Consumer complaint received 2018-09-22
Company: JPMORGAN CHASE & CO.
State: AZ
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:
I contacted Chase sometime at the XX/XX/XXXX to file a claim on a hotel charge on Chase 's XXXX credit card that I did not stay in, and checked out the same day upon discovering the room 's condition is not acceptable and hotel refused refund, and charged for the entire reservation, 3 nights. 
Chase gave me a temp credit while they investigated the situation. After a month, they reversed the temp credit w/out any notification, I called Chase, they said the merchant responded and charge is valid, and that they can't prove that we left the hotel. I requested them to resend the letter and docs for me as I've never rec 'd anything in the mail. When I rec 'd the letter, basically, the hotel denied because we refused to take another room and they have a cancellation policy, and we canceled last minute, which is not correct, it's not a cancellation situation but a quality dispute and I have supporting docs. So I immediately wrote a rebuttal letter addressing the merchant 's letter and sent to Chase via their secure message online. I rec 'd Chase 's response stating they rec 'd the dispute info and working on it, I will be contacted if they needed further info. A few weeks went by, I haven't heard from Chase, called them and again they said they're working on it and will contact me. I asked for the expected time frame, they did not have the answer for me. I requested to speak to a manager, the manager came on the phone and said probably 30 days. Another month went by, it is now XXXX, I called them back and talked another manager, they told me the claim was closed and denied due to they did not receive any additional docs from us. Again, I told them I did send a letter and the merchant 's email via secure message, still they said they did not receive anything, and to resend, I got upset because every time I called the dispute department regarding my claim and tried to get some answers, no one has answers other than they keep giving different excuses or generic responses. Talked to 3 different managers there, still no one wants to be accountable and keep transferring me from one to another without explaining or stating the facts on why there is still no resolutions, no letters received, no communication at all from Chase, yet my case was denied and closed because no docs rec 'd and said they can't retrieve the docs from secure message and I need to re-fax the letter to them. At this point, I contacted their customer complaint hotline, the rep said they will note the incident internally, but they don't have control over the dispute department, and so they apologize for the troubles, but there is nothing they can do. This is unbelievable and unacceptable, I have the worst experience ever, and this is my very first claim with Chase. Is this how big banks treat their customers nowadays? 

I've attached a rebuttal letter and a copy rec 'd from the hotel acknowledged the issues. I sent these docs to Chase, requested to continue disputing but they did nothing about it. 
Also attached all messages sent and rec 'd from Chase with a standard response, and no follow-ups. 
Thank you, XXXX XXXX

Company response to consumer: Closed with explanation