Consumer complaint received 2018-08-24
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:
MERCHANT : XXXX AMOUNT : {$4100.00} CLAIM REFERENCE # XXXX CHASE CARD XX/XX/2018Chase XXXX XXXX Dispute Department Re : Dispute XXXX Card OnXX/XX/2018, my spouse,, contacted one phone call XXXX  to book a reservation for XXXX XXXX fare tickets from XXXX TO XXXX XXXX trip. She paid with 3 separate credit cards for a total amount of {$9400.00}. XXXX stated on their recorded line free cancellation within 24 hours to affirm her that this was the lowest possible deal she was getting, because she was going to wait to book. Credit Cards used for the total transaction : - Unfortunately, XXXX did not disclose clearly the additional charges, fees, and billed incorrectly. The total amount that was stated on the phone differ from online confirmation portal/ pending charges that was updated after the booking. The portal email was changed/updated without her knowledge. She is unable to view the initial email. They have switched the confirmation on the documentation. On XX/XX/2018, my spouse went online tried to cancel the reservation within the 24 hours. She called and XXXX refused to cancel because tickets are non-refundable and refuse to help. Phone was transferred the person stated to click the portal password and will need to pay cancellation fees. She refused to pay and the phone clicked off. She notified online for someone to contact her as per email, but once again line disconnected. She immediately called Chase to notify them the entire situation. Chase stated amounts was still pending and will able to dispute online after the pending is charged. I thought this was resolved in XXXX and now my credit charged is being charged by XXXX. I would like to report fraud against XXXX and my privacy concerns with my information. I did not give them authorization to charge my credit and will not pay fees to cancel within 24 hour period. I have all the documentation and additional details of fraud. To resolve the problem, I would appreciate to be fully credited. I look forward to your reply and a resolution to my problem before seeking help from federal trade commission, aviation consumer protection and the XXXX XXXX XXXX. Below is an index for documentation which I am confident shall support my dispute. ATTACHMENTS : 1. Email from XXXX XXXX XXXX  after the initial cancellation request, the date shows XX/XX/XXXX at XXXX XXXX, well within the 24 hours flight booked at around XXXX XXXX on XX/XX/XXXX 2. Emails from XXXX   XXXX XXXX  XXXX requesting we pay for the tickets despite the charges being disputed evidence which indicates a booking on XX/XX/2018 XXXX XXXX  3. XXXX XXXX XXXX XXXX on XX/XX/XXXX where calls were made to XXXX XXXX XXXX XXXX when in the booking process and then on the XXXX at XXXX when attempting to cancel the tickets evidence of cancelling within 24 hours 4. Screen shots of charges of each credit card used, showing the date of original booking 5. XXXX statement showing they refunded the disputed {$4000.00} amount from XXXX XXXX XXXX 6. Chase XXXX charge dates on statement 7. Tripit non-affiliate to XXXX XXXX XXXX to keep track of trips/itineraries/etc shows manipulations XXXX XXXX XXXX made to the booking that will not inform the client via email. Note : The original booking ending in XXXX, then another ending in XXXX, and slight variations in booking title for reasons unknown possibly to challenge charge dispute by making slight variations in numbers/names 8. Chase Statements indicating dispute and accounts credited 9. XXXX XXXX XXXX information about cancellation/refunds We contacted Chase within 24 hours of booking/cancellation. We were not able to dispute due pending. The pending charges were disputed after few days due to " pending ''. Chase credited us and then the charges were rebilled by a third party and again we dispute the charges for third time. Chase has yet to resolve the dispute since XXXX and its about to be XXXX. we are unable to use the credit for big purchases due to this dispute.

Company response to consumer: Closed with monetary relief