Consumer complaint received 2019-01-27 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: MA

Complaint narrative:
I moved house, the moving company misrepresented the service, the moving company turned out to be a clearing house for the company that showed up to move the furniture. They left a lot of goods behind, and did not respond to our requests to render assistance. 
They damaged furniture, broke pieces and falsified records The owner threatened me personally. 
We disputed the charge and filed all releavant data with Chase Cardmember services. 
Chsae cardmember services paid the merchant! I reopened the dispute. After 6 months and a lot of effort filling out details for Chase cardmember services I learned today they have again paid the merchant. I have raised a huge number of issues with Chase Cardmember services themselves regarding their own systems. They are deleting correspondence from their own website so clients who make a complaint about a wayward merchant have no access to records they themselves authored about the case against the merchant. I have written to them asking them to address my concerns and got no response from Chase Cardmember Services. I have documented the damages and taken photographs of the damaged furniture but Chase cardmember services refused the photographs and refused to provide an email address for correspondence. Today, for the first time I was given a Post office Box address to write to about my concerns and this complaint, Chase Cardmember services sold to me their services because they offer this service to protect clients against dishonest merchants, but in this case they have only acted in the merchants interests. They have singularly failed to act in the interests of their client and customer, and have yet to give any answers to the questions I have raised about this process, their actions in it, and how they can possibly arrive at the decision to find in the merchants favour, and then go against my express instructions and pay the merchant without taking any time to inform me, the client of their decision or action. They just took the money from the account and gave it to the merchant without even letting me know they would do this. 
I have provided everything that Chase Cardmember Services have asked me for. Only an XXXX  would find in favour of paying the merchant after the multiple provable failures the merchant is responsible for. I can only understand this if it is Chase Cardmember Services direct responsibility to pay the merchant no matter if they are responsible or not. I have repeatedly asked Chase to get out of the way so I can sue the merchant and they have not agreed to do this either. How can one get Justice if the very industry itself is helping the crooks walk away with the loot?

Chase Cardmember Services.was asked again today to provide answers to their actions in this matter and they have refused to do so. I asked to speak to the management and was told the book stops with the supervisor XXXX at XXXX XXXX  today You need to investigate this and not just the case, the phone calls both directions will shed a lot more light on this. 
Their website is designed to make the client make mistakes and potentially cancel complaints in error, The website is atrocious and the company actively deletes details from active cases without warning the client it will do so. 
Events started XX/XX/2019 when I disputed the companies charge of {$5500.00} against my credit card.Right after being threatened by the owner for refusing to sign the paperwork to pay the driver. Having note then damaged the chairs and tables and other expensive items of furniture in transit. left goods at the house I moved from. Refused to arrange transport to pick those items up, The list is long, the expense is great for me! And now I find that Chase Cardmember Services is completely ignoring my instructions to inform me when they make a decision and they actually paid the merchant! 

I know I am not rich and I understand I am considered by the people who run these companies as a bothersome itch, but there has to be Justice here. 
I asked XXXX to discuss this case with his management, since he could not relay me to that person, and they should get back to me to discuss this but I have not heard anything back. 

I have the correspondence logged and I am making this complaint to Consumer Financial Protection Bureau because this is the last place I might get justice. 

Please advise?

Company response to consumer: Closed with explanation