Consumer complaint received 2018-11-18
Company: JPMORGAN CHASE & CO.
State: MN
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 had recently been charged for a hotel stay ( XX/XX/2018 ) I did cancel a day later ( XX/XX/2018 ) with XXXX. This dispute starts with a phone call to XXXX ( XX/XX/2018 ) asking about a refund and being given that refund by one of their customer support representatives. Before I hung up I asked the guy to validate the refund and he did. 

Seven days later ( XX/XX/2018 ) after I noticed the refund hadn't been credited to my Chase credit card account I called back XXXX and a different representative told me this time they couldn't refund the charge because the hotel had the money and they had to call the manager. Obviously, I started having my suspicions and filed a chargeback ( XX/XX/2018 ) with Chase so this could further get investigated. A couple of days later ( XX/XX/2018 ) a person from XXXX emailed me and said they couldn't give me a refund because of the hotel 's non-refundable policy that wasn't on the itinerary and was the reason the first representative said he'd process it for me. So I decided to wait until Friday ( XX/XX/2018 ) of that week and a representative from Chase named " XXXX XXXX '' called me to update me on the status of the chargeback. 

She told me that they couldn't refund the money because of their policy. I asked her who had the money, and she said that XXXX had the money and the hotel did not. She told me that I, XXXX, and she could do a conference call, but I couldn't because I was at work and instead opted to give me her extension. This was followed by me calling her multiple times over the work week and never being able to reach her. I received a letter in the mail ( XX/XX/2018 ) telling me my case had been " resolved ''. 

I reopened the chargeback ( XX/XX/2018 ) again with Chase through their online messaging system, received a confirmation email, and a call a couple of weeks later ( XX/XX/2018 ). I spoke with an employee that sounded rather new and had trouble getting the exact details I needed to reopen the chargeback. She assured me I would hear back from them and to go through their online messaging center ( I already did ). Unsurprisingly I never heard back from them and received another letter ( XX/XX/2018 ) that my dispute had been resolved. The letters were duplicates from the first person I had on my case, so two letters of the same writing from XXXX for cases one and two. 

On my 3rd try this time I got to speak with a representative ( Late XXXX or Early XXXX ) and told me to submit documentation through their online messaging center and a representative would call me about my case for sure this time. I submitted everything through the appropriate channels and never heard back from them. I received an email at XXXX ( XX/XX/2018 ) about my case once again being resolved without even talking to me. 

Today ( XX/XX/2018 ) I called a representative and escalated to a manager, her name was XXXX. They told me they had gone online and looked at XXXX 's policies for the hotel that I had booked. They looked at none of my documentation and didn't bother calling XXXX even after the first try. The manager basically said " Boo-hoo to bad '' and actually hung up on me. 

Chase customer service is basically a bunch of kids getting paid to look XXXX up online and never bother doing a real investigation. Why ask me for documentation if you aren't even going to look at it? Why say you're going to call me when you won't? 

DO NOT EVER USE CHASE OR XXXX! EVER!

Company response to consumer: Closed with explanation