, essential eye drops were not provided, despite being stated in their instructions. Additionally, the mandatory follow-up schedule was not followed due to the doctor 's unavailability. There was also no instruction or communication regarding deep cleaning steps until I specifically asked for it, and they printed out a sheet of the box label of the solution for me. As a result, I sought a refund, which they declined, prompting me to approach my credit card company for a chargeback. 

I provided Chase Bank with all the necessary documentation and a comprehensive explanation of the timeline and incidents. However, Chase Bank still insists they need a second opinion from another eye doctor to verify that this eye doctor is not following the standard practice. Unfortunately, it is highly unlikely to find any doctor willing to bring trouble upon themselves by criticizing another doctor 's practices. Chase bank customer service representative even accused me that I shouldn't pay MyEyeDr if I was not satisfied with the service, I've explained to her that the merchant asked me to pay the full amount at the first consultation. She even told me I should have canceled the service since if they are not good which is contradictive. In reality, I wont know if their service is bad until I had it. The advice that the customer service representative provided is completely non-professional and doesn't even make sense. Chase bank needs to help me protect my consumer rights rather than teaching me not to pay the service and giving me irrelevant advice on how to use credit charge. 

I have reasons to believe that they did not thoroughly review any of my uploaded dispute letter and documentations, as they asked questions that were already addressed in my uploaded documents and evidence. 

I am seeking your assistance in asserting my consumer rights. I want Chase Bank to advocate on my behalf, protect my consumer rights, and conduct a thorough investigation into my case to fully understand my situation. I need someone from Chase Bank to genuinely look into my case and recognize that my consumer rights have been violated, protecting me from being abused by unethical merchants. Ultimately, I am seeking a {$1800.00} chargeback, which I believe is justified based on the circumstances. 

If you need any further information, please let me know. Thank you.

Company response to consumer: Closed with explanation