Consumer complaint received 2018-09-05
Company: JPMORGAN CHASE & CO.
State: OR
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:
My partner and I have had a dispute over a charge on my chase credit card from XX/XX/2018. I contacted chase the day the charge went through, and they have, throughout the entire process " lost '' or not received paperwork. Today, when I called chase, they informed me that they had closed the dispute becuase I had not responded or had taken too long to respond to their documentation. Here is a timeline of events, to the best of my recollection, since XX/XX/XXXX. My partner and I ( whose name is on the credit card with chase ) entered into a contract with XXXX XXXX XXXX whereby they agreed to fix our roof. 
2. XXXX XXXX XXXX informed us they had performed under the contract and asked for full payment.

3. We noticed XXXX XXXX XXXX had NOT fixed the flashings by the chimney and had not sealed them, as required under the contract. We contacted them, and they came out to fix the problem. They emailed us pictures.

4. We forwarded those pictures to XXXX XXXX, of XXXX XXXX XXXX. She said, based on the pictures provided ( which displayed some portions of the roof, but not all portions of the roof, and which mainly focused on the chimney ), it looked like XXXX XXXX XXXX had completed the work. Accordingly, we promptly submitted payment in XXXX. 
5. The same day that we had submitted payment, our pest guy from XXXX XXXX XXXX was on the roof of our house and told us that there were large holes in our roof to wall areas under the dormers. He told us that the holes were so large that water would pour into the attic space. He told us it was the worst roofing job he had ever seen. 
6. We tried to cancel the payment to XXXX XXXX XXXX, but Chase advised us that the payment couldnt be canceled, and we had to dispute the charge.

7. We promptly opened a dispute with chase, in which we included pictures SHOWING the holes in our roof, and in which we included a contract showing that XXXX XXXX XXXX had contracted with us to repair those holes. We also explained the timeline documented above. 
8. XXXX XXXX XXXX responded to that dispute, citing the statements by XXXX XXXX. XXXX XXXX XXXX NEVER substantively disputed that they had performed the work. Their compilation of documents was difficult to decipher and indicated a severe lacking in professionalism ( note a comment in the file noting that we could bring it on if we wished to dispute the charges with them ).

9. Chase contacted us and asked if we continued to dispute the charges. We indicated that we did. Chase informed us that it was siding with XXXX XXXX XXXX because of XXXX XXXX XXXX reliance on XXXX XXXX opinion, whom Chase deemed an expert. Chase advised us to reopen the dispute and include letters from an expert. 
10. We reopened the dispute on XX/XX/2018, by attaching a letter from XXXX XXXX and a letter from XXXX XXXX. 
11. When I called Chase on the XX/XX/XXXX, Chase indicated that it had closed the dispute because it had not received any documents. Chase indicated that it did not have the letters from XXXX XXXX and XXXX XXXX. Chase advised me to resubmit the letter via fax and call to confirm receipt within 24-48 hours. I did that that day. 
12. On XX/XX/XXXX, I again called Chase, to confirm receipt of the above-described documents. Chase indicated that it did not have record of the fax, but that it DID have the XXXX letter and the attachments from Mr. XXXX and Ms. XXXX. Chase said that it had again closed the file. Chase said I could reopen the file by sending another letter. Chase indicated that it did not think Mr. XXXX was an expert ; Chase did not explain why it had disregarded Ms. XXXX information, especially given she was the expert on whom it had relied in closing the file in XXXX XXXX XXXX favor in the first instance. 
13. ON XX/XX/XXXX, I submitted another hard copy letter reopening the dispute with chase. 
14. Since then, I have submitted a number of secure messages through their website requesting updates on the dispute. I have gotten the response that they are investigating and will let us know when they have more information. I got the same form letter in the mail.

15. Today ( XX/XX/XXXX ) I called chase, and they informed me the dispute was closed because I had not responded in time to their requests for information and it was too late to do anything else. 
16. I researched this online and apparently a lot of people have this issue with chase " loosing '' or not receiving information.

Company response to consumer: Closed with explanation