Consumer complaint received 2023-11-11
Company: JPMORGAN CHASE & CO.
State: KS
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:
I would like to appeal the decision for claim # XXXX. 

When I called to change the date it was within hours of my online reservation. I was told I had XXXX hrs to cancel. I was told XXXX would provide me the resorts answer within XXXX so I could cancel if they wouldnt agree to change the date. XXXX did not contact me with an answer within XXXX hrs. When they did contact me it was to tell me they were escalating the issue. My credit card was charged for the XXXX  package a total of {$5900.00}. 
On XX/XX/XXXX I received written correspondence that the hotel would give me 60 days to change the stay date and to call them if I wanted to change the date. 
XX/XX/XXXX, I called to change my hotel date per my written correspondence. The rep said she needed to change my flight first but since its now over XXXX hrs ( because they didnt contact me in time like they said they would ) I would have to pay a change fee and flight difference. I said okay but you are changing the resort stay dates, too? Yes, flight first. She changes the flight and charged me an additional {$120.00} per person ( {$250.00} ). Then once completed puts me on hold and says she cant change my resort days. So now I have mismatched resort and flight days. I ask to talk to a mgr and the rep said she would escalate this for me. 
XX/XX/XXXX I receive written correspondence that says they cant change the resort day even though 4 days prior the written correspondence says they could and I had 60 days. 
I called to chase to dispute and was told I could only dispute the resort even though it was a package deal. I was provided with a temp credit for resort only ( {$4700.00} ) because although this was a package deal XXXX charged my credit card individually for flight and resort ). 
XX/XX/XXXX I received an email stating XXXX  is canceling my resort stay. 
XX/XX/XXXX I receive documentation from chase I lost my dispute and needed to pay the credit I was given ( $ XXXX-resort charge only ) .I paid it. 
Saturday, XX/XX/XXXX I call XXXX to confirm my dates since chase said I couldnt dispute the resort and made me pay it. The report said I had been canceled and did not have a reservation. 
Saturday, XX/XX/XXXX, I called XXXX they told me because of my credit card dispute they canceled my package # XXXX which included my flight and resort. I asked about the refund and they told me they had already refunded my bank account and they couldn't tell me anything else because it was with their accounting department. 
On Monday, XX/XX/XXXX I called Chase to dispute the department, and a very rude male representative told me that they didn't have any credit or gas and they received any money. He went on to say it was my fault because the trip was nonrefundable. I told him I never asked for anyone to cancel anything. My only request was to correct my hotel dates to match my flight dates. It was not my fault to ask them to change the trip date by one day when I had received written and verbal confirmation they could do this within 60 days. I called the very same Day and was told they had to change my flight first and charged me an additional {$120.00} per person. Then didn't change my resort dates like the written communication stated. Furthermore, they canceled my resort and flight without my request. Now I'm out {$6200.00} and I don't have a flight or resort for my XXXX wedding anniversary. The gentleman said there was nothing he could do. I told him I had written correspondence that they canceled and refunded my resort. He said to send in the email. I did. 
On the evening of Monday, XX/XX/XXXX I called and spoke to a manager. She gave me a temporary credit for the original flight charges and opened a dispute because the flight was canceled without my knowledge and I hadn't received a refund. She told me I would have to write in for the {$250.00} ( {$120.00} XXXX ) charge because I was charged additional money for the flight that was canceled without my knowledge, or consent. She said she couldn't do anything about the resort. I would have to wait XXXX hours after I submitted the email that showed they canceled the resort and said they were refunding my original form of payment. 
I have been battling this horrible experience since XXXX. I paid the money to my credit card immediately after my charge and have been without the {$6100.00} and without a vacation. No one cares and just blames it on me or XXXX. I'm pleading for someone to make this right. I've saved for a Long time for a XXXX wedding anniversary vacation and have only had heartache and been without my hard earned money.

Company response to consumer: Closed with explanation