Consumer complaint received 2023-08-02
Company: JPMORGAN CHASE & CO.
State: TX
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 spoke to the disputes team at JP Morgan Chase on XX/XX/XXXX, during the hotel reservation that I was being overcharged for. I was instructed to wait until the reservation was completed and then ask the hotel to bill the unauthorized upgrade amount to a separate card and to have itemized billing for the unapproved, unauthorized upgrade fee. I followed those instructions to a t and had a significant amount of evidence to help validate my dispute but the dispute team immediately dismissed my claim without seeing a single document on XX/XX/XXXX. They later reviewed the decision without taking into considering all of the evidence that the reservation was for a fixed fee and stated the charge as valid on XX/XX/XXXX. I think the least they could do is ask for all of the documentation before reaching a decision. Below is a copy of the appeal I filed with JP Morgan Chase. 

Formal Appeal : Dispute Case XXXX - Reason Codes 12.6.2 and 12.5 I hereby submit an appeal relating to dispute case XXXX, involving a charge levied on my account. This appeal is predicated upon reason codes 12.6.2 ( Paid by Other Means ) and 12.5 ( Incorrect Amount ), as detailed by XXXX 's chargeback management guidelines. 

Under reason code 12.6.2, I provide evidence that I paid for the transaction by other means with the XXXX card ending in XXXX in the amount of {$4700.00}. Proof of payment is attached with the title Room Charges Folio. Secondly, I am including the contract/reservation document titled XXXX XXXX XXXX Reservations, outlining the room type, the price, and the dates of my stay. This document clearly states the terms of the reservation in every aspect. 

For reason code 12.5, I challenge the incorrect charge amount. Per the contract, the total should have been {$4700.00}. However, my XXXX ending in XXXX was charged an additional {$2500.00}, amounting to upgrade fees. I have also attached a document titled Upgrade Fees Folio charged separately to the disputed card. 

Lastly, an upgrade fee was applied to my charge without my prior consent. The merchant did not provide me with the standard document to sign at check-in agreeing to an upgrade fee, nor did I sign such a document. I have a blank copy of the Guest Room Upgrade Agreement form for your reference. 

The issue persists despite several attempts to resolve this directly with the merchant, the corporate office, and the concierge assigned to me. Given the evidence, I maintain that the initial dispute resolution must be corrected. 

Please reconsider my dispute, with the understanding that I called during the reservation while the charge was pending and was told by the dispute agent ( XXXX ) to let the charge post, get the upgrade charges on a separate folio, and then submit this documentation to evaluate my claim. Despite having substantial evidence, I did not have an opportunity to present it and was dismissed under an indiscernible premise. I trust your diligence in upholding the protections to prevent these unethical and scrupulous issues. Thank you for your prompt attention to this matter.

Company response to consumer: Closed with explanation