Consumer complaint received 2023-05-08
Company: JPMORGAN CHASE & CO.
State: KY
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:
We purchased airline tickets thru XXXX XXXX From XXXX XXXX XXXX in XX/XX/XXXX for a land and sea cruise leaving XX/XX/XXXX from XXXX XXXX, XXXX. The land portion of the trip to XXXX was cancelled by the cruise company XX/XX/XXXX due to safety reasons. We were given the option to take only the sea portion of the trip and told we would receive credit for the land portion. As part of the trip change, we were advised by XXXX that they would make the necessary changes to our airline tickets for us to return home at no cost. This required the airline tickets home to be changed from XXXX XXXX to XXXX XXXX to XXXX XXXX to XXXX XXXX We received paperwork from XXXX showing this had been done. When we arrived at the XXXX XXXX to return home, we were told by the airline that our tickets had been canceled because XXXX never paid for the tickets. Fortunately, we were able to buy tickets 2 hours before the flight and return home. We filed a complaint with XXXX to be reimbursed for the tickets we had to purchase, since we had already paid for them back in XX/XX/XXXX. It has been over 3 months since we filed the complaint with XXXX and have not received an official response. We have called 3 times, but have not been able to speak with anyone about how to resolve this. 

We contacted the Chase Credit Card to dispute the original charge since we never received the airline tickets we paid for. We sent extensive documentation to Chase showing the original receipts for payments for the airline tickets as well as documentation explaining the " reimbursements '' that showed up on our credit card account for cancellation of the land portion of the trip. This information was faxed to Chase XX/XX/XXXX for the first time. We received a letter In XXXX stating the dispute was being denied because XXXX had already given us credit for the airfare. This was incorrect. The documentation provided to Chase explained the 3 credits we had received to date. Some of the numbers were similar and Chase apparently agreed with XXXX 's bank that we had already received a credit. We immediately called Chase and tried to explain that if they would review the information we provided, we could explain all the numbers down to the XXXX. We also asked for a copy of the information provided by XXXX that they used to convince Chase that our dispute was not valid. We have been told by Chase on multiple occasions that we would receive copies of everything they received. We refiled a dispute and provided an additional narrative to help Chase better understand that although the numbers were similar, XXXX never gave us the credit for the airfare that they were supposed to purchase for us. We received a letter today from Chase saying our refiling of was being denied because time to file a dispute has expired. 

When we agreed to take the cruise only portion of our trip when the land portion was cancelled, based on conversations with our travel agent, documentation provided by XXXX, and discussions with staff on board the ship, we were never told verbally or in writing that there was any issue with transferring the airline tickets from originating in XXXX to XXXX. If you go to the XXXX XXXX, one of their key selling points is that they will be there to help you handle these kind of things. Maybe someday XXXX will respond. However, for Chase to ignore all the information we provided, apparently accept an erroneous claim provided by someone ( XXXX or their bank ) with apparently no written justification that they are willing to provide, and then claim your out of time is wrong.

Company response to consumer: Closed with monetary relief