Consumer complaint received 2022-02-20
Company: JPMORGAN CHASE & CO.
State: TX
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:
The details below are to the best of my memory. The company XXXX XXXX had issued web hosted invoices that they removed from online when I tried to access them again to show my credit card company how they lied. The only invoice I have is the day before the move which I had screenshotted, which I have attached below. 

My family and I hired a moving company to help us move from XXXX XXXX XXXXXXXX to XXXX. 
They quoted us {$3.00} per cubic foot as well as a 9 % fuel surcharge and a {$450.00} binding estimate fee. I asked how much we would be charged if we needed to add items as we had not finished packing. He said it would be {$3.00} per cubic foot extra and the 9 % fuel surcharge. At this time we did not have a lot of stuff. The total we were quoted was the bare minimum they allow for a move at XXXX cubic feet plus the 9 % fuel surcharge and then the binding estimate fee. The total would be {$1400.00}. I was informed that the payments would be structured into the segments. The first payable as a credit card and the second and third only payable through cash or check or money order. I paid the deposit requested on XX/XX/XXXX in the amount of {$590.00} with a credit card. 

We contacted the company closer to the moving date to update them that we had more stuff and needed an updated quote. The rep took a very detailed inventory of the items we were adding and gave us an updated quote of XXXX cubic feet. The new quote was as follows : XXXX cubic XXXX {$1800.00} Fuel Surcharge 9 % = {$160.00} Credit card fee= {$.00} Binding estimate fee= {$950.00} discount= {$12.00} total : XXXX Of which {$590.00} was already paid. 
I was also informed that I would need to pay more for the deposit to which I agreed and we paid an additional {$450.00} on XX/XX/XXXX. 

I reviewed my estimate and called the rep back as I saw my binding estimate jump from {$450.00} to {$950.00}. I wanted to cancel but I was told not to worry and that the rep would resolve the issue. I was put on hold for an hour and then the call hung up. As I was outside their business hours I called the next few days and I got no response. 

Moving day was here and I got in touch with someone I explained that the movers are here but I need to get this {$500.00} resolved before I moved forward. The rep reassured me not to worry and to progress with the move and that any issues will be dealt with later between the carriers. I also learned that I was dealing with XXXX different entities not XXXX. I had been dealing with a broker and then XXXX moving companies which as a consumer was very difficult to navigate. 

After the stuff was loaded onto the truck I was informed that the quote was a huge underestimate and my real cubic feet was XXXX. It made no sense to me since the rep over the phone took a very detailed itinerary of my items. I would be understanding if it was slight over but this increment was no marginal error and I did not want to be held responsible. I tried to explain that I shouldn't have to pay for this error. Had I been informed properly I could have planned accordingly. Perhaps sold items, thrown away more or quite simply packed less. I asked what my options were if I needed my items brought back and for me to reassess my cost since this was such a huge jump. I was informed that If I did not agree to this my items would be unloaded and put on the street and I would lose my deposit. Out of fear of that I agreed to move forward. My new total was a little over {$3600.00}. I was being forced to pay {$1000.00} more than my quote. 

Once I disembarked I called the company again to explain to them my XXXX complaints of one I was forced to pay an extra {$500.00} in the binding estimate fee and then secondly the huge discrepancy for which I was being penalized. The responded with ... sorry it was an estimate and if you had issues you should have called. I told them I did but was told not to worry. After many phone calls and being given a run around I called my credit card company. Chase said if the service was delivered they couldn't do anything. This was absurd since I know as a consumer if I am overbilled or the service is different than what I was being told I had a right to a dispute. So after Chase declined it I am coming to the CFPB to help me rectify this as well as prevent future consumers from being taken advantage of. 

In short I was promised a huge underestimate for my move. The day off the move I was extorted and told If I didn't pay my items would be thrown on the street and I'd lose my deposit. Out of fear I decided to go ahead with the move. 

Attachments as follows : The last invoice I was allowed to view. 
Payment to XXXX XXXX- subcontractor of XXXX XXXX who picked up my items. 
Payment to XXXX XXXX Sub contractor who delivered my items.

Company response to consumer: Closed with non-monetary relief