Consumer complaint received 2023-09-03
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. (NY)

We tried to file a dispute for a charge from XXXX XXXX XXXX XXXX. Included was a {$390.00} XXXX, {$160.00} worth of medication, {$25.00} examination fee, and {$120.00} senior profile XXXX. {$700.00} total. Our first appointment for XXXX  and paperwork was on XX/XX/2023. We were charged before the procedure was rendered. Meaning, it was payment first then the procedure would be given possibly days afterwards. He claimed our XXXX appointment was Monday, XX/XX/2023. He called me being very unprofessional and hostile. He claimed to have called us XXXX days prior about the XXXX appointment, but he didnt. He kept referring to our appointment card, saying we missed the appointment and had to pay a {$250.00} cancellation fee. The card had no date or time. Just XXXX and that well receive a call back. After telling him to speak to me in a better tone because he was threatening me with the cancellation fee, he banned us from the vet and hung up in my face. I tried calling him again, he picked up and hung up. Called again, and my mother was able to speak to him. He said he banned us for accusing him of being rude, which he was, and admitted to their fault over the phone due to a new employee. He also said they dont make calls ( so how did you call us XXXX days ago. Pretty much, he knew I was the daughter, saw how I cried about my dog, and and thought he could talk to me however he chose because Im young. ) By this point, he said hed call us Sunday. He didnt. We only called him to catch him in a lie, and we caught multiple. So we didnt get the XXXX done. It never happened, and we have proof of the merchant admitting on the XXXX  website that they can confirm that there was error on their side because a new employee didnt give us an appointment. We never agreed to reschedule any appointments with them and the alleged appointment he claims we missed was on a day where they werent open ( XXXX ). We planned to use the money for the procedure from a different vet, which we did. We also wanted an additional refund for the medication we purchased from them that our dog didnt need ( {$160.00} ). We usually get our dogs meds from XXXX XXXX or XXXX because its cheaper and more affordable. They denied us a prescription ( which is illegal ) and told us they dont work with places outside of their vet, so we had to get the medication from them. Thats against the law. We also wanted a refund for XXXX  because he didnt show us any documentation showing the results of our dogs XXXX  until we made a dispute. He simply told us over the phone and expected us to believe him. Vets, like medical doctors, are required to show you medical results from any procedure done. He only showed us the results during the dispute. Thats the only way we figured they mightve did XXXX. We dont put it past them to falsify documents because theyve lied to the bank, saying they did the XXXX and showed the email they sent me about the missed appointment despite admitting in the XXXX  website ( because I made a complaint ) that they were at fault ( they also threatened to charge us the cancellation fee if we didnt show up despite us refusing their services after his professionalism ). Again, they denied us a written prescription, which is illegal in the United States of America. We contacted Chase we believe on XX/XX/2023 to file a dispute, and they sided with him ( despite advertising that they have the customers back in the event of disputes ). We sent them the photo of his response on the XXXX  website admitting to fault and threatening to charge us, and they still sided with him. If they actually did the XXXX, they wouldve told us that our dog had a large XXXX XXXX XXXX XXXX XXXXXXXX and is suspected to have a XXXX XXXX XXXX XXXX XXXXXXXX called XXXX. On their site, it says results are given the same day. He also has a XXXX XXXX XXXX XXXX XXXXXXXX XXXX, instead of a XXXX XXXX XXXX XXXX XXXXXXXX XXXX like they claimed. We believe they told us this to push the medication on us. We were told by his current vet that those medications were never needed. We have proof that we got the procedure done at a different vet ( XXXX XXXX XXXX ) who showed his results as well as an image of the mass from the procedure. He stopped responding to us on the XXXX  site and XXXX reviews because we were the only ones who mentioned getting the Attorney General involved. Ive noticed that after my review, they started to get a bunch of positive reviews thaXXXX XXXX XXXX are fake. They have more negative than positive. Its hard enough having to deal with the fact that our dog has XXXX, but having your bank who you trusted with your funds side with a business that is clearly lying ( despite proof ) when we simply wanted to know what was wrong with our dog is beyond frustrating and terrible. Chase has a history of siding with frauds, scammers, and lying business owners because they simply do not want to come out of their pockets ( despite advertising to customers that they have their back in the event of a dispute ). We plan to switch from Chase to another bank. We received XXXX decision XX/XX/2023. This complaint is for Chase XXXX XXXX XXXX XXXX XXXX. Included will be the card we were given with no date or time, our chat receipts from the XXXX  site where XXXX XXXX XXXX XXXX admits to their fault ( while continuing to lie about rescheduling ) and threatening us if we dont show up for an appointment we never rescheduled, the email they sent the bank and I about a missed appointment that they confirmed was a lie, a photo of door saying nobody can come in despite their site saying customers can be with their pets during these procedures AND the email shows them saying they match with online vet pharmacies which they didnt for us, and the call log showing they called about blood work results and to threaten us with the cancellation fee. The first call was a brown conversation about alleged XXXX  ( no mention of any appointments ), the second was the threat for the cancellation fee, the third was my first attempt to call back after he hung up in my face, which he did again. The last call was my mothers attempt to call and catch him in a lie. Were also including the XXXX results from our vet showing we got the procedure done by them ( along with the invoice ) instead of the accused vet, and the XXXX  the accused vet sent to the bank during the dispute but never sent to us to physically see. If they actually did his XXXX, how come the XXXX didnt show up in the hematology portion of this XXXX? Its doesnt randomly show up. It also says Needs XXXX on the back. Again, this complaint is for Chase XXXX XXXX XXXX XXXX XXXX.