Consumer complaint received 2024-08-13 00:00:00
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.
State: NC

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am filing a formal complaint against Visa for their gross mishandling of a dispute related to charges from XXXX XXXX XXXX. Despite clear evidence of fabricated documentation and serious misrepresentations by the merchant, Visa overturned a previously resolved dispute in my favor, resulting in significant financial harm and emotional distress. 

Summary of the Complaint : Acceptance of Fabricated Documentation : Visa accepted documentation from the merchant that was clearly erroneous and unrelated to my transaction. The documents included another individuals name and address, incorrect service dates, and a forged signature. This should have been identified as fabricated during Visas review process, yet it was inexplicably accepted as valid. 
Misrepresentation by the Merchant : The merchant, XXXX XXXX XXXX, misrepresented themselves as a moving company when they were actually operating as a broker. This crucial information was never disclosed to me, leading to a significant misunderstanding of the services I was engaging in. Visas acceptance of their documentation allowed this misrepresentation to go unaddressed.

Unjustified and Inflated Charges : I was provided with an initial estimate by the merchant, which was later doubled without any justification. Despite providing evidence of this price gouging, Visa still sided with the merchant, demonstrating a lack of thorough investigation and disregard for fair consumer treatment. 
Overcharging for Supplies : I was overcharged for moving supplies that were either not used or incorrectly categorized, leading to inflated costs. Visas review process did not properly address this, further exacerbating the financial harm I suffered.

Failure to Provide Agreed Services and Missing Items : The merchant failed to provide the agreed services, including unpacking at the destination, and several valuable items were missing upon delivery. Despite providing detailed evidence of these failures, Visa ignored these issues, leading to an unjust decision against me.

Impact on Me : Visas acceptance of fabricated documentation and their failure to properly investigate this dispute have caused me significant financial loss and emotional distress. This experience has severely undermined my trust in Visas ability to protect consumers from fraudulent practices. 
Requested Resolution : I am requesting that the CFPB investigate this matter thoroughly. I seek a re-evaluation of my dispute, expecting that Visa will correct

its mistake and refund the disputed amount. I also request that the CFPB ensure Visa implements more rigorous review processes to prevent such failures in the future.

I am prepared to provide any additional information or documentation the CFPB may require to support this complaint. 

Thank you for your attention to this serious matter. 

Sincerely, XXXX

Company response to consumer: Closed with monetary relief