Consumer complaint received 2023-08-04
Company: JPMORGAN CHASE & CO.
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX I disputed the amount of {$9000.00} from merchant XXXX with Chase. On XX/XX/XXXX, Chase notified me that they investigated and found the charge to be valid and case is closed. I sent my first complaint to CFPB on XX/XX/XXXX outlining the problem. On XX/XX/XXXX, Chase responded that they confirmed their previous findings. However there are many unanswered questions about the case so I submitted my feedback on XX/XX/XXXX. Since I haven't heard back, I called the case manager XXXX from the Card Executive Office and she told me I would need to open a new case so here I copied my feedback from XXXX, before I left on vacation. This is in response to the final letter from Chase dated XX/XX/XXXX. Lets first understand what the full services are that the merchant agreed to for Level 4- {$9000.00}. The merchant was to provide my XXXX 6  XXXX  pre-production sessions with their writer and acting coach and provide participation in production/filming as stated on the merchant contract and advertisement. The agreed dates/times for the 6 XXXX  sessions are completed as outlined on my timeline sent to Chase. The promised dates of the production/filming is XX/XX/XXXX week for 4 days at XXXX XXXX in California. My husband, daughter, mother-in-law and myself are in XXXX, GA and will need to pay for travel and accommodations to XXXX XXXX. Did Chase dispute team review my timeline, the contract and advertisement? Because if they did, I dont understand how Chase did not catch that the merchant lied on their XXXX XXXX response claiming they rendered full services based on 6 XXXX  calls. Please explain this to me. Id like to address Chases response in XXXX  points below. 1. Chase stated charge is valid because I agreed to the date and time of the service as well as a report from XXXX  showing that service was rendered in full. The XX/XX/XXXX response from merchant with exhibit A shows I acknowledged a XXXX  schedule of 6 pre-production calls. Where did I agree that this is the full service rendered? I did no such thing. Their response should raise red flags because the emails between myself and merchant shows a back and forth about filming dates in XXXX so how can the 6 XXXX  be full services rendered? Why didnt anyone question this? Were the emails I provided ignored? Even more importantly, the merchant exhibit A purposely omitted the last sentence of the paragraph in contract stating " As a result of completing the pre-production meetings, XXXX and Client will consider XXXX  prepared and allow XXXX  to participate in a XXXX+ production under the terms and conditions of this contract. '' Why didn't anyone at Chase check the merchant exhibit A against the full contract that I submitted to Chase? Further, I attached the merchant advertisement showing Level 4- {$9000.00} includes filming as well. So let this be clear, the merchant full services are Meet with Writers 6x + Acting Coach + Filming as outlined on the XXXX advertisement and contract. Why was the merchant 's XX/XX/XXXX response accepted at face value? Why didn't Chase contact me and give me the opportunity to respond between XX/XX/XXXX and XX/XX/XXXX? No one at Chase reached out to me after I called them on XX/XX/XXXX. I called again on XX/XX/XXXX asking for an update. I spoke with XXXX and he told me its still in process. Chase had the opportunity to win this case with the full contract and advertisement provided as evidence to prove that merchant lied on their XX/XX/XXXX response. Why didnt Chase send the proof to merchants bank? 2. Chase stated they needed evidence showing merchant promised services for XX/XX/XXXX week. On XX/XX/XXXX I called Chase after I received notification of their letter dated XX/XX/XXXX asking if we want to continue the dispute. I spoke with XXXXChase rep at XXXXXXXXEST and told her my evidence is a voice recording of the merchant promising XX/XX/XXXX week for production/filming. The merchant told me to keep XXXX XXXX open. We paid for Level 4, 4 days filming experience. In the voice recording the merchant confirmed that they booked XXXX XXXX in CA for XX/XX/XXXX week. I was on the phone with XXXX/Chase rep for 17 mins and 10 secs. At the 5 min 54 sec mark, I explained to her about the voice recording and asked how we can do this. However at the 12 min 54 sec mark, XXXX told me that they can't use the audio recording and told me to just put on my response that they verbally told me. I followed her instructions, which led me to believe that was enough. Why didn't Chase accept the voice recording as evidence? Why did Chase tell me to just respond that they verbally told me if that wasnt enough evidence? 3. Chase stated that they explained on XX/XX/XXXX that the outcome of the dispute will remain the same because the merchant provided proof that they made the services available to me. What and where is that proof? Is the proof the XXXX  calls? Then I refer to my questions from point # 1. The merchant never offered another 4 dates that satisfied the agreement. The service I paid for is 4 days summer camp. But in merchant 's email on XX/XX/XXXX, XXXX said she will organize to film in one day on XX/XX/XXXX. She tried to convince me on a phone call to accept 1 day. I paid {$9000.00} for 4 days experience. The conversation left me very uneasy. When merchant never offered to refund any amount or make any amends that is fair to us, I felt they were up to no good. The emails I have shows the merchant made no attempts to make the full service available to me, quite the opposite. I was the one who was trying to accommodate and we were willing to forfeit 1 day experience by asking if they would move up the filming service to XXXX XXXX XXXX. They said no. They didn't budge and told us the 4 filming dates ( XXXX XXXX ) can't be moved but they can get my daughter 's filming done in less days. Again this is their attempt to make me accept lesser days of service than what was agreed without any reimbursement. Our flight tickets leave XXXX for XXXX, XXXX on XX/XX/XXXX. That means we would have to fly back on the XXXX from XXXX XXXX to XXXX and still possibly risk our flight to XXXX the next day with all the flight delays and cancellations these days. That leaves us 2 day filming experience on XX/XX/XXXX and XXXX. I paid for a 4 day experience, not 2 days. Because of our interactions I have a bad feeling that even if we agreed to do the 2 days, paid for airfare, hotel and transportation from XXXX to XXXX XXXX that the merchant will end up cutting filming to just 1 day as mentioned on their email. Where is the evidence that they made services of filming 4 days available to me? On merchant responses on both XX/XX/XXXX and XX/XX/XXXX proves they never had intentions to refund anything even though they are the ones who changed the filming dates well after the 3 day cancellation policy. And knowingly changed it to XX/XX/XXXX week when we told them before signing the contract that we couldnt film that week due to existing travel plans. They are the very definition of unscrupulous businesses. If anyone stepped in my shoes, they will realize they are being conned. 4. Chase stated that they are past the allowable timeframe to pursue this matter further under the XXXX  Core Rules. What actions did Chase make after the merchant response on XX/XX/XXXX if Chase knew the timeframe expires on XX/XX/XXXX? Why didnt Chase put urgency to resolve this case before the timeframe expired? Why was I not notified prior to XX/XX/XXXX that the merchant responded on XX/XX/XXXX? Why did Chase only send me a letter on XX/XX/XXXX, 7 days past the allowable timeframe when there is no recourse with Visa? I called and spoke with Chase reps on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX to ask how to appeal or dispute the transaction again. Why didnt anyone tell me that the timeframe with Visa has expired on those calls? Why would the dispute team advise me on XX/XX/XXXX on how to dispute the transaction again if the timeframe with Visa has already expired? Again I followed the instructions from Chase rep to file the re-dispute and sent all documents through the Secure Message center. On XX/XX/XXXX I received notification that Chase sent a letter dated XX/XX/XXXX with the same result, that charges are valid but no explanation why. I called same day and only then I was told that the timeframe to appeal has expired. Why didnt Chase communicate this to me when I spoke with them from XXXX? According to FTC, if I disagree with results of the investigation, I have the right to appeal the decision within the time period the issuer gives you for payment or 10 days of getting the explanation, whichever is later. Is it right or legal that my right to appeal was taken from me because the Chase dispute team didnt act promptly? All my efforts with the merchant was exhausted and that's why I depended on Chase dispute team to help consumers like me who are frauded by unscrupulous merchants like these. I would like Chase to review all the evidence with a fresh set of eyes and provide answers to all my questions asked above.

Company response to consumer: Closed with explanation