Consumer complaint received 2020-08-01
Company: JPMORGAN CHASE & CO.
State: NY
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:
I am a US citizen and between XXXX XXXX and XXXX. In XXXX I reported a problem with a steam leak in my NY apt to XXXX XXXX in XXXX that came from the heating unit. They sent someone to service it on XX/XX/2020. The apt was unoccupied .A few days later my son went for 1 day to the apt and found the technicians of XXXX had left the unit turned on despite knowing the apt was unoccupied, and this caused black soot to be released all over the walls and windows around the unit. He turned off the valve and cleaned the soot but was unable to sleep in the room. I telephoned XXXX to return because they had not repaired the unit and I complained about having left the unit on. They sent someone again on XX/XX/2020. The apt was unoccupied. About 5 days later a neighbor reported to the super a whistling sound coming from the apt and on entering found the entire floor soaked in water. Hundreds of thousands in damages, 28 paintings had to be sent to restore, carpets/upholstered items/curtains/sofas/lamps all had to be replaced. They had left the unit on again despite knowing apt was unoccupied. 
I called and wrote and they only responded once denying responsibility and I never heard back again despite writing many times. Despite this, they charged my credit card for the 2 visits {$850.00}. 
I had to fly from XXXX to NY to work out the damage. This was first week XX/XX/2020. I called VISA to say not to accept any charge.however they said nothing could be done until the charge was presented and passed on my card. Due to the Covid and lockdown we had to return to XXXX XXXX the second week XXXX and were unable to travel after this. While I previously was in NY every 5-7 weeks, I have not returned since XXXX due to obvious reasons, aside from I am unable to occupy the damage due to the damage. 

Despite this as soon as the charge passed on my card, I filed a dispute. I heard nothing from VISA. I called a few weeks later and they said to just deduct it from my card each month, they did not remove it temporarily for some reason. I heard nothing and about 3 weeks later telephoned again ; they said it takes around 3-4 months to resolve a dispute. 
In the meantime I received not one response on the status from VISA. I then started to write them through CHASE online secure messages, and I wrote 13 times between XXXX and XXXX but received not one response, only a form response saying 'someone would get back to me ' which no one did. I tried calling at least 10 times but I received a recording saying 'service unavailable ' and I assumed it was due to the COVID lockdown and limited service. I still heard nothing from VISA. 
In XXXX I finally was able to get through by telephone to VISA after a 1/2 wait and they said they had sent a questionnaire to the NY address and I had to fill out the questionnaire. I told them ( again ) that I was unable to travel to NY due to the lockdown and to send me via secure message on VISA or by email the questionnaire but they said they could not per company policy. They said they understood however, and that no decision would be taken until I could fill out the questionnaire and they would put that note in my file. 
In XXXX out of the blue I receive an email notice from CHASE VISA that I owe the {$850.00}. 
When I call again they say since they did not receive the questionnaire, they paid XXXX and can not reverse it, and I have to pay the amount. 

I am very upset about this. I always pay all my bills promptly and always PREPAY my VISA cards because I don't like to owe money. However, in this case, XXXX completely destroyed my apt , I have the proof through the restoration services and the insurance company. paying hundreds of thousands in damages. This is 100 % due to the negligence of XXXX, I reported a steam leak, the valve was immediately turned off, they came to the apt to fix it, and instead not only left black soot over the apt but left the unit on. When I called to report this, they returned, I don't know what they did but they DID NOT repair the unit, not in either service visit, and again left the unit on, when I had explicitly complained about this previously. They then refused to accept any responsibility and did not respond to any of my emails. So not only did they not service the unit properly on 2 visits but they destroyed my apt through negligence. 
And I should not be forced to pay because I was unable to travel to NY to fill out a questionnaire during a natural disaster. I had asked VISA to send it by email or secure messenger due to the natural disaster we were in and a compromise should be made but they refused and assured me no resolution would be until I was able to travel to fill it out, even if it took some months longer. Interesting they can send me email messages to pay but not email me the questionnaire nor a response to my 13 messages. 

I even wrote a very nice mail to XXXX right before sending this complaint asking for a resolution because it is most unfair their lack of responsibility. I had not sued them for the damages, which I could have done, but only to reverse the credit card charge, and I received not a response to even this. 
I have all the emails to XXXX and the written messages to XXXX. 
I have photos of the water leak that you will be shocked to see the water completely covering the ceiling and walls of the XXXX XXXX They had to enter with vacuums to dry out the water and put heat drying machines in the XXXX XXXX weeks to dry out the interior walls. 

I am applying for other credit cards but do not want my excellent rating to be destroyed over this. I am not a litigious person but I feel I am 100 % in my rights here. 
If XXXX made an error in paying, not even taking into account the natural disaster we were subject to and realizing I did not respond after calling in and writing, that it was obvious I was out of the country. I have good accounts at the bank also and my XXXX telephone and my emails are all registered in that I am continuously receiving emails from XXXX credit card services about this or that ... ... but not a word about the status. 
It is really surprising to me that neither XXXX nor XXXX will take responsibility.

Company response to consumer: Closed with monetary relief