Consumer complaint received 2017-12-18
Company: JPMORGAN CHASE & CO.
State: FL
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/XXXX my daughter, XXXX, and I were driving out of the mandatory evacuation zone in which she lives in southeast Georgia, ahead of Hurricane Irma. While driving north, desperately searching for a hotel that was not completely booked, we used the XXXX app on my phone to make a reservation at a XXXX XXXX in what we believed was XXXX, Georgia. When we eventually arrived at the hotel and they had no reservation for us, we realized that we 'd mistakenly booked the room in XXXX, Ohio. We continued traveling, eventually securing lodging a couple of hours north and at XXXX, I called the XXXX XXXX in Ohio and explained our error. The front desk agent assured us we would not be charged as a " no show '' and that the hotel did not even have our credit card information as we 'd used the XXXX app. 

At XXXX XXXX on the same evening I e-mailed XXXX ( as it was not possible to reach a live agent ) and requested cancellation of the erroneous reservation. So, within approximately 3 hours, I informed both the hotel in Ohio and XXXX that I 'd made a mistake in booking, as we were understandably shaken, fleeing a Category 4 hurricane. 

My daughter was not allowed to return to her apartment in XXXX, Georgia, for almost a week, as advised by the National Guard stationed outside the perimeter of her town. When I finally returned to my home in XXXX Florida on XX/XX/XXXX, I called XXXX when I did not see the credit posted to my Chase Sapphire account for {$130.00}, for the mistaken reservation. After punching in the confirmation number, I was told by an automated response, that my refund would be processed " but it may take 3 or 4 days to post. '' When no refund was posted by XX/XX/XXXX, I finally managed to reach a live representative from XXXX who informed me that the company had no record of my having cancelled the reservation. Her supervisor confirmed the same, despite my offer to forward the e-mail I had sent to XXXX on XX/XX/XXXX, doing exactly that. Essentially, they told me the charge was valid and I had no further recourse. 

On or about XX/XX/XXXX, I filed a dispute with Chase, who issues my Visa, and received a temporary credit in the amount of {$130.00} while the investigation was conducted. I faxed, e-mailed and sent paper copies of all of the documentation I had compiled including a Statement of Events, a copy of the e-mail to XXXX with the date and hour highlighted, a copy of the phone call made to the hotel in Ohio, explaining the error, and a receipt proving that we had booked a hotel room in Georgia for the evening of XX/XX/XXXX.

On XX/XX/XXXX I received a letter from Chase stating that because they had resolved the dispute in favor of the merchant " because the merchant has no record of you canceling the request within policy guidelines. '' Despite the fact that I had e-mailed, faxed and submitted by postal mail the precise record of my canceling the reservation made in error, Chase decided I was not due a refund of {$130.00}. 

I would appreciate any assistance in helping me obtain a credit for {$130.00} for what amounts to a simple mistake, while escaping the path of a hurricane, and one that I went to great lengths to rectify. 

Thank you for any help you can provide. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation