Consumer complaint received 2016-10-22
Company: JPMORGAN CHASE & CO.
State: NY
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
We were getting meals delivered to us for my elderly mother from a company called XXXX XXXX for {$39.00} per delivery. I was going to discontinue the service in XXXX when they sent us a special summer promotion for {$19.00} per delivery, so at the end of XXXX I paid them for {$1300.00} worth of deliveries, but I told them to only deliver 4 times a week. 

We could set it up for as much as 7 days a week or as little a one day ; that was up to us. We had been getting XXXX deliveries per week prior to this last order but when I put in the order for this special price I cut it down to 4 days and then a week later on XXXX XXXX I emailed them and told them to cut it down in half. 

On XXXX XXXX I got an email from XXXX saying that they were going out of business and that they would not be making any more deliveries so we only ended up getting about XXXX deliveries at the most. 

I immediately put in a dispute with Chase and I told them the story. A woman called me from " the back office '' several weeks later to tell me that the vendor was disputing our claim. She said that XXXX XXXX was claiming that along with administrative fees they had delivered enough meals during the month of XXXX at {$39.00} to use up the full amount that we had paid them. 

I told the woman from XXXX that was impossible because we were only paying {$19.00} per meal, we had only gotten XXXX deliveries at the most because we were not on a 7 day schedule and that there were never any administrative fees. 

I told her that the burden should be on XXXX XXXX to produce the invoices and that we never received any confirmation from them for the order anyway. I had no invoices or proof of delivery because they hand deliver with their own service and no one has to sign for them, so it is their word against ours. But even it they had delivered XXXX meals a week it would have only come to {$500.00} at the special contract price of {$19.00} per meal anyway. 

I informed her that it is posted online that the CEO of the company knew that they were going to be going out of business and that they deliberately baited people into giving them a lot of money upfront by giving a special reduced price with the intention of closing the doors and taking the money to pay off secured debt to the bank that had given them a loan. I also informed her that XXXX XXXX was now in Bankruptcy and that there were many other people in the same situation that we were in. 

The woman assured me that Chase was fighting the vendor 's claim because they had not given any evidence to support the fact that they had supplied any service and that Chase found their claim to be dubious. 

I called in to try to find out what was going on after that, and I was told that I could not speak to anyone in the " back office '' and that they were still working on contesting the claim. I was also told that even if they go into bankruptcy we would still be entitled to our money back from Chase and that it would be their problem and not ours. 

I then wrote out everything that had happened and faxed it in to them along with all of the supporting evidence and they acknowledged that they received it. I was told that they were still reviewing the claim, that they were fighting it with XXXX XXXX, and that they would let me know. 

On XXXX XXXX that they have reviewed our claim and that it was denied and that they are going to take the refund back from us plus interest. But there is no back up to the decision at all, and not one shred of evidence to substantiate that XXXX XXXX ever made any deliveries. There are no invoices, and no proof of deliveries. 

When I called in to complain and I asked for a supervisor, he told me that there was nothing that they could do in a situation like this, and that if the vendor maintains that it was a valid purchase, and that they delivered the product, then I was out of luck and there is nothing that I can do.

Company response to consumer: Closed with explanation