Consumer complaint received 2022-09-01
Company: JPMORGAN CHASE & CO.
State: CA
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 was out of the country visiting XXXX and had a consult to get XXXX  with XXXX XXXX XXXX at XXXX  XXXX XXXX on XX/XX/2022. After the first consult she made me pay XXXX XXXX  because that was the first " step '' in the process. On XX/XX/XXXX, I had the second visit that required me to pay another XXXX XXXX  and to my surprise, the aligners hadn't been produced after waiting a month. This is when I told the Dr. to cancel this service because my aligners had not been produced after a month ( which she was made aware of ) and I told her it was no longer an option to move forward because I was leaving the country. The Dr. refused, told me I needed to pay a third payment of XXXX XXXX  to move forward and told me that a refund was not part of their policy. This was never disclosed and is fraud! XXXX XXXX XXXX is unprofessional and practices extortion on people who come from abroad to get these services. I have never had such a disappointing experience and I can not afford to pay for a service I never received. 

The aligners were NEVER given to me and I have my right to cancel a service that was never provided! I never received any XXXX treatment yet I am still being charged for this. So I called immediately to complain to my credit card company ( Chase : Sapphire Preferred ) and they opened up an investigation. After giving them all of the details, Chase ruled in the merchants favor because I paid in person and signed the receipts. This was never the issue and I kept telling them I was scammed because the Dr. never gave me my treatment. After two months of fighting this dispute and speaking to multiple agents, Chase told me there was nothing I could do to get my money back and left me to pay off nearly {$1600.00} USD. 

Chase has been a nightmare to deal with and after many calls and letters explaining the details of this fraud, they refuse to investigate further and wasted 2 months of my time. During these 2 months, Chase has been giving me the run around with updates consisting of " we will call you '', " we will escalate this information to our executives '' and miscommunication from their agents with the next steps. All of this back and forth for them to tell me " we can't do anything, you signed both receipts and can no longer help you because two months have now passed from the date you filed the dispute. '' I spoke to a supervisor and told them that their agents have been very misleading during this process, so I told them to file another investigation to listen to all of the calls I made and the claim ID is XXXX. I called again a few days later to follow up and was basically told they will no longer help me. I am beyond frustrated and disappointed in Chase. 

I have cancelled my Chase Sapphire preferred as of today XX/XX/XXXX. I need to report this fraud and have it escalated to the highest degree because this is extortion and my credit card company should have handled this differently.

Company response to consumer: Closed with explanation