Chase Bank
Chargeback Dispute Denied Over Damaged Moving Services

I used a Chase credit card to pay for a move across the country that turned out to be quite problematic. Among other things, the company did not pack electronic equipment as promised and as charged ($1,300 alone just for packing material - I lived in a studio apt!). Electronic equipment was thrown in a single large box without any protective wrapping. Of course, computer monitors, DVD player, speakers, and other items were damaged.

Since the moving company would not accept responsibility, I contacted Chase to dispute the charge. According to Chase's web site, customers may dispute a charge if: "You are dissatisfied with the quality of the service or merchandise received. Note: You may be required to provide supporting documentation as to the nature of the quality of the service or merchandise." Chase (supposedly) gives you 10 days to provide supporting evidence.

And then the Chase ridiculous customer (dis) service began: 5 days after filing the dispute online I received an e-mail saying my dispute was denied. I wrote back arguing that I was in the process of submitting evidence to support my claim, and that I had 5 more days to do so. After 3 weeks and two additional e-mails, Chase agreed to let me send them the evidence. Pictures of the damaged items and the way they were thrown in the box without protection were very clear.

Ms. Francene Harris, on behalf of Chase, called me with the following comments: "You paid the company to move your belongings from point A to point B. The company did that. Your dispute has no merit." I pointed out that I was disputing the quality of services provided, as the agreement with Chase clearly states I am entitled to do. She repeated that the items were transported from point A to point B, and said she thought "it was in fact reasonable to place all electronic items in a large box without any wrapping or any form of protection" and move the items in a truck across the country. I really hope she tries that with her belongings some time - and pays $1,300 for the boxes. To me, this is a clear example of not honoring the credit card customer agreement, not caring about customers, and insulting someone's intelligence and common sense. Given the state of the financial industry, I don't think Chase is acting very smartly for its own sake.

Company: Chase Bank
Country: USA
State: Delaware
City: Wilmington
Site: chase.com

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