Consumer complaint received 2023-03-24
Company: JPMORGAN CHASE & CO.
State: MD
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:
My wife and I booked round-trip flights on XXXX XXXX using the Chase Travel Rewards portal ( {$600.00} ) in XX/XX/XXXX, which is associated with our Chase Sapphire Preferred credit card. We later purchased seat selections ( {$110.00} ) and bags ( {$220.00} ) directly from XXXX XXXX on our existing reservation. The flights were on XX/XX/XXXX from XXXX -- XXXX and XXXX from XXXX -- XXXX. On the morning of XXXX, my wife received an email notifying her that our reservation had been cancelled with no explanation given. We did not initiate this cancellation. Since XXXX XXXX does not have a customer service number, we went to the XXXX XXXX desk at XXXXXXXX XXXX on XX/XX/XXXX to find out why our reservation was cancelled. They claimed that if we did not cancel the reservation, that Chase Travel ( our third-party booking agent ) must have. We talked with a representative of Chase Travel Rewards who stated that Chase did not initiate the reservation cancellation. At that point, the XXXX representative gave me a card with a weblink to XXXX general refund dispute department. Because of difficulties communicating with XXXX XXXX, my wife and I chose to dispute the three charges associated with this airline reservation through Chase, as these purchases were made on our Chase Sapphire Preferred credit card. 

These claims were submitted under Claim XXXX. When submitting this dispute, I selected that the merchant did not tender services. Somehow, Chase changed our dispute type to stating that the cardholder initiated the reservation cancellation, which is incorrect. Because these charges were disputed incorrectly, two of three charges in our dispute ( for {$220.00} and {$110.00} ) concluded with the decision that the charges were valid and that we would not be receiving a refund. The third ( for {$600.00} ) is still pending but the dispute type for that charge was also changed to cardholder initiated cancellation. I have submitted a written request to Chase to re-dispute these charges for reason of merchant not tendering services. However, I am not confident that they will handle this correctly since they did not get it right the first time. 

I have uploaded two documents. The one entitled " Chase Dispute Resolution '' shows the dispute decision dated XXXX for two of the three charges ( for {$220.00} and {$110.00} ) and XXXX XXXX responses. It should be noted that pages 3 and 6 of this document show the details of the cancellation. The Agent is listed as " XXXX '', which leads me to believe that either a glitch in XXXXXXXX XXXX IT system or a nefarious user may have caused the reservation cancellation to occur. The second document entitled " Chase Dispute Resubmission Request '' is the letter I sent to Chase on XXXX  asking for the disputes to be re-opened for reason of merchant not tendering services.

Company response to consumer: Closed with monetary relief