Consumer complaint received 2017-10-13
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:
XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX/XXXX/XXXX Consumer Financial Protection Bureau On XXXX XXXX, XXXX, I took my XXXX to be repaired at XXXX XXXX XXXX in XXXX XXXX, Fl. The owner of the repair shop inspected the car and indicated that the fluid leak was caused by a faulty power steering line. I charged {$630.00} to my XXXX XXXX ( see attached # 1 ). I returned to the auto repair shop three times after my car was repaired because the leak had not been fixed. I showed the mechanic pictures of my garage floor ( attached # 2 ) with leaking spots from my car. I also showed him the damage that was done to my leather interior by his mechanic. A fluid had been dropped on the passenger side leather seat and spilled on the emergency flasher. ( attached # 3 ) The owner got mad and obnoxious. 

A few days later, I had the car inspected by a XXXX dealer, I was informed the part installed was not a XXXX part ; the part was Jerry-rigged in an attempt to fit a problem that probably did not even exist before he installed the part. According to the XXXX dealer, the leak was coming from another part of the engine. I called XXXX XXXX Services and disputed the charge. I allowed {$48.00} on my credit card for the replacement of the idler pulley. I requested {$580.00} to be removed. 

On XXXX XXXX, XXXX, an insurance adjuster ( XXXX XXXX XXXX for XXXX XXXX went to XXXX XXXX XXXX XXXX XXXX in XXXX XXXX to inspect damage to my car from a hit-and-run. The owner of the collision shop asked the insurance adjuster to determine if there was any connection between the leaking fluid under my car and the accident. The insurance adjuster sent me a statement and took a picture of the leak. I never met the insurance adjuster. He states : The leaking coming from the power steering line to the pump is not loss related. The line has been recently replaced, the leak is coming from the line at the pump. His statement and the picture he took are attached. I sent all of this information to XXXX XXXX Services. 

On XXXX XXXX, XXXX, I received a letter from XXXX stating that a temporary credit had been issued to my account. The letter is attachment # 4. The letter states : Please know the merchant is given time to provide relevant information regarding the trans- action. We will contact you if the merchant responds with information. If the merchant doesnt respond, the temporary credit will become permanent. There was never any contact or sharing of information by XXXX before the {$580.00} suddenly appeared on my credit card without any notice and with a XXXX date. ( attachment # 4 ). 

After the charge reappeared on my credit card statement as a re-bill, I called XXXX XXXX Services on XXXX/XXXX/XXXX and spoke with XXXX in the XXXX Disputes Department. 
She told me the charge would be put in dispute and I should immediately re-send all of the information detailing my reasons for denying the charge. I immediately sent the information. Within a few days, I received a letter from XXXX XXXX XXXX indicating I should determine if I wanted to dispute the charge. 

Subsequently, another letter was received dated XXXX/XXXX/XXXX stating : Our ability to successfully pursue a refund depends on how well we can document our case against the merchant. In this instance, we do not have the proper documentation to present to the merchant that supports the dispute ... Also, since a significant amount of time has passed since the date of the charge, the merchant isnt under any obligation to provide a credit to your account. 

How much more documentation does XXXX XXXX XXXX need? Nothing was ever mentioned by XXXX XXXX XXXX as the type of documentation they required. Regarding the significant amount of time XXXX claims passed since the date of the charge, I immediately called XXXX XXXX XXXX after I could not resolve the problem with the merchant. During the period this charge was in dispute, I never received any additional information regarding the charge from XXXX XXXX XXXX or the merchant. 

Now for the big questionDo you think this method of operation is unique to me? An audit of XXXX XXXX XXXX customer complaints against merchants will probably show a similar pattern of re-billing the charge to the consumer without telling them -- unethical and possibly criminal. 


XXXX XXXX XXXX

Company response to consumer: Closed with explanation