Consumer complaint received 2018-03-05
Company: JPMORGAN CHASE & CO.
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
My husband and I have been disputing several charges with Chase Bank. I have sent a letter to them which I will include here. I will be brief here as the letter is quite detailed. 
On XX/XX/XXXX, I, XXXX, bought five round trip tickets to the XXXX, but immediately saw an error in the return dates, which I hadn't caused. This was due to what appears to have been a glitch in the travel website ( XXXX ), although it would be hard to prove that - though we saw the problem reoccur again later also! Trying to rectify the mistake, caused by a computer glitch, by cancelling or changing the dates, with this company, resulted potentially in very expensive cancelation and change date fees, that were effective immediately, even within minutes of trying to do so. 
So, immediately after the transaction, I decided to firstly contact Chase Bank, to tell them what had just happened. The credit card department representative I spoke with, told me several things which I was later told were untrue, and caused me to be considered liable for the charges when I may have otherwise been able to resolve the issue in other ways. She asked me if someone else had used my card. I said " No '' and briefly explained what had happened. She then said she would cancel my card and reissue another card, with a new account number. She also said that my card could NOT BE CHARGED. This, I later have been informed is not how credit card charges work. But at the time it seemed clear to me that I needed to take no further actions. I actually asked that exact question, if I needed to take further actions and she said " No '', that there was nothing more I needed to do from my end. She also did not explain the process at all, and there was no mention of the fact ( I later found out ), that there are different catagories, depending on the credit card issue, such as a dispute versus a fraud issue. I was NOT informed of anything, she catagorized the issue, decided the steps to take, and I followed her professional leading. 
Perhaps, If I had contacted the travel site first, instead of Chase, they may have made an exception to their rule, since I had not intended to purchase tickets with those dates, and only did because of what appears to have been a glitch on their website. But I had called Chase firstly, and followed the representatives advice, and was told that NO other action was necessary. 
I expect to be able to trust that the bank representative is informed on credit card, and bank policy, so if they give me certain directions or assurances, I expect them to be correct. Two entire months passed, with no communication from the bank, and suddenly the charges, which I had been assured were dealt with, reappeared on my credit card, two full months after being removed. I had absolutely NOT been informed that in actual fact, this matter was NOT resolved in the first place, and without my knowledge, an investigation was underway by Chase credit card services?! XX/XX/XXXX,  was the first I heard about an investigation, and a recharge, so over 8 weeks later. By this stage, myself and the family had returned from our XXXX trip, on correct tickets. 
If I had realized that the bank representative wasn't correct, I would have called the travel website to request that they make an exception to their rule, and done everything in my power, to resolve the problem myself. I was however REASSURED by the Chase representative I spoke to, that my card could no longer be charged, and that there was nothing more to do at my end. 
Furthermore, I was not informed that the issue wasn't resolved until after the outbound flight occurred, which I believed did not exist, with non payment, due to card cancellation back on XX/XX/XXXX, minutes after the error had occurred. I had no idea these tickets were still in existence - so I didn't even have a chance to contact the airline and cancel with them in time. 
After speaking now to XXXX XXXX, and explaining the situation, representative I spoke to said she believed that Chase had caused this issue, with mis-information. She stated that a bank representative calling a charge fraudulent which I stated is not fraudulent, was pretty careless. Chase not only catagorized our dispute wrongly, but also did not inform me that there was an upcoming dispute, and that infact, the issue wasn't resolved yet, and they also failed to communicate for an entire two months, so I had absolutely no idea anything was unresolved, and mistakes had been made, until XX/XX/XXXX.

Company response to consumer: Closed with explanation