Consumer complaint received 2019-03-12
Company: JPMORGAN CHASE & CO.
State: NJ
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 am filing a formal complaint regarding Chase Credit Card Services handling of Claim ID : XXXX. This claim has been grossly mis-handled by Chase. I am formally appealing Chases ruling that the charge of {$290.00} dated XX/XX/XXXX was valid as I have provided written evidence contradicting such conclusion to Chase multiple times. 

I will provide some background on the purchase and the various pieces of written evidence that have been provided to Chase as part of the dispute process, which has been ongoing since XX/XX/XXXX. On XX/XX/XXXX, I authorized a charge of {$3600.00} with the merchant XXXX XXXX XXXX XXXX. This payment was related to a package tour of the country XXXX with the merchant including all of the goods and services listed in an itinerary the merchant provided via email on XX/XX/XXXX ( Enclosed as Exhibit 1 /2 and provided to Chase on XX/XX/XXXX and once again, on XX/XX/XXXX ). The tour was scheduled to take place XX/XX/XXXX XX/XX/XXXX. 
Unfortunately the merchant did not deliver the package as agreed to in the itinerary. Exhibit 1, Page 7 clearly states that the package included a hot stone bath at your hotel as part of the package price that was charged in full on XX/XX/XXXX. The merchant refused to provide this part of the package despite it being included in the written itinerary upon which was agreed to between both parties prior to payment. Upon confronting the merchant, I was informed in writing ( via email ) that the merchant made a typographical error on the itinerary and would refuse to provide the hot stone bath because it was too expensive. ( Enclosed as Exhibit 3 and provided to Chase on XX/XX/XXXX and once again, on XX/XX/XXXX ). 

The merchant charged my credit card account in full for a package tour which included a hot stone bath. The merchant then decided not to provide this service. I filed a dispute with Chase on XX/XX/XXXX for the cost of the hot stone bath which the merchant refused to provide and acknowledged that they refused to provide in writing. The cost of this service was included in the price of the package but was not provided, so the charge for the package is clearly disputable. The merchant claims that they did not charge for the hot stone bath but that is clearly incorrect as the charge of {$3600.00} which was processed on XX/XX/XXXX was for an entire package including the hot stone bath as one component of that package. 

Not only is Chases ruling of the charge as valid in error, but Chase has grossly mis-handled this complaint. At no point was I provided with the merchants written response to the dispute despite multiple requests via telephone. At no point was I permitted to speak with the Claims Examiner responsible for my dispute, despite repeated requests. And I was forced to provide written documentation to Chase multiple times before anyone acknowledged receipt ( Exhibit 2 was provided to Chase via email on XX/XX/XXXX but the claims examiner failed to review it until it was provided a second time on XX/XX/XXXX ). Lastly, and most alarmingly, Chase has ruled this charge to be valid, despite numerous pieces of evidence to the contrary, and Chase refuses to escalate this matter further in complete ignorance of the facts provided. Chase has provided three written letters ( XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) stating that the charge is valid, but refuses to provide any rationale or reasoning to overturn the written evidence I have provided to the contrary in clear violation of the consumer protections afforded by the FTC. 

As a consumer and a loyal Chase customer, I am disgusted at how Chase has handled this situation and a copy of this formal complaint will also be provided to the FTC as well as the CFPB. I hope that Chase will review its dispute resolution procedure as this experience has been unacceptable and in violation of every basic consumer protection afforded by the concerned regulatory bodies. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation