Consumer complaint received 2023-05-17 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: TX

Complaint narrative:
On XX/XX/2023 I contacted my credit card company, Chase Bank, because I believed I was being scammed by the entertainment company I hired for XXXX services for my wedding in XX/XX/2023. I believed I was being scammed because the entertainment company, XXXX XXXX XXXX, had contacted us to let us know that the DJ assigned to my event is no longer with the company and they do not have a replacement nor will they guarantee a replacement and in no circumstance will they refund me. The XXXX company also had other red flags that I had explained and my Chase agent at the time had advised me that this was enough of a reason to file a dispute against the transaction. My brother was helping me find evidence of deceptive practices against the company and contacted the original DJ we were assigned some questions. He is not under any contractual obligation the the entertainment company and contacted the XXXX simply as an inquiry but the XXXX company threatened to take legal action against us for doing that. Because I am getting married in XXXX, I wanted to avoid any legal hassle and cancelled that dispute. I was advised at the time of cancellation by the Chase agent that it may take longer but if my issue persists, that I should reopen the dispute. I had come to an agreement with the company that we will wait to see if they are able to provide a replacement and they agreed to refund us if they could not. We continued to coordinate with the XXXX company about our service until I raised a question to them about their shady practice of threatening to charge my credit card against my will to bill us for any phone calls we make to them. At that point they suddenly said they received notice of our cancellation. However this is a lie, we did not cancel. The XXXX company forged our signature on a cancellation agreement and cancelled our service on their end. So I re- opened my dispute with Chase bank XXXX XXXX. I had a very hard difficult time with this re-dispute process. Every agent I talked to gave me contradicting answers and advice. I submitted all the evidence I was asked to, including proof that the signature on the cancellation was forged. I have spent the last month explaining that XXXX filing a dispute for services not received ( as the service was cancelled against my will ) but my dispute was still filed under customer cancellation and subsequently denied. I even had dispute agents mention that they think my claim is being filed under the wrong category and they are attempting to add notes to help resolve this for me. However it was still filed under customer cancellation. After attempting to understand the reasoning behind the denial I was told by a dispute team supervisor that Im being held at fault here for filing the first dispute prematurely instead of waiting until XXXX. However, I was never advised to wait until XXXX by the agent nor was I told this was something that could be used against me back in XXXX. Every agent made it appear that my case was straight forward and they understand that the vendor would not admit to the illegal act of forgery and not to worry because they will take care of it. I also dont think this is a fair claim against me because they XXXX  company themselves have never once communicated to us that they consider that first dispute as an act of me trying to cancel. Even after closing that complaint, we continued to discuss my service and the company themselves have admitted that they consider my brother ( who is not named in the contract and did not sign anything ) independently talking to the XXXX as my intent to cancel. Another dispute team supervisor told me there was absolutely nothing they could do to resolve my dispute as they have no category to cover my situation and there is no way to win my dispute because they can not take into consideration that the cancellation agreement was forged. I dont think this is fair because I think this should fall under me not receiving services since I did not willingly cancel it and it does not make logical sense for me to have signed it. The cancellation agreement itself is pretty shady because it has hidden fees that were not in the original agreement and essentially if I did sign it, I would be agreeing to not getting a refund on top of paying {$500.00} AND paying like an 18 % cancellation fine. If I genuinely wanted to cancel and didnt care about getting my money back, It would be cheaper for me to not sign anything at all. The other thing I have heard in regards to my case being denied is that I signed an agreement with the XXXX company that the amount is non refundable. Which is true but the contract also states that they will PROVIDE the service, and they have breached the contract by ending our service which should nullify the rest of the contract anyways. Not to mention you can see that they are claiming in their official statement that we signed the cancellation at XXXX PM on XX/XX/XXXX, yet they emailed us a copy of the cancellation we signed at XXXX on XX/XX/XXXX ( attached in documents )

Company response to consumer: Closed with explanation