Consumer complaint received 2019-03-23
Company: JPMORGAN CHASE & CO.
State: DC
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:
Chase cardmember dispute services has failed to provide me the consumer protection expected after I suffered a fraudulent charge. The charge was fraught with issues, to include being overcharged for the service ( {$750.00} charge added to the bill over what was invoiced and signed for ), the service not being completed, and being charged for an item on the invoice that I never received ( the invoiced garage door opener motor. ) I provided Chase with texts and emails with the service provider that detailed my struggle to resolve the issue ( the merchant refused to address my concerns. ) I provided chase with a statement from a witness present during the service. I provided chase with a third party inspection that detailed the substandard and unsafe work performed and that corroborated that a major component invoiced ( the motor ) had not been installed. I provided chase with receipts from my having the substandard work repaired and a proper motor installed. 

Chase 's format reply to me was : " We reviewed the information available and found that you either received the services or the merchant made them available for your use. '' That's quite impossible. I neither received the proper invoiced items nor the proper service from the merchant, and nothing was " made available for my use. '' The merchant refused to return to my home even once to inspect the work performed nor address my concerns. He disappeared. My unaddressed emails to the merchant and the independent inspection clearly showed that. 

Chase chose to serve themselves and protect their bottom line rather than protect their customer. It has been an absolutely soul sucking situation to deal with a cheating unscrupulous merchant, but even worse to be so let down by my card company on whom I depended to shield me from such fraud when using their card. 

I attach below the following : -The original SIGNED invoice - The made up, UNSIGNED invoice the merchant provided after it was demanded he substantiate the up-charge. ( note lack of sign off for satisfactory completion of work! ) - The inspection letter from a professional in the same field of work - The invoice for the work I had to perform to correct the substandard installation by the disputed merchant - Payment receipt for correction work - Chase dispute reply letter Transaction posting date : XX/XX/2018 Amount : {$5100.00} Disputed amount : {$2500.00} Note that the disputed amount is only for the costs I incurred in correcting the situation. I did receive a door from the merchant ( that was damaged and improperly installed but I didn't seek return of those funds. ). Mine was a just complaint, supported completely with invoices, inspections and receipts. I have additional data, not included here in the interest of space and time, that I am happy to provide should anyone even care to ask.

Company response to consumer: Closed with explanation