Consumer complaint received 2021-03-20
Company: JPMORGAN CHASE & CO.
State: MI
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 booked a group vacation with The XXXX XXXX XXXX on XX/XX/XXXX. I was originally scheduled to travel to XXXX but I changed my trip to XXXX which was due to depart on XX/XX/XXXX. 

I made the following payments using my Chase credit card, ending XXXX. 

XX/XX/XXXX - USD XXXX XX/XX/XXXX - USD XXXX XX/XX/XXXX - USD XXXX XX/XX/XXXX - USD XXXX XX/XX/XXXX - USD XXXX XXXX XXXX  postponed my XXXX vacation via an email on XX/XX/XXXX due to Covid-19 travel restrictions. They gave me a new trip date of XXXX of XX/XX/XXXX. 

*Please see attached email postponing my trip and moving me to a XXXX date I booked another vacation with XXXX XXXX on XX/XX/XXXX to XXXX . This trip was due to depart on XX/XX/XXXX Payment made : XX/XX/XXXX - USD XXXX On XX/XX/XXXX XXXX XXXX  postponed this trip due to Covid travel restrictions. As you can see from the email, this trip was re-scheduled for XX/XX/XXXX. They did not offer me a refund. 

*Please see attached email postponing my trip and moving me to a XXXX date *Please see the attached XXXX  XXXX receipts of payment with the confirmed dates of trip XXXX XXXX went bankrupt on XX/XX/XXXX. It was at this stage I became aware that I would not receive the services that I paid for. 

*Please see the attached email sent to me by the insolvency practitioners, XXXX XXXX XX/XX/XXXX, informing me of the administration. 

Under the XXXX XXXX XXXX XXXX it is my right to claim a refund when the service I paid for is not received due to a company 's bankruptcy. 

I attempted to open up a chargeback dispute with my Chase Credit Card, using the XXXX chargeback code : XXXX Merchandise services not received. 

Chase has refused to open my claim on the basis that it was out of the time frame. My bank is wrong. 

The time limit for making a claim should start from the date you were expecting to receive the service/trip not from the purchase date, given you are buying something to be delivered in the future. 

In my case this date should be my new trip dates of XXXX of XX/XX/XXXX ( XXXX ) and XX/XX/XXXX ( XXXX ). Alternatively, they may use the date I found out that I would not receive the trip ( XXXX XX/XX/XXXX ). 

XXXX claims that a dispute must be processed no later than either : 120 calendar days from the Transaction Processing Date 120 calendar days from the last date that the Cardholder expected to receive the merchandise or services ( Not to exceed 540 calendar days from the Transaction Processing Date ). 

I have been informed by the XXXX  XXXX  XXXX that all credit card paying customers should go to their banks for a refund. The XXXX Government backed XXXX XXXX XXXX are advising me to do the same via this letter XXXX : XXXX I have been informed by XXXX  XXXX and the administrators for the company, XXXX, that I am not financially protected in any other way. 

*I have attached a copy of the flowchart sent to me by XXXX XXXX please see the red box in the bottom right corner clearly showing that US customers are not protected by financial failure insurance. 

I would like Chase to open my dispute and refund me, in accordance with the Fair Credit Billing Act. 

Please attach these documents : Letter from XXXX XXXX XXXX XXXX : XXXX Emails postponing and moving your trips to XXXX dates XXXX  email sent by XXXX on XX/XX/XXXX Flowchart sent XXXX XXXX ( attached ) Original receipts ( attached ) Relevant rejection letters / emails from Chase

Company response to consumer: Closed with explanation