Consumer complaint received 2019-04-29
Company: JPMORGAN CHASE & CO.
State: FL
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 Bank Dispute # XXXX To Whom it May Concern, XXXX XXXX , XXXX is an American veteran-owned company. Several months ago, we were informed by a Chase bank representative that a services dispute with a vendor, XXXX, had been resolved ; however, I received another billing statement and found that we had been re-billed. In fact, this happened twice. We made an inquiry and was told that XXXX   had submitted a rebuttal in an arbitration process of which we weren't part of the process. We never received a copy of the rebuttal nor were we able to respond to their unfounded statements until it reappeared. 

The business relationship with XXXX started out with promise. Our management team saw an opportunity to scale our company and to hire military spouses as salespeople. XXXX   was a 'new ' hiring company in the military spouse community and we reached out to them to see if they could help our company. It was a pleasant meeting and after hearing our sales needs, we were given two options of what they could do for us : # 1 ) XXXX would hire qualified sales people and XXXX XXXX would train and manage them ... or, # 2 ) XXXX would hire qualified sales people and XXXX would train, manage, and/or replace any of them for sales non-performance. 

We chose Option # 2. The program was to last for 90-days, the first 30-days would be to hone the sales program, vet, hire and train a sales team of qualified individuals. The next 60-days would be a boots-on-the ground cold-calling sales effort.

XXXX did manage to hire some people ( 5 out of the original 8 we had agreed upon ). We paid them {$4000.00} ( {$800.00} per hire ) using our Chase Bank corporate credit card. Within a very short period of time, it became evident that they did not hire qualified people nor train or manage them as they had promised in the agreement. Additionally, XXXX did not give us the full 60-days of sales efforts as promised in the written contract. And further, the issue ( character assassination ) they later raised in an arbitration filing ( which we were not notified of ) had no legal bearing on the dispute itself. Our dispute with Chase Bank is about XXXX ' poor quality-of-service and lack of performance. It was always about finding, training, and managing the right sales people, not about waiting for credit card machines or clouding the real issue with personal attacks. XXXX ' practices were fraudulent from the beginning. They never had any intention of providing the services as we had agreed to and paid for. The lack of performance by the salespeople they found is concrete evidence that they did not properly vet, train, or manage any of the people they provided as sales people. In fact, the company ( XXXX  ) has re-branded under a different corporate name and no longer provides the services they had promised us in our business relationship. 

We made a complaint with Chase Bank who reversed the charges in our favor, not once, but twice. However, they re-billed the charges both times without explanation or notification as to why. The reversed charges just appeared on our billing statements. Recently, we were told that we no longer had any recourse to dispute because we had reached a 118-day timeline in their process. We were never told that there was a 118-day dispute period. We believe this is a process breakdown and not about the merits of our dispute. All of our points were clearly outlined in the dispute packet we sent to Chase. We believe Chase has aided and abetted a company selling false goods and services and is using the unknown 118-day timeline criteria as a means to not take responsibility. This leads us to wonder why the dispute was reversed twice in our favor and twice in their favor. Chase 's " waffling '' has hurt my credit rating and is restricting the trade of our business to secure more operating capital.

Company response to consumer: Closed with explanation