Consumer complaint received 2021-10-10 00:00:00
Product: Credit card or prepaid 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: FL

Complaint narrative:
I contracted with a website development company called XXXX XXXX out of XXXX, California for a $ XXXX contract. They use XXXX as their biller back in XXXX XXXX. I paid a deposit of {$3500.00}. using our Chase United Airlines Credit card. During the course of work which was to take 6 months, I had made additional progress payments along the way after the merchant provided proof of work. Prior to the completion, I found out that the merchant wasn't supplying actual proof of work but images that were non-functional in XX/XX/XXXX and they called to tell me they would not be able to complete the project on the timeline required but were expecting another payment. This is where we requested to have access to the system they were developing on so I can see actual proof and not screenshots of the images of work, At this point, they were using excuses that they had personal emergencies and canceled meeting requests and would not provide us evidence of anything for the next two weeks which I then pursued a dispute with Chase Credit Card Dept. 

In the first dispute, they asked for evidence, and so I uploaded the evidence using the Chase Message center. I waited several months and with no response via mail, I followed up. Now understand, that Chase records all calls, and they are supposed to enter notes during the discussions. They stated at that time, that their message doesn't work and that I should have received a letter in the mail stating their position was against my favor due to lack of evidence and to reopen the dispute. I still never received the letter in the mail and nothing in the message center. 

I reopened the dispute and faxed them the evidence, and they immediately rejected it with no review. I stated how can they do that when they are saying that I received the product/services and now I have nothing to show for it. The company has not provided a live site only initial communications before the time we found them to be fraudulently claiming their work was being done. At this time the representative then disclosed that I had received their written responses but it is located in the Statement/Documents area of the website and not in messaging nor via us mail XXXX In all the months of follow up and speaking with these Chase employees not one was accurate in the details they provided me. 
The case was then discussed again and reopened sending All my proof and responses and details via fax in XXXX XXXX XXXX. I received a letter stating its under review however when I called the representative manager told me that they will not review the case and that I will be held responsible for the fees cause the time for VISA has passed. They have no notes on the issues with their customer support and now deny that their message was never problematic. I have to receive a final dispute resolution but r recently received a text from the XXXX XXXX company stating that everyone was fired for the incompetence and that they wish to do business with me but will not return my money. 

Further evidence that they are frauds and took something that they never completed or delivered.

Company response to consumer: Closed with explanation