Consumer complaint received 2021-03-11
Company: JPMORGAN CHASE & CO.
State: CA
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:
I prepaid for a vacation for myself and 13 friends at XXXX XXXX for the period of XX/XX/XXXX through XX/XX/XXXX. Due to some confusion, this payment was credited and then rebilled effective the same date, XX/XX/XXXX. ( Attached is a copy of my original reservation confirmation and copies of the payment. ) However, when I arrived on XX/XX/XXXX, XXXX could not find evidence of my payment in their system, and demanded that I make full payment before they would allow my entire party of 14 to stay. 

I provided the staff at XXXX with evidence of my full payment in the form of the Reservation Confirmation and a copy of the Chase credit card statement showing payment. When XXXX refused to honor the reservation, I immediately called Chase so that they could resolve the issue. The Chase representative spoke directly with the hotel representative and let him know that the I did in fact pay the full amount for the entire stay. The hotel representative repeated that they never received payment, despite the assurances by Chase. 

As a compromise, and because I had 13 others relying on my efforts, I agreed to pay for one night with the assurance by the hotel staff that the issue would be resolved the next morning, and the one night payment would either be refunded or credited. 

The next morning, when I attempted to confirm that the issue had now been resolved, the front desk staff demanded that I pay for the remaining nights ( XXXX XXXX ), and again, despite all the effort, informed me they would not honor my original reservation. Shockingly, I was unable to get anyone from XXXX to review my evidence of payment. It was as if the entire discussion with the Chase representative never happened. The response from the front desk staff was, Pay or leave. 

Over the past year, I have respectfully insisted that Chase and their customer relations team revisit these charges, and payment processing, which occurred between Chase and the Merchant ( XXXX, XXXX XXXX XXXX ) and the merchant 's bank ( XXXX ), to resolve this issue and refund the charges amounting to XXXX for services never received ( as stated in my credit card benefit agreement ). 

Chase has had a serious lack of customer service and help, often times closing out my case without follow up, which has made me have to open case after case. Chase 's only advice is that I should take it up with the merchant. I have provided all the info to the merchant and they are unable to locate the money. They are willing to refund me the money if they could locate it. Chase is unwilling to talk to the merchant or the merchant 's bank to help me get this resolved. The merchant has advised me ( I have email evidence ) to request Chase to reverse the transaction. Chase will not. I should not be financially responsible for an error that occurred internally between these parties. I, as a consumer, did everything I was supposed to do and view this as a breakdown of internal processes in Chase bank and the parties they transact with.

Company response to consumer: Closed with explanation