Consumer complaint received 2023-10-03
Company: JPMORGAN CHASE & CO.
State: GA
Product: Credit 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:
On XX/XX/XXXX I purchased a plane ticket and travel protection from esky.com for a flight to take place on XX/XX/XXXX. At the time of purchase I thought I was buying my XXXX plane ticket from XXXX, I still do not know how I ended up on XXXX website. After I purchased my ticket I realized I was not on Delta.com and did a quick XXXX search of esky.com and saw several results calling it a scam. I was anxious and believed I was a victim of fraud and immediately called XXXX to report what had occurred. The agent informed me once the charges posted they would be disputed and she canceled my current card and ordered a new card to be shipped to my home. A few days passed and I noticed the charges were still on my account, that's when I called Chase again and found out I needed to call a particular department to dispute the charges. I believe on XX/XX/XXXX I officially disputed the charges and explained I was a victim of a phising attack when I purchased a plane ticket and travel insurance, I was refunded for the flight and travel insurance. on XX/XX/XXXX I received an email confirmation for the flight scheduled for XX/XX/XXXX. This flight confirmation was from XXXX, com and this was the first piece of evidence I received to inform me esky.com was a legitimate site. On XX/XX/XXXX I also noticed that the charges for the flight and the travel protection were posted back on my account and my dispute was closed and overturned. I called XXXX knowing that I purchased XXXX XXXX and if nothing else I could cancel the flight for full refund because of it. I spoke to several people who told me a refund was on the way and my bank would credit the amount back. I called Chase XXXX XXXX explaining to them esky.com representatives are stating Chase will refund me my money back and that is why they cant honor my travel protection purchase and refund my flight. I believe esky.com was misleading in their initial response to Chase bank stating the flight was still available for me. It was not because I actually went to Delta.com that same night I thought I was scammed by esky.com and purchase a flight ticket for the same times. I tried several times explaining to Chase esky.com is not honoring my purchase protection and they were not working with me to refund my money. Chase has not been fair to me in taking into consideration my experience with the esky.com merchant. I asked if I could have a member of Chase on the phone to hear the response I get from esky.com in trying to get a refund for my ticket but Chase refused. I have been a client of Chase Bank for over 18 years and have never disputed a charge with them before nor missed a payment. I called Chase bank within XXXX mins of the purchase to XXXX so I am confused why the charge was posted and why they did not advocate to protect my purchase. I understand I made an error in thinking esky.com was a scam but I paid for a ticket I could not use and the travel protection I paid for was not honored by esky.com and Chase refuses to refund me for either. As a consumer I feel Chase failed to protect from esky.com refusing to honor my travel protection and refunding my flight.

Company response to consumer: Closed with explanation