Consumer complaint received 2021-10-21
Company: JPMORGAN CHASE & CO.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I went online to book a hotel and car rental for a trip on the XXXX. I found myself on a site called XXXX XXXX. I picked a hotel and rental car and proceeded to purchase screen but I got a system down message. I went into my email to see if I had anything from XXXX XXXX nothing. Went to my online banking saw no charge. I assumed transaction was not successful. On the XXXX I noticed a charge for XXXX charged to my debit card. Again I go into my email do a search and nothing from XXXX XXXX or anything from a hotel or rental car. I then called chase bank and explained what happened and initiated a claim. 
I had no correspondence from the bank or XXXX XXXX. So I went online the XXXX of XXXX to book a hotel for my trip on the XXXX. I booked a hotel with XXXX and I received a confirmation from both the hotel and 3rd party that I booked through and was only charged a deposit to hold the reservation. Weeks pass and nothing then suddenly XX/XX/XXXX I see a charge back to my checking account for the full XXXX. I called chase Bank immediately and was told XXXX XXXX denied my claim. I asked how I never received anything services or otherwise. While on the phone with chase claims I live chat with XXXX XXXX. They told me no past or current charges show and said I need to prove I was charged by XXXX XXXX  for them to be able to do anything. It was a Friday and I was told by chase to print screen shots of this correspondence and fax to chase claims. Monday the XXXX I go to the bank and get proof of charges. I then live chat with XXXX XXXX once again but this time when I give them the amount and email the documents. I'm told they see the charge. I explained what happened and was told they would try to authorize the credit. After 30 min in the live chat with no response. I asked what's going on?? I was then told that they called the hotel and car rental companies and due to the type of charge could not be issued a refund. 
At this point I can't help but think this is a scam on a Friday when contact I'm told no charges existed then the Tuesday I'm told they do? I tell them I never got anything from XXXX XXXX or another company confirming those charges/reservations To my knowledge I never made a successful purchase their system was down. I also asked why they waited well over 30 days to deny the claim. I was told that he could do nothing but submit a request that takes 10 days to try and get a refund. I figured my bank would have better luck so I printed the screen shots of the conversion on that Friday the XXXX and from the Tuesday XXXX and faxed to chase. I then called chase and told them I faxed documents. I inquire as to why I never got any notice from chase about the claim being denied. They stated it was sent by mail on the XXXX. Conveniently I never got and I don't believe this was done. I requested they mail documents again and was told 48hrs before a response to my faxed documents. I don't understand how I can be held responsible for something I never got and a month and a half after my claim charged back without prior opportunity to dispute for full amount. The emotional distress has been crippling. Not only did XXXX XXXX fraudulently charge my account for the full amount for a hotel and car rental before I ever even went on that trip. They waited from XX/XX/XXXX to XX/XX/XXXX before they denied my claim. Then my bank chase never gave me opportunity to dispute clearly the moment I saw the initial charge and the charge back I contacted chase. If I had anything booked with XXXX XXXX I would of used it why would I book a hotel on the XXXX days before my trip if I had a confirmed reservation? I had to pull money out of a investment account to cover fraud and take a penalty to do so. I have bills and XXXX is not a small amount. Today is Thursday XXXX and no resolution. XXXX XXXX is a scam I plan to close my account with chase but I'm waiting for a resolution or even a response. I will never use a traditional bank again but for some this is not a option. A charge back of that amount a month and a half after the initial charge for the full amount 2 weeks before I even took the trip. Should be enough for the bank to know this was a fraudulent charge. I never received anything how are they even able to deny the claim.

Company response to consumer: Closed with explanation