Consumer complaint received 2019-01-08
Company: JPMORGAN CHASE & CO.
State: AE
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 U.S. citizen who is living XXXX in XXXX under a SOFA agreement, as I am a XXXX with the U.S. military. I am having issues with my credit card company, Chase, on a dispute I submitted. 

On XX/XX/2018, I submitted an order to a XXXX dealership ( XXXX XXXX XXXX XXXX, a third party XXXX dealership ) that specializes in selling XXXX  to U.S. military members or those under the SOFA agreement. I put a {$5000.00} " deposit '' for the order using my Chase XXXX XXXX credit card. I signed an " Order Quotation '' as well as a " General Consent '' document in regards to this, and I intended the {$5000.00} to be used when the auto loan would be dispursed after the card was made. 

However, a couple weeks after this I learned that this particular dealership had mishandled my vehicle order by not having my {$5000.00} go through the V.A.T. (  value added tax ) free program that is in place between the XXXX and U.S. government. Due to this, if I were to receive the order, XXXX customs could seize the vehicle until I paid 19 % taxes on the vehicle. The " Order Quotation '' I signed did not include this tax amount, and so the " General Consent '' that was signed should be broken because the agreed upon price would now be changed. In addition, the agreed upon delivery date was going to be missed by more than 6 weeks ( another stipulation of the " General Consent '' that could cause the order to be cancelled ). Finally, I never signed a " Bill of Sale '' for the vehicle so I am not legally beholden to the order or the vehicle. 

All of these issues and more caused me to cancel the vehicle order on XX/XX/2018. The dealership refused to acknowledge my proof of wrongdoing on their part, and proceeded to threaten me by insisting they would keep my {$5000.00}, attempt to pursue me for 15 % of the vehicle 's value in fees, and send me to collections. The dealership was standoffish and refused to provide me with any proof of my wrong doing or any counter proof with what I had presented to them. 

I contacted the U.S. VAT Free program head here in XXXX who agrees that the dealership mishandled the order ; I also contacted XXXX HQ who further concurred that the dealership misled me and should return the money. However, since they are a third party dealership, they could not force them to do so. I have hired a XXXX lawyer to handle this case and the dealerships lawyers have ignored all legal communications and so I am taking them to small claims court over this. 

The reason for my complaint is due to my credit cards handling of the dispute on the {$5000.00}. I contacted my credit card company, Chase, to initiate a dispute on the charge. I submitted all of my proof ( e-mail chains, documents signed, policy letters, etc. ) to them. Initially, Chase provided me with a $ XXXX credit in approximately XX/XX/2018. They stipulated that this was dependent on two billing cycles for the merchant to refute the dispute. 

The dealership waited the two months before countering, which caused Chase to place the charges back on my credit card statement. Chase not once notified me of their decision or consulted with me on the issue. I called into chase multiple times over multiple hours trying to find out why the charge had been placed back on my statement. 

Chases ' response shocked me. They stated that because the merchant had produced a policy, they would always adhere to the merchants policy and would not take into account the documentation and proof of how the policy was broken. This meant that even though the dealership had mistreated the order and broken several rules, Chase would not investigate the issue further. They thus saddled me with the {$5000.00} charge again without consulting me first, they did not provide me any documentation in regards to my proof of wrong doing, and they did not provide me with any documentation that the merchant might havep rovided them. 

In addition, they mistakenly placed a {$4900.00} charge in addition to the {$5000.00} on my statement which caused me to have to call in for over 5 hours until they figured out that the {$4900.00} was erroneous on their part and corrected it. 

As such, I am required to take this issue to court in order to get a resolution. I understand this necessity, however I would like to file a complaint about Chases ' handling of the issue. They are not on the consumer 's side it seems and are not using evidence of wrongdoing to provide protection from merchant 's malpractice. 

Thank you for your time.

Company response to consumer: Closed with explanation