Consumer complaint received 2022-12-06
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:
We originally filed a dispute with Chase Credit card on XX/XX/XXXX for {$16000.00}. We have yet to hear anything on this dispute. It appears to be just sitting idle on their website after multiple calls to Chase. The dispute has been sitting with merchant since XX/XX/XXXX and we feel the merchant has had ample time to respond to our dispute. Details below : Our reason for the dispute is XXXX XXXX XXXX breached our contract. I will address it in brief statements below, for an easier understanding. We are not denying we had a contract with them, but since they maliciously breached our contract, we want to be reimbursed for any payments to them since the renewal of our contract last XX/XX/XXXX. 

We, in fact, renewed our contract with XXXX XXXX on XX/XX/XXXX. However, in XX/XX/XXXX, XXXX XXXX XXXX Department contacted us stating we were booking too many reservations, even though our contract stated we can book an unlimited amount, as we had the Unlimited Referral Program ( see form attached ) until XX/XX/XXXX. XXXX XXXX Department stated to us that unlimited doesnt mean unlimited, which we were totally perplexed by. Then, on XX/XX/XXXX, XXXX XXXX XXXX Department emailed us an addendum to our contract for signature, which would remove the Unlimited Referral program from our contract. XXXX XXXX XXXX department gave us only XXXX hours to sign the document, stating that if we chose not to sign it, they would cancel all reservations that were previously booked under this program & cancel our contract completely. We asked if we could have time to contact our lawyer to get his advice, but they told us no. We reluctantly signed the addendum in order to keep all reservations that were previously booked prior to us signing the addendum, as we felt we had no other choice. ( See addendum dated XX/XX/XXXX ). 

Then on XX/XX/XXXX, XXXX XXXX breached our contract by cancelling XXXX reservations that were dated for XX/XX/XXXX & XX/XX/XXXX without any notice or explanation. They just sent us cancellation letters at XXXX on XX/XX/XXXX that are auto-generated when any reservation gets cancelled ( see the attached documents ). AT THIS POINT, OUR CONTRACT HAD BEEN BREACHED, PER NEWLY SIGNED ADDENDUM ON XX/XX/XXXX. 

When I called XXXX XXXX on XX/XX/XXXX to find out why the XXXX reservations had been cancelled, I was told I needed to wait for XXXX hours before they could give me any information on the cancellations, & that I needed to call the following day, which I did. When I called back the next day, they told me to contact XXXX XXXX XXXX Department. I asked for the phone number and was told there is no phone number, but to email them. I have emailed them over XXXX times and have still not received any response as to why the reservations were cancelled. ( Copies of emails are attached I sent them ). THIS PROVES THAT THEY WERE NOT WILLING TO PROVIDE THE SERVICES TO XXXX, AS THEY NEVER ANSWERED ANY OF MY EMAILS. The XXXX reservations were never honored and the families that they were for, lost out on their vacations at the last minute, which devasted them. 

Since XXXX XXXX XXXX refused to honor the newly signed addendum from XX/XX/XXXX by cancelling these reservations without explanation or advance notice, we stopped all payments to XXXX XXXX and filed the disputes. Since we never received response/explanation from ANYONE at XXXX XXXX, we feel a full refund of all monies should be honored to us for all reasons stated above. 

WE HAVE SUBMITTED THIS TO CHASE BANK WITHOUT ANY RESPONSE FROM THE MERCHANT OR CHASE among other information. WE FEEL THAT WE HAVE GIVEN THEM AMPLE TIME TO RESPOND TO THE BREACH OF CONTRACT. CAN YOU PLEASE HELP XXXX??

Company response to consumer: Closed with explanation