Consumer complaint received 2025-09-08 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: IN

Complaint narrative:
Chase bank refused to side with me in a dispute where I sent documentation and proof that the company real time relocation owed me a refund. Chase Bank is essentially saying that what employee XXXX XXXX wrote on the contract doesn't prove I am owed a refund. Unfortunately this took place over a phone call where employee XXXX XXXX of XXXX XXXX XXXX XXXX promised I had up until XX/XX/2025 to cancel for a refund. XXXX said that he would write it on the contract- which he did and yet Chase Bank will not accept that as proof. I don't know what else I can do here? I am exhausted fighting for my money back from this scamming company I gave {$1400.00} to. See below for further details. 



This whole saga started with a phone call from XXXX XXXX XXXX  on XX/XX/XXXX, XXXX A phone call I wish I never answered. I would recommend you ask XXXX XXXX XXXX to provide you with a copy of the XXXX minute phone call that took place XX/XX/2025 at XXXX eastern time. XXXX XXXX XXXX called me from XXXX and I spoke with their employee XXXX XXXX email address XXXX. If you are able to hear the XXXX minute phone call while speaking to XXXX on the phone, I stated to him I need a longer cancellation period just in case my home sale falls through. To which XXXX said no problem, let me add an addendum for you that you have up until XX/XX/2025 to cancel. He then wrote on the contract as you can see highlighted in yellow under Notes/additional stops : REFUND ADDEENDUM : CUSTOMER IS ENTITLED TO A REFUND UP UNTIL XX/XX/2025 PROVIDED THAT THE HOME CLOSING DOES NOT GO THROUGH... XXXX probably spelled addendum incorrectly on purpose so they can argue that it was spelled wrong that's not valid. I thought nothing more of this because I had up until XX/XX/2025 to cancel for a full refund. Please listen to the phone call they claim to record. I trusted that someone from a company who said I could receive a refund, would give me a refund no problem. Why would I not trust someone to do what they said they would? - That was my first mistake. They never said I needed to provide them with anything proving my home sale did not go through. I trusted that I essentially had an insurance policy to cancel up to XX/XX/2025 for a full refund- no questions asked. 

Then on XX/XX/2025 at XXXX I sent an email to XXXX stating the following with a screenshot of the contract and the " XXXX '' XXXX added. 

" Good morning, I need to cancel my move. My buyers financing fell through- there for I wont be moving. XXXX XXXX added an addendum to my quote, see attached photo. Please cancel and refund my credit card. 

Thank you, XXXX XXXX Sent from my XXXX '' Late that day when I did not hear from XXXX XXXX XXXX, I decided it would be best to reach out to XXXX XXXX directly. On XX/XX/2025 at XXXX I sent an email directly to XXXX XXXX, as he had been responsive to an email I sent prior verifying that my boxes met their standards. The email stated the following ( I forwarded the email I sent to XXXX ) : Hi XXXX, Sorry to report I need to cancel this move, can you please refund my credit card? See below. 

Thanks, XXXX Sent from my XXXX Begin forwarded message : From : XXXX XXXX Date : XX/XX/2025 at XXXX XXXX To : XXXX Subject : Refund/cancel Good morning, I need to cancel my move. My buyers financing fell through- there for I wont be moving. XXXX XXXX added an addendum to my quote, see attached photo. Please cancel and refund my credit card. 

Thank you, I gave XXXX XXXX XXXX some time, as it said it could take up to XXXX hours for a response. When I received XXXX responses to my emails above, that is when I knew they were scamming me. Then I called them on XX/XX/2025 at XXXX, I was quickly given a short response of let me check and see if we got your email, I'll call you back. I assume this gives them time to come up with an argument on why they will not be refunding me and instead scamming me out of {$1400.00}. They called me back XX/XX/2025 at XXXX and we spoke for XXXX minutes. I encourage you to pull both of those phone calls as well. It became inherently evident that they were not going to refund my money, offering me a XXXX  % refund, when XXXX XXXX promised a full refund up until XX/XX/2025. They then claimed the manager had a family emergency and was not available to speak to. I stated why do I need to talk to a manager when XXXX XXXX from your company promised me a full refund up until XX/XX/2025? I became frustrated as again I realized I was being scammed out of {$1400.00}. Upon reading about the company XXXXXXXX XXXX XXXXXXXX on XXXX and the XXXX XXXX XXXX I found terrible reviews- highlights included the classic bait and switch they quote you one price and then show up and charge you more. They also have been known to hold your items hostage until you pay them more money. I also found a newsweek article talking about them scamming people, under a different name. The article speaks to them changing their XXXX name frequently. I will try to attach the article. 

That is when I said I no longer wish to speak verbally to XXXX XXXX XXXX as they are professional scammers. I knew they were going to try to talk their way out of this and/or get me to agree to something I did not want. That is when I said, I will file a charge back with Chase bank- they will have my back as a long time customer with little to no history of ever disputing a charge. Which seems to not be the case... I then opened the dispute on XX/XX/2025. 
I sent you everything I had proving my case, I'm not sure how you could side with real time relocation when I have all the proof. I am sending the proof I sent to you already, again.They provided nothing to me and I do not owe them any money. I should have never given them a deposit. I have learned my lesson. When I spoke to a dispute team member today XX/XX/2025 at XXXX he said XXXX XXXX XXXX offered me {$500.00}, I am unwilling to accept that. Again they provided absolutely nothing to me except this massive headache. I am not paying {$900.00} for nothing. I thought using a credit card protected me from being scammed, seems to not be the case here. I can not afford to throw away any money. I was naive to how moving companies could rip you off so simply over a XXXX minute phone call with XXXX XXXX. He promised the world and here I am being scammed out of {$1400.00}.

Company response to consumer: Closed with explanation