Consumer complaint received 2017-03-20
Company: JPMORGAN CHASE & CO.
State: WI
Product: Credit card
Issue: Billing disputes

Complaint:
Chase bank failed to properly investigate dispute based on service provider for my vehicle who failed to replace parts charged for, failed to complete work which left vehicle in a unsafe and dangerous condition Chase made false and misleading statements to me regarding dispute process resulting in further expense, time and damage to my credit reports, failed to provide documentation to me when requested of dispute contacts, and information gained on my behalf. 
My vehicle had been worked on at XXXX in XXXX WI. At the request of XXXX which originally contracted to do work. Upon signing reciepts. ( a condition of getting my keys returned ) I drove vehicle off lot. I discovered distributor charged for was not replaced, gas sending unit inoperative. Later upon beginning to fuel vehicle I discovered gas fill lines left unattached, which resulted in gasoline pouring on ground. I immediately phoned provider and received no response as to credits or refunds. I then phoned Chase bank to stop payment and also wrote dispute paperwork and delivered to them. Chase after time expired for merchant response, credited my account for charges. Soon after, I discovered charges were again on my account, when apparently Chase employee in XXXX allowed submission by merchant. I was told by Chase employee to have vehicle taken to outside shop so they ( Chase ) could verify work discrepancies. I did this though reluctantly as I felt I would be throwing more money at it and no assurance it would help.I was assured this is what they ( Chase ) needed to resolve dispute. Secondary shop found parts not replaced as specified and standard work that should have been part of repair undone. I again contacted Chase and was told I should redispute. I questioned if this would affect account and was told no. It would be on hold. I did as instructed and later recieved a letter stating no dispute resolution but without any supporting documentation. I called and was told by Chase employee when I asked why payment was made to merchant in question that " Well XXXX I can only assume you do not, and either do I know how to repair your vehicle or you would not have taken it in '' And " We could not just let this drag on '' Chase has repeatedly changed the reasons for dispute on their end to make their case for merchant. I have requested documentation to support their investigation and told " its handled '' but nothing forwarded. Chase advertises consumer protection and misleads consumers into believing they are protected. I made it clear to Chase that I had been charged for services and parts not recieved and their employee arbitrarily authorized payment based solely on their opinion. The only dispute resolution Chase apparently does is ship paperwork overseas, wait a few weeks and send out another form postcard asking me to set up autopay and saying how sorry they are. I have tried numerous times to obtain documentation of responses and recieve only rehearsed answers and diversionary statements. They ( Chase ) have now reported my account to credit agencies as a result of dispute, even though account is not deliquent. The only contact number they give out is apparent call center in XXXX, which they deny unless really pressed for info. Their actions mislead consumers into thinking they are protected from fraud and poor performance and in fact they are left unprotected.

Company response to consumer: Closed with monetary relief