Consumer complaint received 2018-05-11
Company: JPMORGAN CHASE & CO.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Credit card company forcing arbitration

Complaint:
RE : CHASE CREDIT CARD, EXECUTIVE OFFICE XXXX XXXX XXXX XXXX XXXX, OHIO. XXXX I am submitting a formal complaint against Chase Credit Card. They do business in the State of Florida, and their business practices and dispute resolution process are both falling below the standards that Florida would most likely set. 

I used my Chase Sapphire Credit card to prepay for some elements of a renovation project I was doing was XXXX XXXX. You were previously notified that I reported this company to your office for fraud. I received your kind acknowledgment of my complaint. XXXX XXXX breached its contract by not communicating with me twice daily as required by the contract itself. They were subsequently terminated. 

Chase paid XXXX XXXX {$11000.00} toward the project, whose entire cost was {$25000.00}. Once I terminated the relationship, the company refused to return any of the monies. They did no work in the condo, and the final invoice, attachment D-2, was filled with areas of fraud and included services that were obtained without my permission and without logs or receipts. 

I communicated to Chase that the company was involved in fraudulent activity and their response was that they would pay the company even if fraudulent activity was involved. Specifically, they said that they would pay for any work competed. I found this another unacceptable business practice. This is true especially since their was no essential work done on the condo, and the elements of preparation including partially completed permit applications, diagrams obtained without discussion and undocumented meetings without logs including with the HOA of the condo I will live in. In fact the invoice stated that three ( 3 ) hours were spent with the HOA manager, and I have an email from the manager/asst. stating that only 30 minutes were spent with them, attachment J. 

Chase Credit Card was given over 100 documents, photographs, test messages, emails and even voice mails that substantiated my position. 

The merchant responded and chase requested that I resubmit all the documents again in order to reply. This is not an acceptable business practice. It implies that Chase did not review any of the 100 documents in the first place. 

I sent Chase the final invoice, attachment, in the amount of {$3700.00}. However XXXX XXXX wrote a letter, attachment B, indicating that they intended to keep all {$11000.00} for the contract not being terminated correctly. They appear to state I was present during the point of service, which is false. 



First, the contract was terminated correctly and XXXX XXXX sent written correspondence twice, attachments C and F, acknowledging it. Second, Chase for all purposes should have sent a refund of the difference of the very minimum of {$7800.00} during all of this time. Instead I was told they would not investigate anything related to fraud and simply pay for work done even if it was fraudulent, another unacceptable business practice. 

A major unacceptable business practice is that Chase had four ( 4 ) employees tell me that I had already received a full refund, and that the temporary credit Chase had placed on my account was now a permanent credit. Chase told me later that all four employees were wrong and that the would not take responsibility for the error and issue the refund, but instead continue the dispute process, which, as I mentioned has been overly lengthy and redundant. 


I have attached the two written emails from two of the employees from Chase, indicating in writing that a full refund was issued, attachment H-2 and H-3. I also have the names of the other two employees, who, on recorded lines, indicated that I had a full refund issued, and that it was not a temporary credit. These are XXXX XXXX. In XXXX XXXX at XXXX XXXX on XX/XX/18 and another employee named XXXX a few days prior. 

Further, Chase involved a poor business practice by writing to me, attachment letter I and only acknowledging the mistakes made on the telephone by their company. They appear to have intentionally not addressed that two of the employees above submitted written responses, attachment H2 and H3, indicating that the refund was permanent. To make matters worse, in paragraph four ( 4 ) Chase writes we are sorry that you had difficulty understanding our specialist. There was nothing to misunderstand, I was told that I had a permanent refund from four employees and am not being awarded that refund and instead being told to continue a dispute that has go on far too long and has not really been reviewed seriously by their company. They instead chose to apparently ignore the over 100 documents submitted to them.

An honest and ethical credit card company who employees four persons that all made an egregious error of this magnitude regarding written and verbal assurances of a permanent refund, should take accountability for it. Instead, as per the attachment letter I, they refuse to do so.

In Florida, I believe it would not be considered an acceptable business practice for a dispute of this nature to go on for this period of time when all documentation has been clearly submitted the first time, and promptly at that. 

I am enclosing the letter I wrote to Chase, attachment AA-1, which goes into detail my current response as well, indicating the nature of each element of fraud by XXXX XXXX. 

Chase is now indicating that if the merchant does not agree to the original promised refund, that Chase will actually return the monies to the merchant, exposing me to high risk of never having the funds returned to me, and they will also force me into arbitration with XXXX. It should never have to get that far, in a case with such clear and obvious documentation. This demonstrates a very obvious incompetence on the part of the credit card company in terms of reading support documents and an unwillingness to recognize the consumer fraud which is obvious on the part of the merchant involved. 

There are multiple poor business practices that the attorney general should investigate, which include 1 ) promising a refund by four employees, and then not giving it, 2 ) overly delaying a dispute 3 ) not apparently reviewing over 100 documents submitted to them 4 ) asking for complete repeat documentation again for them to respond to the merchant without apparent review of the documents submitted when they had everything to begin with. 5 ) Insisting on paying a company for services when fraud is involved and documented.

Thank you for your help in what is a very stressful matter and a completely unacceptable manner of doing business with citizens of the State of Florida.

Company response to consumer: Closed with monetary relief