Consumer complaint received 2020-06-10
Company: JPMORGAN CHASE & CO.
State: NY
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:
Regarding : CONTINUED DISPUTE OF CHARGES To Whom It XXXX Concern : I was instructed on multiple occasions to draft a letter and fax to a Chase Customer Service Representative ( XXXX ) in an attempt to continue the dispute the {$2100.00} that was charged to my Chase Bank Credit Card. The Merchant is XXXX and the transaction post date is XX/XX/2020. 

Claim # ( XXXX ) was processed by Chase where the charges were determined to be valid based on the information provided. Per the XX/XX/XXXX letter from Chase it was indicated that a charge could not be confirmed because the services that were purchased were received or available for use. This is completely false as no services were ever rendered and were never made available as the reservations were canceled by the merchant due to the COVID-19 pandemic. On XX/XX/XXXX, I disputed this determination and provided supporting documentation that conclusively substantiates my claim. 

On XX/XX/XXXX I spoke to a Chase Customer Service Supervisor named XXXX who informed me that the determination was upheld and I was responsible for all the charges due to my not providing supporting documentation by XX/XX/XXXX and as a result the charges could no longer be disputed per internal policy. It was also indicated by this Supervisor that I would have to contact the merchant if i was to try to be refunded. 
Review of the XX/XX/XXXX dispute resolution document from Chase indicated that a response was to actually be provided by XX/XX/XXXX however it does not specifically indicate that the case against the merchant could no longer be pursued thereafter. As a result, I, the consumer, should not be held responsible if such information was not clearly conveyed in that letter. 

It is also important to note that there is no means of communication with the merchant BOOKIT.COM who indicated on its website that due to the nature of this unprecedented pandemic, we have had to close our call centers in Florida, XXXX, and XXXX XXXX. This, effectively, means that we will be unable to provide agent assistance to which they cite the Global Level 4 Health Advisory issued by the U.S. Department of State of Consular Affairs. Moreover, per external media content it appears that XXXX may file for bankruptcy and go out of business ( https : //thepointsguy.com/news/bookit-com-likely-out-of-business/ ). 

I enclosed a copy of the cancellation email received from XXXX ( ID # XXXX ) where it explains that the resort reservation made with this merchant was cancelled automatically as a result of the COVID-19 crisis. The cancellation was effective as of XX/XX/2020. No services was received/provided by this merchant. Therefore, no payment is to be provided to this merchant as no services were ever rendered. 

It is also important to note that attempts have been made to contact the merchant at ( XXXX ) XXXX however, they are not receiving any calls at this time. Moreover, in the cancellation letter they stated that you will need to speak to your card cards issuing bank for your options as a cardholder. 

Considering the unprecedented circumstances and given the all of the aforementioned details, it is without question that all charges from XXXX  should be voided as, again, no services were rendered as the merchant cancelled the reservation due to the COIVD-19 pandemic and no refund was ever provided by the merchant and any claim made by the merchant otherwise is completed fabricated as evidence in the supporting documentation provided. 

I have been a loyal customer of Chase for over 20 years and am extremely disappointed with the manner in which this review has been handled. The bank with whom I have entrusted with over so many years is requiring me to pay for services that were never rendered and has disregarded the clear evidence provided that clearly contradict the explanation given by the merchant. It is completely unfair and poor business practice to hold me accountable for not just the {$2100.00} but also the interest that is incurring on my Chase Credit Card as a result. Again, there is no means by which I can contact the merchant and thus I am unable to be refunded by them. 

Please do not hesitate to contact me if any additional information is required. I await anxiously for a response to this dispute. Thank you in advance of your assistance.

Company response to consumer: Closed with monetary relief