Consumer complaint received 2020-07-17
Company: JPMORGAN CHASE & CO.
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I purchased four airline tickets on the website XXXX on XXXX. They were billed in two transactions because XXXX gave me tickets on XXXX XXXX and XXXX XXXX -- from the first day XXXX  did not fulfill their agreement with me. The purchase prices were {$2800.00} ( XX/XX/20 ) and {$2300.00} ( XX/XX/20 ). 

The actual carrier was XXXX XXXX ( XXXX XXXX codeshare ) and XXXX XXXX canceled all the tickets when they canceled the flight from XXXX to XXXX. XXXX never informed me of this. I spoke with XXXX XXXX who said the flights had been canceled and the money would be refunded -- but the money would be refunded to XXXX. 

I emailed a representative at XXXX on XX/XX/XXXX requesting cancellation of the flights -- never received a response despite following up on XX/XX/XXXX with the general customer service at XXXX. I also canceled the tickets through a form on the XXXX website during this time. 

After not hearing from them, I disputed the charge on Chase.com. I do not have access to the actual submission form -- but apparently, I can not confirm, I selected cancellation as the reason for the dispute. 

I received an email from XXXX on XX/XX/XXXX stating that they would refund me {$3900.00}. I responded in the affirmative on XX/XX/XXXX but I have never heard anything else ( nor received money ) from them despite following up on XX/XX/XXXX. 

Chase closed the disputed encounter and I spoke with the team and to the best of my recollection I was told XXXX offered to refund the money ( {$3900.00} ) I was entitled to ( {$1300.00} LESS than I paid ) so there was no reason to continue and the dispute was resolved. 

The XXXX XXXX that was included in the dispute resolution I received on XX/XX/XXXX from Chase explicitly states non-refundable tickets ... not entitled to a refund unless the airline makes a promise to refund or the airline cancels a flight which is precisely the situation which has affected me. 

After more than a week without a response from XXXX  regarding the refund, I called Chase back and told them this entire event history. I made contact with Chase on XX/XX/XXXX and XX/XX/XXXX through the secure messaging application on their website. I called a few times as well and one of the individuals I spoke with told me to fax ( and then when that didnt work I used the secure messaging application ) the lack of response from XXXX to Chase so the dispute could be re-opened. I did this in mid-XXXX  and the charge was again removed from my account. 

On XX/XX/XXXX I noticed the charge had been placed back on my account -- I had received no formal communication from Chase informing me of a resolution of my dispute -- I called Chase. I was informed that there was nothing more Chase could do for me and that the {$5200.00} charge was appropriate. 

Upon discussion it is told to me the reason this charge is appropriate is that initial dispute form was incorrectly filled out because I selected cancellation instead of non-receipt of merchandise and this implied I had canceled the flight -- despite me explicitly including in the free text box that the flight had been cancelled by the airline ( XXXX XXXX ) and therefore XXXX was the receiver of the funds for the cancellation. Below find a screenshot of the current dispute transaction screen with similar options ( I do not have access to the actual form which I submitted ). 

By selecting cancellation, which to me was the selection which is most like [ my ] situation, when the flight was canceled by the airline ( but XXXX is a re-seller not the airline ), I entered into an algorithm in the Chase environment that meant if XXXX XXXX  did not allow cancellation by passenger -- even though the cancellation was done by the airline -- I would automatically be denied this dispute. The dispute investigation did not take into account the information that the airline had cancelled the flight and the XXXX XXXX expressly include refunds in this limited situation. They did not investigate the actual circumstances that caused this situation to arise. 

I requested Chase re-open the dispute and Chase refuses to do this even though the XXXX XXXX state I should be able to receive a refund ( and XXXX  has emailed me saying I am entitled to at least a significant partial refund ) and I have not received any refund. 

I have spoken to two account supervisors ( XX/XX/XXXX and XX/XX/XXXX ; XXXX ) and the first ( XXXX in XXXX XXXX ) told me there was nothing that could be done. The second ( possibly named XXXX  ) told me I should sue Chase. She stated she agreed with me that situations like these were unnecessarily complicated and put the consumer at a disadvantage due to a lack of information and had previously elevated this precise issue to her supervisors who have not made any changes.

Company response to consumer: Closed with monetary relief