Consumer complaint received 2016-02-19
Company: JPMORGAN CHASE & CO.
State: CO
Product: Credit card
Issue: Arbitration

Complaint:
My Wife and I hosted, paying ourselves, a rehearsal dinner at a restaurant called the XXXX located in XXXX, CO that catered to private parties ; this was not an odd request for them in other words. Although there were numerous distasteful and unprofessional occurrences that made the entire event a bad experience, we did not receive the service of an " in-room '' hosted beer and wine bar that was supposed to be open for the first hour and then cash- with the option to extend our payment after the hour was over- instead all beverages, including non-alcoholic beverages, had to be ordered to an understaffed and overworked wait staff- XXXX people for XXXX people. For this reason, we disputed the charge for the hour of unlimited beverage-beer and wine and soft drink/juices- ( {$500.00} ) for the hour because neither the agreed to terms were provided. We voiced our discontent to the management the night of and called the hostess several times after to try and work this out-each time our calls were not returned and our concerns the night of were met with a very demeaning confrontational reaction by the XXXX management. 
The dispute was done through via the CHASE Southwest rewards card. My wife has A list status, I have had this card since XXXX and have never missed a payment-even through two years of being out of the country, and we have never disputed a charge before ; so we are responsible understanding people that do not make waves unless severely slighted. The initial dispute was handled by CHASE customer service on or about XXXX XXXX We were given a " Credit '' of {$500.00} for the dispute and told that the XXXX management did not respond to their inquiry. We were paying off quite a bit of our wedding expenses and my wife and I were careful not to touch the {$500.00} credit until the dispute was resolved in writing. In XXXX, we received a letter from CHASE with documents that had the XXXX response- a XXXX sentence response that stated we got what we paid for and had copies of the checks we paid with prior to the event ; we paid in full prior to the actual event and did so trusting that this restaurant, a subsidiary of the larger XXXX XXXX XXXX, would not pull anything funny. We responded with a detailed outline of our issues and cited the contract, referenced the issues with the XXXX changing special event hostess, and had to fax- {$60.00} out of pocket to XXXX . Over the next few days I tried to make contact with the XXXX office to ensure that the response was received in time. I received a call back from XXXX XXXX a few days after the deadline ( XXXX/XXXX/XXXX ) notifying me that my response was received and I would get correspondence in the mail no later than 30 days with the decision. I called the stateside customer service representatives to ensure that there were notes that my response was received and I also expressed my concerns that the credit were received disappeared after we paid off the credit card balance in early XXXX. in late XXXX I received a call from CHASE disputes and was told that the dispute was resolved and {$500.00} was deducted from our total cost of XXXX services. 
On XXXX XXXX in the middle of the day, I received missed a call from the XXXX CHASE number, which I missed since I was in a meeting- no voice mail was left. I called the number back and was told the dispute was not founded in out favor, I asked to speak the the Manager on duty, XXXX XXXX, who told me that there was nothing I could do, but respond to the letter that would be coming in the mail in the next few weeks. As of XXXX XXXX there is a {$500.00} charge on our card that will need to be paid off next month to avoid interest. 
The reversal of the dispute decision and a lackluster customer service system of notification along with the obtuse " Credit '' system is concerning and needs attention on a larger scale than just me. Thank You

Company response to consumer: Closed with explanation