Consumer complaint received 2023-04-12
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:
Need to file dispute for two sperate charges from XXXX XXXX XXXX XXXX. {$850.00} posted XX/XX/XXXX and {$1300.00} Posted XX/XX/XXXX. 
Series of events : XX/XX/XXXXXXXX XXXX  XXXX, we attended a dune tour in XXXX XXXX CA with my family at XXXX XXXX XXXX tours. We signed rental agreements with merchant that did not have the numbered information that it has now and a huge premise for the given dispute. I have just ( XXXX, XXXX, XXXX ) received correspondence of provided information sent to Chase by this merchant in the mail postmarked XX/XX/XXXX. 
The data provided is not in full context and the damage information is vague, unexplained, confusing and the figures were NOT written in when rental agreements were signed. These figures were never discussed with me as a customer. Upon the completion of the tour, we were asked to provide a positive XXXX review for a t shirt. no damages or issues occurred within the rentals and the merchant provided no feedback at the conclusion of the tour to anything that needed repair. NO ISSUES. 
There was a {$1500.00} deposit made for all equipment to be covered in case any damages were discovered on and/or directly after the tour. Statements are clear in account history that the deposit was made and then an amount of {$1200.00} was Returned on XX/XX/XXXX by the merchant. The amount of {$290.00} retained by the merchant was explained over the phone on that same date for a " roll over policy '' and I agreed that it was a fair charge for my XXXX XXXX XXXX tipping the ATV while riding. EVEN though NO damage was seen. I specifically asked the merchant if everything else was square and he said that we were all good to go and hope to see us again. 
XX/XX/XXXX. I received a strange text from XXXX XXXX XXXX tours ( attached screenshot ) that stated XXXX XXXX, XXXX XXXX XXXX tours here. Thanks for taking care of that XXXX XXXX symbol much appreciated. It was at this point that I called and couldnt get a hold of the merchant over the phone. It was confusing to say the least as I had no clue to what the text was referring to. I immediately logged onto chase mobile and noticed the 2 charges in dispute, one that had already posted in the amount of {$850.00} and another charge that was pending of {$1300.00}. Not one time were these charges discussed with me by email, text, or phone conversation. I reached out numerous times over the phone that day and texted that I wanted to receive the correspondence that related to these charges to my XXXX account. Needless to say, this email never occurred. I reached out a few more times before receiving a voice message on my phone that was very unclear and slightly threatening. The merchant had said something about collections and getting ugly and sick really fast. 
XX/XX/XXXX, continued. I notified chase customer service about the two charges that had happened. I was referred to dispute team and I explained that I was not physically there for the two charges and did not authorize them. NOT VALID. They then referred me to another department that cancelled the charges and the card and sent us a replacement. I was informed that these charges would not be my responsibility as a customer and were unauthorized charges made against our credit card. 
XX/XX/XXXX. My wife was going to make a payment on our credit card and noticed both charges had been reinstated onto are account. Chase did not contact us by phone, email, text, or mail as to why these charges were once again upon our account. I called customer service to investigate the issue and was informed that the merchant had sent a memo of rental agreement and a damage report. I advised the agent that I had still never received any of this from the merchant and wanted to know why I was not contacted about this correspondence being available. The agent told me that the charges were valid, and I had to take my case to the merchant. I informed the agent that I had tried to get in touch with this merchant multiple times and never had any luck in doing so. We are now over 2 months removed from our tour and business transaction and we were back to square one. I asked to speak to a supervisor and once again she told me that I needed to talk to the merchant. At this point I ended the phone call. 
I called back and talked directly to the fraud department after that. When I spoke to the fraud agent, they informed me that the correspondence that the merchant sent was justified and that they would send me a copy in the mail. 
XX/XX/XXXX. Still awaiting correspondence. Credit score dropped by the end of statement due to the charges brought back into account. I contacted customer service once again over the phone to get an update. They were unaware of what to do and wanted to transfer me to fraud department again. I refused and asked to speak to a supervisor. A service supervisor came onto the phone and listened to the long story of where we are now in this journey. She then informed me that I needed to talk to the dispute department about the transactions. I informed her prior to the transfer of the call that this is the department that started it all and gave me the run around to the other departments from the very beginning. My call was transferred, and I began conversation with a dispute representative. I immediately asked for the assistance of a supervisor due to the phone run around, lack of communication, overall confusion, customer dissatisfaction, and unresolved account issues. This was the end of the line for these dealings. The supervisor came onto the phone and explained the chase system of dispute. She explained that I needed to write a message on the chase website and submit for dispute to handle the transactions. 
XX/XX/XXXX. I finally received the correspondence that Chase had received from the XXXX XXXX XXXX tour merchant. After review I can confirm that this information of charges was not present on these forms and were signed prior to the tour. There are notes of the {$850.00} and that the charges were texted ( FALSE ). There is another note about this invoice being emailed. ( FALSE ). These numbers and figures jotted down are unclear, and disorganized and do not clearly state any clear damage to any of the rentals and were never discussed with myself or any of my other family or friends on site on XX/XX/XXXX. I have two other witnesses that can confirm the same claim. Additionally, the time says we ended at XXXX XXXX. We were still on the tour until XXXX XXXX. I distinctly remember this due to calling my wife as soon as we got to the facility to let her know it was done. No figures of damage or repair were reported to us at the facility, after the tour and especially not by XX/XX/XXXX, when the first charge happened. 
When there is a {$1500.00} deposit sent back in the form of {$1200.00}, business was concluded XX/XX/XXXX. The transactions that occurred after XX/XX/XXXX were done so without verification, notification and without damage. Damage was not present on any of our rentals upon conclusion of the tour and there was never any discussion of damage to any of the vehicles. no pictures, no proof, no nothing. Once again, even when asked for correspondence to be sent to my XXXX account on XX/XX/XXXX, I got absolutely nothing from this business. 
I have even attached multiple XXXX reviews on this business in reference to the same issues that I am experiencing. There is even a review that mentions how this company has changed their name in recent history due to negative reviews. Additionally, I have sent snap shots of the only text conversations that were had with myself and still have the threatening audio voice message from the merchant saved to my phone. 
Between the bad experience with the merchant and now going through nearly 3 months of conflict internally with Chase, this has taken a toll, not only on the credit score but on our livelihood. Things from the beginning have been handled irresponsibly, with little to no care, insufficient feedback and overall poor service. I have been dissatisfied multiple times with the way these transactions have been handled and hope that the dispute team takes these issues serious and handle them professionally for myself, the customer. It has been a long road to say the least and look forward to working with the dispute team to put the shady transactions against our card to rest. 
I attempted to do as instructed with this message and send it as a dispute through the messaging system as instructed by a dispute supervisor. After going through the system to do so, all it did was lead me to a page that told me to call customer service. Just another roadblock in our process. 

I am a good paying customer... GREAT credit history. I deal with other banks that are TOP NOTCH. Chase has been HORRIBLE. They do not care.

Company response to consumer: Closed with monetary relief