Consumer complaint received 2021-08-17
Company: JPMORGAN CHASE & CO.
State: NY
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/XXXX2021 I purchased two airline tickets ( 2X {$1100.00} ) for me and my sister. On my return trip, I experienced a delay with of over 3 hours and I was unhappy with the service that the airline provided because apparently the airplane had too much weight. ( Which is ridiculous, how does the airline not have a running weight of the plane at check in ) I tried to work it out with the airline to no avail. So I open a dispute on XXXX XXXX, 2021 for ( 2X {$250.00} ) by calling Chase and they begin the dispute process. I find out nearly a month later, that I was denied, and that the Chase representative put that I never received the item when I never said that. And I know that I would never say that because its an easily verifiable claim that I did fly. 

I called Chase again ( XXXX ) and was told to reopen the case by faxing or mailing a letter stating my experience with evidence that would help my case. I did and after it processed, I called Chase ( XX/XX/XXXX ) to let them know of two things. 

1 ) That they opened 3X {$250.00} disputes for the tickets ( and should close one ).

2 ) That I tried to contact the airline during business hours.

I was going to call Chase stating that in closing one dispute, they pushed the date ahead of the other two by two days when I never changed the dispute, they made a mistake. But I was distracted by the fact that as I was browsing the Chase app that not only was I denied again, but that they put the reason as no billing error found. When again, I never said that there was a billing error. I said that there was an issue with the service. 

I call Chase today ( XX/XX/XXXX ) and they tell me that " disputes don't work if an item was received '' and that airlines have been struggling. I remind the representative that I know I went on the flight, that was never the issue, but that the service they provided was unprofessional. They held on to the line that " disputes don't work if an item was received '', and when questioned over why it took XXXX representatives to admit that policy that's not even on the Chase website, they said that they don't know. A policy which by the way, is not even listed on the disputing a charge Chase website. 

I believe that while the pandemic has affected airlines, I doubt that it has affected an airlines ability to make sure an airplane doesn't have too much weight for takeoff. 

I doubt that " disputes don't work if an item was received '' is true because it would break the dispute process. And also Chase stated that the airline denied the claim ( the faxed one ) and yet Chase never hounded XXXX for proof that there was a delay. An easily verifiable claim by contacting the XXXX. 

Also Chase repeatedly changed the date of the disputes ( 2nd attempt ) from XX/XX/XXXX to XX/XX/XXXX to XX/XX/XXXX. When I never changed the claim, and I believe they did so with malicious intent. 

All in all Chase and XXXX provided unprofessional service and the public should be aware of that.

Company response to consumer: Closed with explanation