Consumer complaint received 2020-09-28
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/2020, I received a call from XXXX XXXX, claiming to be from XXXX and promising to convert my family 's non-refundable itinerary to a refundable one. On payment of the {$600.00} amount, I was told that a travel voucher would be issued for the said amount and a partial refund for the unused portion of the original itinerary would be issued. The reason we requested partial refund was because XXXX cancelled the flights for return leg of the journey as there was a travel ban due to COVID-19. You will find attached our airport-issued boarding passes for the trip from USA to XXXX which proves that the trip on XX/XX/2020 was started and reached destination ( XXXX ). When XXXX XXXX called me, I was tricked into sharing my credit card details as he promised to help me in getting refund on the return flights. The travel agent faking as XXXX personnel made me believe that this is a legitimate " Change Fee '', but it was not done in good faith. I was told that a PARTIAL REFUND on the XXXX itinerary will be issued, but even after contacting the agent, XXXX XXXX twice, he never responded and no partial refund was issued. At that time, I realized that this is a scam and hence, called Chase on XX/XX/2020 to dispute the said charge. On XX/XX/2020, I received a message from Chase Cardmember Services stating that the {$600.00} charge that I was disputing is valid. At that time, Chase Cardmember Services sent me a document that they received from the merchant which I want to share as an evidence in this matter. Thereafter, I sent a secure message through Chase.com and mailed all the documents to Chase Cardmember Services with a USPS delivery proof that Chase received these documents on XX/XX/2020. Chase Cardmember Services again sent me a message stating that they thought the charges were valid. At that time, I escalated this matter and spoke to XXXX, a Chase manager and explained him the suspicious nature of merchant 's document, but it did not yield a positive outcome as Chase Cardmember Services still believed that the charges were valid. 

The main points that I want to highlight below from the merchant 's letter that leads me to believe that this is a scam performed through XXXX XXXX : - I never booked from XXXX XXXX which was the letterhead used by the merchant when communicating with Chase -The domain name on email I received was " XXXX '' in their email address when they are not that company -The phone number listed on their letter starts with '1 '  which can not be possible -They have clearly tweaked my XXXX conversation as I just typed " I Agree '' -The letter mentions that they " Cancelled the flight on XXXX XXXX '' ( Travel agents can only cancel flight itineraries, not flights ) -The letter also falsely claims that " passenger never called us to query XXXX ''. I've tried to reach out to XXXX XXXX several times on phone with no luck at all -The language in the letter is super sketchy meaning, the language is full of grammatical errors and wrong usage of words/phrases.

Company response to consumer: Closed with explanation