Consumer complaint received 2020-08-28
Company: JPMORGAN CHASE & CO.
State: NY
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:
This is in regard to a dispute to charges placed on my Chase Visa credit card. On XX/XX/2020, I purchased 12 tickets for a roundtrip XXXX flight from XXXX, XX/XX/XXXX - XXXX, in the amount of {$480.00} each through a travel agency, XXXX. I was notified on XX/XX/2020 that the return flight on XX/XX/2020 had been cancelled. The outbound flight departure time had also been changed 2 hours. I contacted XXXX on XX/XX/2020 for assistance and was told that I had to proceed through XXXX only. The contacts I made were as follows : 1. ) XX/XX/XXXX, emailed XXXX asking for assistance with cancellation 2. ) XX/XX/XXXX, email response received from XXXX indicating that they would respond within 7 days of travel. 
3. ) XX/XX/XXXX, XXXX conversation with XXXX from XXXX - she informed that XXXX was only giving vouchers to be used until the end of XXXX. However a request could be put in to XXXX for a refund. XXXX sent request to XXXX for refund. I was told to wait up to 2 weeks for a response. 
4. ) XX/XX/XXXX, chat with XXXX rep on XX/XX/XXXX ( waited since XX/XX/XXXX for response ) asking what to do. Response indicated that I had to contact travel agency directly. 
5. ) XX/XX/XXXX - XXXX responded indicating that tickets were non-refundable, but awaiting on possible tax refund. 
6. ) XX/XX/XXXX - email to XXXX from XXXX - asking about the status of refund from XXXX. 
7. ) XX/XX/XXXX - email to XXXX from XXXX - asking about the status of refund from XXXX. 
8. ) XX/XX/XXXX - XXXX from XXXX called me from XXXX indicating that XXXX granted a full refund for the tickets. A waiver was granted and refund would be issued in 4-6 weeks. 
9. ) XX/XX/XXXX - XXXX from XXXX called and informed me that XXXX " changed their policy '' and no refund was to be issued. 

I called Chase Visa on XX/XX/XXXX to inquire about disputing the XXXX charges from XXXX on my card. I was told that with airlines, since a flight was cancelled, as long as I had the email or notice of the cancellation, that a dispute could be made. 
I submitted paperwork and received a response from Chase indicating that a " significant amount of time has passed since the date of the charge '' and " the merchant isn't required to credit the account because the charge took place too long ago. '' This was received on XX/XX/XXXX and I was not able to call Chase until Monday, XX/XX/XXXX because their dispute center was closed. 

The agent I spoke to informed me that since the 118 day period had passed, it was too late. I informed her that I followed exactly the instructions from Chase as trying to resolve with the vendor directly. Up until XX/XX/XXXX I was under the impression that the vendor was refunding me! Why would I dispute the credit card charge when the vendor indicated that I would be refunded? The agent said the case was closed. I asked to speak to a supervisor, who was supposed to call me in 24-48 hours and did not. I do not feel comfortable with vendors taking advantage of the 118 day policy in order to get away with not refunding for services that were not provided.

Company response to consumer: Closed with explanation