Consumer complaint received 2023-09-22
Company: JPMORGAN CHASE & CO.
State: IL
Product: Credit 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:
Please see a summary of my interactions with the merchant XXXX XXXX and I would like to formally request to reopen my fraud/dispute case below is a series of facts and information. 
XXXX ( Stayed at the Hotel ) XX/XX/XXXX, XXXX family and I showed up and reserved XXXX rooms for a cost of {$160.00} each for a total of {$330.00} & it was charged on my credit card ending in XXXX on XXXX XXXX XX/XX/XXXX, XXXX to the unpleasant stay with mildew smelling rooms, issues with the air conditioning and floors that were dirty we were credited one nights stay at {$160.00} on credit card XXXX -- We decided based on this poor experience not to stay at the XXXX XXXX again. 
XXXX ( Never stayed at the hotel nor authorized charges ) XXXX XXXX never contacted me prior to the charge on XX/XX/XXXX. 
XX/XX/XXXX, XXXX reviewed my charges daily and I noticed a charged of {$160.00} for the XXXX XXXX XXXX XXXX mobile app for my credit card ending XXXX. I was in XXXX Illinois on this date and I contacted Chase as this was an unauthorized charge on my credit card and I was concerned with fraudulent charges appearing on my credit card. 
XX/XX/XXXX, XXXX my call, I was informed I will receive a new credit card number and the charge was reversed since I did not authorize the charge, nor was I notified by XXXX XXXX for XXXX reason for the charges. Issued a new credit card number ending in XXXX. 
XX/XX/XXXX week, XXXX XXXX contacted me from the XXXX XXXX requesting payment as she stated the hotel is up for sale and she claimed I did not pay for my hotel room in XXXX. I let her know that I will look at my bank statements as I do recall paying for the hotel room and this is over 1 year ago when I stayed there. I let her know I will review my credit card and I will call her back. 
XX/XX/XXXX week, I contacted XXXX back within hours and explained to her that based on my credit card statement from XXXX I do show a payment and a credit for that time. I let her know that I am not authorizing another payment for a hotel. She placed me on hold for over XXXX minutes and never returned the call. Given that Chase had reversed the charge on XX/XX/XXXX, I understood this issue was resolved. 
XX/XX/XXXX, XXXX bank reversed the credit of {$160.00} that was given to me on XX/XX/XXXX. 
XX/XX/XXXX, XXXX bank reversed the credit of {$160.00} for the credit the hotel provided to me on XX/XX/XXXX, based on the poor experience. The customer service representative explained that Chase will write off the charge and that XXXX will NOT be able to make any further charges onto my credit card. I reconfirmed as I had concerns with a hotel for making charges years later. 
XX/XX/XXXX, XXXX bank reversed the credit of {$160.00} from XX/XX/XXXX. 
XXXX XXXX I contacted Chase XXXX understand why the charge was reversed and after a XXXX minute time I was told because I did use the Hotel in XXXX and I explained further the issue about my call with Chase XXXX XX/XX/XXXX. I had gotten no answers and I had to move on with my day to work. I was also informed that I need to wait for my statement. 
XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX second charge on the date of XX/XX/XXXX, in the amount of {$160.00}. 
XX/XX/XXXX, XXXX walked into the XXXX XXXX XXXX and a banker called several their internal numbers where he was transferred from fraud then back to dispute back to fraud then disputes. After an hour, he was provided with a fax number that I as a customer can submit for them to re-evaluate the dispute. I was informed there was an issue that it was called in as a fraud not a dispute and confusion that both departments thought the charges were all in the same year of XXXX for a stay in XXXX, which I never stayed at the hotel. I requested documentation that supported their decision and I was informed they did not have any only that because I stayed in the hotel back in XXXX the hotel is able to continue to make charges a year or several years later. Given I have a new credit card I was assured that would not happen and I was informed that on XX/XX/XXXX XXXX XXXX Rebilled the same amount on the old credit card. 
XX/XX/XXXX, XXXX returned to chase bank and XXXX the documents faxed by the banker who would follow up with me by Friday ( he informed me that it could take up to XXXX hours ) The documentation is what provided above with the facts of the charges. 
XX/XX/XXXX, XXXX Chase banker contacted me to say the department has not uploaded the fax I sent for consideration of the dispute. 
XX/XX/XXXX, XXXX banker contacted me to share that he will refax the dispute letter I drafted for the dispute department. 
I have concerns with this merchant that is allowed to continue to charge an old credit card number XXXX and it continues to be placed on my new credit card XXXX. Overall, I would like to dispute the following charges the following charges : XX/XX/XXXX, XXXX rebill charge of {$160.00} XX/XX/XXXX, XXXX Reversal of the credit issued for {$160.00} for the credit on XX/XX/XXXX. 
As you look at my credit card statements, for hotel stay that should have only cost {$320.00}, XXXX XXXX has now charged me {$500.00}. 

Also because the old credit card was paperless, I NOT getting letters for the reversal I am getting an email to look at my statements and notifications but since these charges were reported as a fraud I am not receiving any notifications.

Company response to consumer: Closed with monetary relief