Consumer complaint received 2021-09-18
Company: JPMORGAN CHASE & CO.
State: TX
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:
Between XX/XX/2021 and today, XX/XX/2021, I submitted a dispute for two charges with Chase Business. 


The first - against XXXX XXXX ( {$1600.00} ) - was initially submitted around XX/XX/XXXX. 
This was due to health risks/violations inside of my suite ( hard to breathe due to mold in AC, mold growing in carpet, cigarette smoke seeping into room from improperly sealed windows, etc. ), repeated refusals to move myself and my pet to another suite , accusations of being the source of some of health risks/violations, and potential racial discrimination ( as is also supported by previous guests and their reviews of their stay. ) The second- against XXXX ( {$490.00} ) - was submitted around XX/XX/XXXX. This was due to being charged for a full 7-day stay, after I was forced to cancel my stay within 4 hours of arrival. This is because the rooms I was offered had XXXX XXXX ( XXXX  ) in one and the strong smell of ammonia ( from mold/mildew in AC ) in another. The front desk refused to offer another room, so I cancelled the same night, and ended up sleeping in my car with my pet. 

In that time, I have had multiple dispute submissions repeatedly denied solely on the strength of the XXXX 's claim, or arbitrary rules that were never explained prior to dispute submission. This has occurred under the false pretenses, given by Chase, that these disputes and provided evidence would be thoroughly reviewed. 

This has occurred even when the merchant has provided proof that contradicts their claim, and I have provided proof that shows that I met their criteria for a full refund. This exact scenario occurred earlier today ( XX/XX/XXXX ) when I was told that Chase considered the XXXX charge valid, and I would have to resubmit my dispute if I disagree. The evidence that was used for this determination was the merchant 's proof from a prior dispute on XX/XX/XXXX. My evidence- which was submitted as a re-dispute of the XX/XX/XXXX determination - included emails that showed that I was owed a refund, as well as circled XXXX proof where it states " Cancellation Policy : Refundable. '' This was ignored. 

I repeatedly asked the individual I spoke with, " What proof would I need to provide in order to change Chase 's determination? '' She simply repeated that " If you don't agree with the determination, you can resubmit your dispute. '' This is what Chase has advised me to do repeatedly. However, after speaking to a supervisor two days earlier ( XX/XX/XXXX, ) I was informed that too much time had passed to reopen the XXXX XXXX dispute. And, according to the claimed timetable, the XXXX charge is close to running out of time as well. 

I was told this moments after having a dispute canceled while I was on the phone with another individual. This has happened 2-3 times during my interactions with Chase. 

That same day ( XX/XX/XXXX, ) I called because I noticed that my XXXX  XXXX  dispute - re-submitted between XX/XX/XXXX and XX/XX/XXXX - was missing from my account. When I asked, I was told that the dispute had been closed and I should have received a digital letter on XX/XX/XXXX. My account shows a letter for XX/XX/XXXX, that clearly states " We're researching the charge ( s ) you disputed recently, '' and a letter from XX/XX/XXXX, regarding the XXXX charge. I, to this day, do not have any written evidence that the dispute was terminated on Chase 's end. 

Once I was escalated to a Chase supervisor, I was informed that the XXXX  XXXX  dispute was originally denied because I did not cancel my stay there. 

The reason why I did not cancel was because I did not have anywhere else to go. Due to a very complicated family situation, and a family member 's attempt to kill my pet, I booked with the XXXX XXXX so that I could find an apartment to move into. I also was afraid that I would not receive my money back. 

So, when I asked why my XXXX dispute had been denied - a hotel stay that I did cancel - I was told that it was because the merchant claimed that the stay is non-refundable. Again, this is after XXXX provided Chase proof that clearly shows that I am owed a refund. And this determination is in spite of the emails I have provided. 

Please note that this conversation occurred on XX/XX/XXXX, after 10 weeks ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, ) of providing additional evidence and resubmitting disputes as I was advised to do by Chase. And this conversation occurred after 10 weeks of calls ( XX/XX/XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. ) In the almost 3 months that have passed, I have provided over 50 pages worth of emails, documents, transcripts and/or written accounts of phone conversations, copies of my tracked location ( to show that I cancelled and left my XXXX XXXX, ) months of copies of previous XXXX  XXXX guests that experienced the same issues I claimed, and more. 

I have been more than patient and understanding, considering that we are still in a global pandemic, morale is low, and people are dealing with their own set of problems or loss of family & friends. 

However, as someone who is dealing with everything listed above - including a pandemic, low morale, loss of family, and their own set of problems - my situation with Chase has been nothing short of unnecessarily stressful, confusing, and disheartening, to say the least. 

It has also, clearly, been misleading. In regards to the XXXX XXXX situation - because it was malpractice and borders a lawsuit - I was told by Chase employees to resubmit my dispute as " Issue with service, '' only to be told, months later, that there is nothing they can do. 

In regards to the XXXX situation, this is clearly a situation with a charge error and a merchant that refuses to return money for a service that wasn't used at all. 

Ultimately, this is not the experience that many other cardholders have had regarding situations like this, nor is it what Chase advertises. 

However, when it comes to me, Chase has shown that they will refuse to protect their cardholders from malpractice, will refuse to thoroughly review their cardholders ' claims, will side with the merchant regardless of what the evidence shows, and will push you to resubmit your dispute while being fully aware of the deadline to reverse a charge. And I am now in a position where, due to time passed, it will be extremely difficult ( if not impossible ) to receive a refund directly from the merchants.

Company response to consumer: Closed with explanation