Consumer complaint received 2017-05-25
Company: JPMORGAN CHASE & CO.
State: DE
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 contracted with a moving company,  XXXX   XXXX   ,   XXXX   XXXX   XXXX ,  XXXX ,  XXXX , to move our household belongings from  XXXX   XXXX ,  XXXX  to  XXXX ,  XXXX .  XXXX  Moving is North American Moving and scheduled to pick up at our home in  XXXX   XXXX ,  XXXX  on  XXXX   XXXX ,   XXXX   at  XXXX   XXXX   XXXX  . The driver scheduled did not show up and after many frantic phone calls I finally reached the driver to learn he was not coming and cancelled our pickup, notifying  XXXX   XXXX .  XXXX  relocation failed to notify me and was not able to find a replacement truck to move our belongings. The best they could do would be to pick up the next day, Sunday and put our belongings into storage until they could schedule a truck. This delay cost me a hotel stay and a house cleaning fee as we were not able to have our move out cleaning as scheduled.   Apparently  XXXX  then subcontracted moving our belongings to  XXXX   XXXX   XXXX   XXXX   XXXX  without my knowledge or consent. I purposely did not choose  XXXX   XXXX   XXXX   as they had a terrible reputation and bad online reviews, even though their estimate was less than  XXXX   XXXX   XXXX   XXXX  . I thought I was paying more for better service.   Upon our belongings arriving in  XXXX  on  XXXX   XXXX ,   XXXX   I was surprised to find an  XXXX   XXXX   XXXX   truck pull up at our home in  XXXX . I was even more shocked to find our mattress and box spring loaded on the outside rear of the truck trailer and traveled across the country through  XXXX  to  XXXX  enduring several days of heavy rain. Obviously our mattress and box spring was soaked and ruined beyond use leaving us with no where to sleep. Additionally all of ou r boxes ( new, heavy duty moving boxes )  were smashed with contents literally hanging out. Plastic storage bins were smashed and crushed. As I started documenting the damaged boxes as they were coming off the truck, the movers were aware of my disgust and hurriedly unloaded our belongings into the garage and took off as soon as possible. Thus leaving me unable to account for all our belongings. Keep in mind I am on the phone at this time trying to reach  XXXX  to resolve the mattress issue and where we were to sleep until we could get a new mattress delivered. This also being  New Year 's wee kend.  XXXX  suggested we could sleep on the floor ( I am  XXXX   years old ), purchase a air mattress, or get a hotel. But that they would   not reimburse me for any of those expenses.   As I had already paid  XXXX   XXXX  in full as required by contract prior to our belongings being deliver using m  y Chase credit card, I was forced to file a dispute with Chase against this merchant for the services rendered.
After providing all requested documentation, including detailed photos, Chase dispute department sided with the merc  hant, even though the merchant that actually responded was not  XXXX   XXXX   XXXX  of  XXXX ,   XXXX   and even though the merchant 's response statement did not address any of the items I listed in my dispute. Keep in mind I only filed a dispute for the additional costs I incurred, outside of what the moving insurance would cover. I did not seek the entire charged amount. I thought I was being fair.   I contac ted Chase to ask  why they chose to side with the merchant, why they accepted a statement from an agency that was not the agency of contract and that the credit card payment was made to and how they could accept their response when it did not address any of the items I listed.   The dispute department refused to listen to any logic and proceeded to list the dispute as closed.

Company response to consumer: Closed with explanation