Consumer complaint received 2024-01-05
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO. (AL)

On XXXX XXXX XXXX I had a tree removal company out to remove several trees from around my property. On the final day at around XXXX I paid them for their services, they still had a few trees as well as quite a bit of cleanup to go but the boss needed to leave and said everyone else would stick around until completion, so I paid the full {$9100.00}. 

About an hour later they drop a tree on my porch / deck ( caught on camera ). The owner and I discussed what we would do and came to a compromise that they would come out and work for another day ( their day rate was about ~ $ XXXX ) and attempt some repairs on the deck. 

They did not come when they said they would, nor did they call me. The next day I called them to see what was up and ended up rescheduling for the next day. Same thing happened again ( no show, then me calling to end up rescheduling ). This time I got a call very late ( XXXX ) the day before asking to reschedule which I agreed to. They then proceed to not show and no call again ( XX/XX/XXXX ). 

I sent ( XX/XX/XXXX ) an email to the owner informing them that they needed to just refund me instead and they had lost the opportunity to fix this themselves. My roof was leaking so I had hired a company to replace it and could not afford for the roof repairs to be delayed if there were other people in the way / safety concerns about felling trees within range of a different company 's workers. 

By XX/XX/XXXX I had not received any word from the tree merchant about refunding me so I called Chase ( my credit card company ) to seek their opinion. They suggested a partial chargeback of which I choose the number $ XXXX ( based on the amount of work said by the merchant ). I asked if they wanted the video of the incident/ pictures/ texts/ emails and they declined saying they couldnt use them. That confused me a bit so I asked why, they informed me that the material needed to be neutral, of which I am not sure how I could ever provide anything neutral if videos/ photos/ texts ( and later third party quotes ) are not considered neutral. 

A while later I am called by Chase asking if I have any evidence of damage of which I respond with the same video/ pictures/ texts/ emails and they say that is not usable, but also not required so they are proceeding ahead. A few days later I received a near identical phone call of which got the same response except this time told the information was required. I ask both why it is now required and exactly what is required and did not get a straight answer. In the end I was told they would proceed without additional information ( so I guess not actually required so the first agents statements were correct ). Still havent resolved what they would actually use. 

On XX/XX/XXXX I got a call informing me that the merchant had rejected my charge back and was asked if I had any receipts for the work to fix the porch. I had not had the porch fixed yet ( other house repairs were more pressing ), but offered Chase to come out to estimate the damage themselves. In the end we came to the compromise that I would call some contractors for quotes and give that to the agent on XX/XX/XXXX. In the meantime they agreed not to send anything back to the merchant. When I asked about issues of timeline / delay they said not to worry as there would be plenty of time still. 

On XX/XX/XXXX I call in to give the estimate which was at least $ XXXX to get it back to being safe but instead was told the dispute had already been sent back to the merchant on the XXXX. This confused me as it went against what I was told and repeatedly confirmed in the previous conversation on the XXXX. So I asked if there were any notes attached in their system about waiting until the XXXX for the additional data and was told it was in there. Since they had already sent the dispute back I was told there was no way to edit it and instead once that dispute completed they would follow up with a dispute for the remaining amount. A bit annoying but acceptable. Asked about giving them the quotes and they rejected them saying it was not acceptable, so not sure why I was asked to get them ( which required me taking time off of work to be available for the contractors visits ). 

On XX/XX/XXXX I see the dispute is marked as closed and there isnt a new one opened so I call in to see what is happening. At first I am told that they cant open a new dispute so I ask to speak to a manager as something has apparently gone very wrong. I describe what happened and ask what I need to do to resolve this ( file a formal complaint / call a different office/ open a new dispute/ etc ) and the manager just responds with no, then proceeds to say I am threatening them by saying I will file a complaint and lying because they reached out late XXXX with the merchants documentation. They went on to state if I continued threatening them they would refuse to help and hang up. I do not see how asking about how to file a grievance is threatening, especially considering I did not direct any malice to an individual and instead was about the point that something was either miss-communicated or a mistaken action occurred, but do to their behavior decided to pivot and just ask about the documentation and dispute process. I was told the merchants documentation was sent to the same place where I receive all other documents/ statements ( which in my case is electronic ). I check that place and see nothing related to this dispute ( just Taxes / change of address notifications / normal monthly statements ). The manager re-iterates they sent it and it is there so I ask for assistance finding it and they decline and instead state they will resend it. I ask what format they will be sending it in and how long it would be and the response was electronic and up to two weeks. They finished by also filing the secondary dispute for the remaining amount ( $ XXXX ) and then immediately hanged up. Post that call I proceed to write this complaint and submit it.