Consumer complaint received 2023-07-26
Company: JPMORGAN CHASE & CO.
State: SD
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:
On XX/XX/2023 we paid {$4500.00} for a set of veneers for my wife using a Chase-branded credit card. The work was performed a few days later on XX/XX/2023. Hours later, my wife was not satisfied with the result. She let the merchant know, and they acknowledged her complaint. That was the last time the merchant ever communicated with us. My wife made a last-ditch effort to contact the merchant on XX/XX/2023, wherein she described additional problems : inability to speak or eat properly and inability to floss. She also continued to experience severe pain. She again received no response, and we flew to XXXX for a long-planned family vacation. 

On XX/XX/2023 my wife made an appointment with another dentist to have her mouth examined. During the appointment, it became clear that the work performed by the merchant was defective and outright dangerous. It was critical that they be fixed as soon as possible. We made a plan with the dentist to remove the defective veneers and install new ones. The work would be conducted over several weeks and severely disrupt our plans. We paid a total of {$4100.00} for the removal and replacement in a combination of cash and bank transfers. 

The merchant had been completely non-responsive since our initial complaint, and we felt as if we had been scammed. With no way to contact the merchant and come to a resolution, we placed a call with Chase after the appointment and told them everything that had happened. Chase opened a dispute under reason code 13.3 NOT AS DESCRIBED/ DEFECTIVE and provided us with a claim ID : XXXX. Chase also advised us to get a letter from the dentist detailing all of the issues with the veneers installed by the merchant to help adjudicate the case in our favor. We provided this letter. 

On XX/XX/2023 we received a letter from Chase stating they consider the disputed charges valid, and that there was no billing error. Chase did not address the reason for our claim that the service was defective and not as described. In their rebuttal, the merchant submitted proof of payment and some photographs of my wife 's mouth. That was apparently sufficient for Chase to side with them. On XX/XX/2023 we submitted an appeal. On XX/XX/2023 we spoke with Chase again. During the call, Chase explained that the reason for the denial was that the merchant had claimed we did not notify them of any problems with their service. This was completely false ; we notified the merchant of the issues caused by the veneers, and they acknowledged it. In addition, the photographs the merchant provided to Chase in their rebuttal were actually provided by us after we had made her initial complaint to them. The merchant was being dishonest with Chase, and we had the text messages to prove it. Chase advised us to send the supporting evidence, which we did. They also provided a new claim ID : XXXX. 

On XX/XX/2023 we received another denial letter from Chase again stating they consider the disputed charges valid, and that there was no billing error. We again spoke to Chase on XX/XX/2023, and were again advised to send another letter to have the dispute reopened. We did so after the call, wherein we informed them that we wished to continue fighting the charge and that they were not addressing the reason for the claim. We also expressed our disbelief that a merchant can charge for a defective product or service, completely ignore the customer after they voice any concerns, lie to the credit card company in their rebuttal to a customer dispute, and still have a case adjudicated in their favor. Chase reopened the claim with another claim ID : XXXX. 

On XX/XX/2023 we received another denial letter from Chase citing the same reason as before. Chase continues to insist that the disputed charges are valid, and that there is no billing error. They are not addressing that the service was defective and not as described. The veneers were defective and had to be almost immediately removed and replaced. Chase has sided repeatedly with the merchant based on a photograph of a receipt despite us providing many pieces of supporting evidence that the service was defective and proof that the merchant is being dishonest. We strongly disagree with Chases findings, and feel as if we are being given the run-around. At this point, we are getting nowhere with Chase Customer Service and wish to have this case escalated.

Company response to consumer: Closed with monetary relief