Consumer complaint received 2023-07-31 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:
On XX/XX/XXXX, I put a deposit on a merchandise to be ordered at XXXX. 

Unfortunately, the services were never performed due to lack of communication after placing the deposit. 

I have asked chase to reopen this dispute three times, by the time I submitted my paperwork the dispute department had already finalized their decisions. Which I dont understand, I can not fathom how the chase dispute department credited XXXX  this money when they did not render any services or supply any merchandise. I do not feel as though the chase department is protecting my money, our car never went to this shop or received merchandise. No engine was received at their shop the next day there is absolutely no proof of that. This company left me in the dark and did not attempt to contact me until after I left a review on XXXX, which goes to show what type of company this is. 

XX/XX/XXXX, I realized the money was reversed to the shop, I called and was told to send in all my information to the dispute department not realizing you guys made a decision on the XXXX. On XX/XX/XXXX, I received a letter dated from XX/XX/XXXX saying that you guys finalized a decision and credited the merchant XXXX dollars. Whoever works in the dispute department for chase and made the decision on this needs to be fired. They sent in only their messages, not our replies to their text messages. They also got away with lying saying that the engine got there the day after. I was calling for a week straight and they kept putting us off. They pick and choose what they wanted to submit as proof to make themselves look good and as if we backed out on the transaction which wasnt the case. These people are illiterate, and full of lies. The XXXX dollars was a deposit, I wasnt purchasing anything and that was not the full amount of the work they were supposed to do. As you can see there are clearly messages stating that he would gladly refund us our money back if we agreed to take the review down. Also, why was this money refunded without receipts or anything of that matter? Of course, we are on video, we are making a deposit, and there was absolutely no sign stating, no refunds. It is clear that your dispute department does not do the proper investigation required to determine who is at fault or not. Not only that, but the mechanic also just wants to steal money from me to cover themselves. Chase, return me my money and let them take me to court if they feel they are entitled to that money. It is clear that you guys are for the merchant and not for the people. 
All these documents included are to dispute the claim of the {$1900.00} from XXXX. As shown in the documents Im providing, I constantly called to receive information on the engine that I put a down payment on but as Ive mentioned numerous times in this email, we did not hear back from anyone until after I left a review! Before doing so, I was constantly calling and getting the voicemail, the last call I made was on the XXXX to let them know we no longer want their services which were left on the voicemail as well. Just before that, I also had my son call numerous times and no one was around. I am baffled that Chase reversed the payment to the merchant, our car was never towed there, nor was it serviced, and we did not get any merchandise from them. I dont know how else to make this clear! I feel as though I am being robbed simply because they do not want to return that engine from where they purchased it from and therefore want me to be responsible. Why should I be responsible to pay for an engine that I do not have or for services that werent rendered to us? This entire ordeal has cost me a great deal of stress, I feel as though the owners brother sent us somewhat threatening messages as well, but we disregarded them figuring this situation was solved. I did not think that Chase was going to return the money back to them. I do not understand how the little information they provided to Chase was adequate enough for the shop to get that money back. What exactly am I being charged for?? An inconvenience they caused themselves? To my knowledge I thought I was protected with {$0.00} Liability for unauthorized charges, and this is an unauthorized charge. This is XXXX XXXX in my perspective. The only defense that they have is that I went on the XXXX making a transaction and of course I did, I was leaving a down payment for services. Which as I previously mentioned, were not rendered to us. I will also be filing a review with the XXXX on that Establishment. This company has horrible reviews which I shouldve seen beforehand. They ordered the Engine when they felt like it, giving me a promised date with lack of communication and business etiquette. Then after we called and left a voicemail to stop services because it was taking longer than expected, they were highly upset and the icing on the cake was after the review we left. I hope that the Chase Dispute Department does their due diligence and actually looks over at all the relevant information that we have provided and makes a conscientious decision! There are no lies being told and no fictitious information given. I feel as though the dispute department is refusing to scrutinize my proof. The merchant is sending the same type of information that I am sending, however mine is more detailed and factual. I also do not agree with the claim being valid, I know that we have much more substantial evidence and I will keep submitting my claim along with taking it a step further and seeking legal help if necessary. As I have stated numerous times, beginning to sound redundant, my car never made it to the shop and no diagnostic was done. Also, this shop did not provide an engine, receipt of an engine or anything remotely close to information concerning a purchase of an engine. Therefore, we did not receive any merchandise or services. 

I look forward to your reply and a resolution to my problem.

Company response to consumer: Closed with monetary relief