Consumer complaint received 2019-12-04
Company: JPMORGAN CHASE & CO.
State: MD
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: Card was charged for something you did not purchase with the card

Complaint:
Hello- 
Around XX/XX/XXXX or XX/XX/XXXX I tried to book a package deal vacation on XXXX.  The package was to include rountrip airfare and hotel stay for roughly a week for 2 people in XXXX XXXX XXXX around XX/XX/XXXX to XX/XX/XXXX or XX/XX/XXXX.  I tried to book the package and put in my credit card information but when I pressed the confirm button I was given a message that said something along the lines of - we cannot fulfill this reservation, use another payment method and the currrent deal is no longer available (I got both- tried more than once).  After being really frustrrated, I just decided that if XXXX  wasn't going to allow me to book the deal, I wasn't going to go.  I thought nothing of it and moved on.  On my XXXX  credit card statement I had a charge for $XXXX from a XXXX XXXX XXXX XXXX XXXX.  I didn't recognize it so I reported it to my Chase card as fraud.  I was issued a new card, they removed the charge as fraudulent and I moved on.  Until it reappeared on my account.  When I called Chase they provided a bit more information- they told me that it was a hotel that had my email, phone number and credit card information and a booking number from XXXX (which I then learned was related to XXXX).  I thought that maybe this was something related to my attempt to book a XXXX  vacation back in XXXX, and Chase said that it appeared to be.  They wouldn't give me the confirmation number or anything else, but told me that given this it wasn't fraud, I'd need to deal directly with XXXX.  Well, that is nearly impossible.  XXXX  won't answer the phone or discuss anything with you unless you have a confirmation number, which I did not have because I never made a reservation!  After spending hours on the phone with XXXX  and logging into my XXXX account (which I only have because I booked another trip around the same time for XXXX  that went through fine through XXXX  and when I found out the two were related saw that I had an account with XXXX because of it.) XXXX made it clear that neither it or XXXX   could help me because they did not have any confirmation of any reservation being made.  I called my credit card company, Chase and again spent hours on the phone explaining the circumstances and finally someone at Chase tried to call XXXX.  It sounded like XXXX, from Chase finally talked to someone at XXXX by using the info the hotel had provided to it, and to someone at XXXX   and both confirmed to XXXX at Chase that NO RESERVATION WAS EVER MADE.  XXXX indicated that she would work on it and the charge would be removed.  This was in XXXX.  Well, I just got my bill and it has reappeared- the same charge.  I'm at a loss for what to do about this.  I never authorized a charge.  XXXX  clearly impermissibly took my credit card and personal information and transmitted it to XXXX, which must have been the point of transmission to the hotel, and yet that was never authorized, and they indicated that the deal was not available.  I've gone in circles and trying to resolve this, but now Chase is saying this isn't fraud because I provided XXXX with my information.  However, XXXX clearly indicated that no reservation was made.  I have no confirmation information, and no information for the alleged reservation is in XXXX system.  However the hotel keeps reinstating the charge and challenging this, and Chase keeps putting it back on my bill.  This is atrocious!  I in no way authorized this charge and not a single company involved will take any ownership and fix this.   

I am beyond frustrated.  XXXX  is misusing customer information and I can't get any resolution, despite spending hours of my time trying to resolve this.  

I wish I had something to attach, but because I NEVER made a reservation, and never recieved anything from XXXX  or XXXX (except a pop up window from XXXX  declaring that a reservation couldn't be made or that the deal was no longer availale, which I clearly didn't screenshot to keep).I have nothing that I can attach.  I could log into my XXXX account and show that there is no reservation for this hotel, but that's about it, and I won't attach that here.

Company response to consumer: Closed with explanation