Consumer complaint received 2020-09-02
Company: JPMORGAN CHASE & CO.
State: CA
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:
On XX/XX/XXXX, I made two hotel reservations through XXXX for the XXXX XXXX XXXX listed below : XX/XX/XXXX - XXXX for {$290.00} XX/XX/XXXX - XXXX for {$250.00} The hotel messaged on XX/XX/XXXX, 2 days before my initial reservation through XXXX, and informed the hotel would not be taking guests due to closure by the mayor from XX/XX/XXXX to XX/XX/XXXX. This closure was due to Covid-19 and was widely publicized on the news.

That day, I tried to cancel my reservations online but saw it wasnt showing that I would be refunded. 

The next day, XX/XX/XXXX, I called XXXX to explain I tried to cancel my reservation online because the hotel is closed, but it doesnt look like I am being refunded, so I wanted to call to make sure it the reservations were canceled and I was refunded. 

The person I spoke to told me he canceled my reservations and I would receive a confirmation email within 48 hours and a refund within 30 days and not make any changes to the reservations online.

Two days later, I received an email from XXXX asking about my stay, which I thought was strange because I had canceled. I went online and saw that my next stay was still showing and that none of them had canceled. I canceled the second stay online myself and figured it may have been a glitch. 

I had online chats XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, with XXXX where people kept saying my request was being elevated and I would receive a response within 48 hours and I never received one. 

I wrote a demand letter to XXXX on XX/XX/XXXX, which was never responded to but delivered. I have confirmation from the tracking number. 

I called XXXX XX/XX/XXXX and asked to speak to a manager and said I wouldnt have up until I knew what the resolution was. I was told I would be given a call or email within 48 hours. I said Id been told that 3 times already and was frustrated. The person I spoke said she would give ma 10 % courtesy credit towards my account for not receiving the promised responses. I said I didnt need a courtesy credit, I just wanted my refunds because the hotel was closed and I shouldnt be begging for a refund for this. 

XX/XX/XXXX I received an email response from XXXX stating that We would like to inform you that XXXX XXXX  is subject to the policies of each service provider ; Despite interceding for your request, we inform you that the XXXX XXXX XXXX has denied reimbursement due to the policies established in your reservation. 

XXXX I emailed the hotel to see if this is true. They informed me that guests with stays scheduled during the time they were closed were not charged and any associated fees were waived. They told me to call XXXX and to have them call the hotel or email the hotel to confirm this was true. They said XXXX never contacted them regarding my reservations. 

I called XXXX again and XXXX tells me I got a voucher for both rooms PLUS 10 % which I didnt and hangs up on me. I didnt receive vouchers for my stay. I didn't ask for a 10 % courtesy credit and that wasn't in lieu of a refund. 

I called again on XX/XX/XXXX and XXXX - says he cant give out an address to send additional correspondence in order to sue then, but they received my first letter. He said they can have it looked at within 72 hours. I never received another response. 

I reached out to my credit card company and they told me it was too late to dispute the charges because they were from XXXX. I have begun filing paperwork to sue XXXX in small claims court, but I would prefer just having the charges refunded so I can get this over with.

Company response to consumer: Closed with explanation