Consumer complaint received 2024-09-30 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: MN

Complaint narrative:
On XX/XX/XXXX I discussed my moving company needs via phone with XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX We went through a detailed inventory of my home including reviewing photographs of our furniture and he estimated {$9700.00} to move my belongings from XXXX, CO to XXXX XXXX, MN on XX/XX/XXXX. I then expressed concern with cost because I couldn't afford to pay any more than what he quoted me. He assured me that with our thorough inventory there would no be any surprise costs moving forward and that " if anything, the cost will go down. '' He also said there was a price match guarantee for veterans ( my husband is XXXX ). He assured me I could call him any time to discuss concerns or price. This is the type of customer service I was looking for in a mover so I decided to move forward. He had me pay {$4700.00} as a deposit by credit card at that time. He also told me to open my email and click on some forms he sent over. He did not say what they were or the details but said I needed to click on them to move forward. I found out after the fact that the clicking signed my name to a contract saying the deposit could not be refunded. He did not disclose that the company was actually a moving broker. 

On XX/XX/XXXX ( 2 days prior to the move ), I was contacted by a different employee of XXXX XXXX. He reviewed my inventory, which had decreased since we sold a lot of large items including grill, lawn mower, snow blower and air compressor. He told me that the price to move my items would be {$19000.00} and asked for an additional deposit. I told him that was not feasible and he said he could discount it to XXXX. When I asked to see a copy of the original inventory for comparison he said it no longer existed in their system. When I asked to speak to XXXX XXXX he told me there was no way to contact him as he only handles sales. When I brought up the price match guarantee for veterans he said there was no time for them to review other estimates I had received because I needed to finalize the move details right then. I canceled my services and asked for a refund of my deposit. I sent an email to the company XXXX XXXX XXXX stating the same. 

I spoke to a customer service representative XXXX XXXX would not give last name ) on XX/XX/XXXX to discuss a refund. She said she was not authorized to do so. I asked to be transferred to a XXXX or someone that had authorization ; she said she could not do that and I could only speak to her. Later in the day I received a call from XXXX XXXX who told me the inventory had in fact been done incorrectly and he could decrease the moving price further for me. I had already made other moving arrangements so I said I just wanted my deposit back. He said he was not authorized to do so but would have someone else call me. I never received a call. 

Since this time I have read dozens of similar accounts through the XXXX XXXX XXXX and other sites. This company is deliberately scamming customers by creating supplying low estimates and then changing them last minute, essentially trapping people into paying higher prices for their services. 

On XX/XX/XXXX I contacted Chase to let them know that this company is scamming people and that I would like to dispute the charge. The representative told me they would take care of it. However, I am still being charged the full amount. I have been a customer of Chase for XXXX XXXX and I count on them to protect me from fraudulent companies like XXXX XXXX XXXX XXXX. This company did not provide me the service I paid for and should not receive any money.

Company response to consumer: Closed with explanation