Product: Credit card

The document titled " XX/XX/XXXX'' details the purchase & the conversation between me and XXXX, the initial merchant. 

XX/XX/year> : I made a purchase for XXXX airline tickets directly through the merchant, XXXX 's website using my Chase Sapphire XXXX card for {$880.00}. On both tickets, I purchased XXXX 's XXXX package, which allows me to receive a refund in the form of XXXX 's credits if I cancel the tickets & meet several of XXXX 's conditions ( these conditions are highlighted in the documents uploaded ). Specifically, I am entitled to a credit refund of the total minus 3 % of the total for the processing fee according to their policy. After making the purchase, I receive an invoice from XXXX detailing the purchase, which includes the purchase of the XXXX package for both flights. 

XX/XX/year> : I contacted XXXX customer service via chat portal to request a cancellation of both of these flights. My cancellation request meets all requirements for a credit refund per XXXX 's policies. The request is converted into an email thread. I receive an automated response from XXXX that my request has been received, and then later receive responses from their customer service. 

XXXX separate XXXX customer services respond & refuse to provide me with the correct amount of credit refund, and tell me that I am only entitled to a refund of my tax, which is only {$97.00} despite me providing my invoice. At this point I had paid for but was not provided the refundability of my tickets. I later open a dispute with Chase on their dispute portal, and upload my invoice, my booking confirmation, the full email conversation with XXXX, as well as multiple links to XXXX 's policies pointing to the fact that I should receive my credit refund. 

XX/XX/year> : I receive the first letter from Chase stating that the disputed charges were considered valid, and that I will still be billed for the full amount. In the letter, Chase stated that : XXXX. The merchant has no record of cancellation meeting the policy guidelines, despite me providing multiple links & evidence from XXXX 's policy as well as my own invoice that my purchase meets their cancellation & refund policy under XXXX. 
XXXX. The merchant has no record of me canceling the request within policy guidelines, despite me attaching my full conversation with XXXX representatives, and email being the only method XXXX currently takes cancellation requests ( also noted on their websites ). 

The merchant is claiming fraudulently that I do not meet their requirements & that they do not have records of me doing so, and yet Chase is siding with them despite me providing evidence of the opposite. 

XX/XX/year> : I call Chase 's dispute department, and they inform me that I need to write a letter stating that I disagree with the decision & to upload additional documents. I do so, and stated that the merchant never provided the product/service ( the credit XXXX & refundability ) that I should have received, and that I am also dissatisfied with the quality of the service received from XXXX representatives XXXX Both are valid reasons provided by Chase to initiate a dispute on their portal. 

XX/XX/year> : I receive a second letter from Chase stating that they still found the charges valid, and that " the transactions are valid and no billing error occurred on [ my ] account ''. However, I never submitted the dispute under that reason, rather I informed them that I initiated cancellation, never received the refundability I paid for and that the service is disappointing. 

Today I am submitting this complaint against Chase, because they are not faithfully performing their due diligence in handling these disputes as their provided reasons directly contradict the evidence & documentation I provide. They have directly sided with the merchant both times, the second time concluding the dispute against a claim that I never made myself. It seems that they did not even bother reviewing the documentation that I have provided in detail, as if they did they would have found contradictions against what the merchant has claimed ( cancellation not meeting policy & no record of cancellation request ). They are allowing the merchant to essentially scam me of the money I have paid for my flight tickets, and have both times failed to look at the dispute in an objective & factual manner.