Consumer complaint received 2023-04-26
Company: JPMORGAN CHASE & CO.
State: PA
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:
A charge to Chase XXXX XXXX XXXX Credit Card was completed for our cruise, on XXXX XXXX XXXX XXXX for the full cost of a cruise on XX/XX/2022 in the amount of XXXX. The Cruise line cancelled the cruise in XX/XX/2022 a few weeks prior to the XX/XX/2022 departure. The Cruise line offered to rebook on another trip or a full refund. As the alternate cruise did not fit our schedule we opted for a full refund. Since XXXX we have made several attempts via email and through the travel agent to request a date for our refund. XXXX provided only standard texts with no dates- The following is what was received from XXXX. 

Thank you for contacting XXXX XXXX XXXX XXXX. 

I do see where you have a pending reimbursement on your account. Unfortunately, I am unable to give an exact timeline for when your refund will be processed. Our XXXX team is working on all refunds as quickly as possible in the order in which they were approved, but they are unable to provide exact timeframes for any specific refund. We understand the frustration this delay can cause, but appreciate your continued patience. 

Warm Regards, XXXX XXXX XXXX Thank you for contacting XXXX XXXX XXXX XXXX 

As Im sure you know, the coronavirus world event has caused severe disruptions throughout the travel industry, and our company is no exception to this. Our team is devoted to delivering exceptional customer service- however there were a number of departures that needed to be canceled due to government restrictions, and we are working through processing thousands of requests as a result. 

We have a limited number of team members, but we are working diligently through each and every request in the order in which it was received. As a result of the amount of refunds to still be processed, there is no time line on when your refund will be done. 

Following these recent emails, the XXXX website no longer exists, there are no responses to calls or emails. Having no other recourse to negotiate with the merchant, I requested assistance for a charge back from our XXXX card for Lack of Service. The claim was denied because we do not have a specific date of the refund from XXXX. I explained the company is no longer active and I can not make any further requests and XXXX would not provide a date or timeline despite our multiple request to do so. 

According to the XXXX XXXX like with any other charge, the consumer has the right to dispute a transaction involving a non-refundable charge as long as they believe they have a valid claim. Valid claims include not receiving the product or service or not having signed or authorized the non-refundable charge. 

I believe we have met the criteria for the XXXX and Visas denial that a specific date for a refund does not meet with the XXXX of the XXXX guidance. It further seems it is a criteria set up by XXXX as a means to deny claims that is unrealistic and does not provide the consumer protection for cancelled trips claimed on their website.

Company response to consumer: Closed with explanation