Consumer complaint received 2018-04-20
Company: JPMORGAN CHASE & CO.
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX I booked a room through XXXX for the XXXX XXXX in Washington DC. The cost of this room was XXXX.. During the booking process XXXX stated that there was a no cancellation clause. They did not mention any fees associated with the hotel stay whatsoever. Once I arrived at the XXXX XXXX I was greeted by the hotel manager who told me that there was a {$50.00} CLEANING FEE DEPOSIT and a non smoking fee of {$250.00} which is twice the cost of the room rental. I reluctantly agreed to these charges because I feared that I would be out of the money agreed to when booking the room. At the time of check in I asked did the room have a microwave as I am use to booking hotel rooms that come with small refrigerators and microwaves. I was told no, only on request so I requested a microwave. A hotel employee brought the microwave up to the room approximately an hour later. Once the employee plugged the microwave in I started to feel ill instantly so I called down to the front desk to let them know that I would be leaving the microwave outside my door. Next, I noticed that there was a small refrigerator but it had XXXX XXXX, alcohol and candies in it. I removed some of the item so that I could store a microwave dinner that I had purchased. There was not any indication that these items were of additional charge although I did not use them but just removed them temporarily so that I could store my food. I tried to settle down and watch a little television. When I laid on the pillows I began to feel nauseous so I turned the tv off and laid toward the bottom of the bed. At that point I fell directly asleep. I woke up around XXXX XXXX ; since I had no way of cooking my food I took some chocolate covered peanuts and ate them. I immediately felt sick again. Shortly afterwards I fell asleep again. The next time I woke up was about XXXX XXXX.. When I got up I had to use the washroom and when I set on the toilet I began to feel faint. Funny vibrations were going through my body like never before. At that point I decided to take out an EMF reader that I carry around with me to see if I had been exposed to any radioactive radiation and the room lit up. As I was checking the room for exposure I also was recording. Afterward I began to pack my stuff that I brought with me making sure everything else was in its proper place. Before leaving the room I flagged down house keeping and asked her to check the room to make sure that it was okay. When she gave me the okay I was recording her as well. Next, I went to the front desk and spoke with the same manager who checked me in. I explained all the aforementioned and told him that I did not get any rest because I became ill in the room and ask could he accommodate me on another room. He stated in response I dont even know what type of machine that is! Did you bring that here looking for something? He went on to say why would you want to even stay here again if your experience was as bad as you say it was ; wait a minute, have a seat I will see what I can come up with on a room! Next, I set down, around fifteen minutes later and he came to me and said that he could get me another room at {$150.00}. and told me to think about it. At that point I was in a deep shock so I set there in the lobby in the same chair for over an additional hour. When I finally decided to leave I went up to the front desk and asked for my final bill. Once the hotel employee pulled it up he asked was I leaving. I found that odd because it was the same question that was posed to me by house keeping when I asked her to check the room before I left. Moreover, I told him yes I was leaving then he asked me to wait a minute. His behavior raised concern for me given the fact that I did not understand why he did not just print my bill! He went over to speak with the same manager who checked me in. I waited for about another ten minutes before this employee came back and printed my bill. When I looked at the bill I immediately became upset after observing that I was charged a {$210.00} fee plus a fee of XXXX.. The XXXX dollar cleaning fee that the manager said would be held against my account in the beginning for cleaning never posted to my account nor was it on the receipt. I went over to the manager and asked what was up with the bogus charges and then he said that he had spoke to housekeeping and she said that there was smoking in the room and that she said that she found a single cigarette butt. I inturn reminded him that I showed him a video in the beginning of our interaction that morning with the housekeeper observing the condition of the room and telling me that it was okay! I continued by stating that I also told him that I was ill the whole time that I was in the room and did not smoke a cigarette then he went on to say that the mead found a cigarette butt which was completely not true! At that point I pulled out my phone to show him the video in which condition I left the room and asked why would I leave one cigarette butt and the whole room is Immaculate. He agreed to remove the charges but for some reason had to contact the hotel security before he done so. At that point another employee of the hotel just started yelling for security so I left the hotel because it became a very hostile environment at that point. Once I was safely away from the hotel I first tried to send the general manager an email twice regarding my experience. Both e-mails came back to me as a domain failure. Then I tried calling the hotel and someone picked the phone up and then set it down so I went back to my emails and sent a reply to the welcome email that they sent me. As I waited for a reply I called XXXX and briefed them of my experience. At that point XXXX tried to reach the hotel via phone and was met with the same issue that I experienced so they offered me a voucher on my next hotel stay and I declined given my experience. Next XXXX offered to refund me XXXX XXXX and I accepted given the fact that Ill never use their service again and I originally agreed that there would be no refunds on the room. At this point I decided that I would wait for the charges to clear on my CHASE Checking account that I have held in good standing for twenty two years. While I was waiting I received a email from XXXX XXXX XXXX on XX/XX/XXXX asking me what did I like about the hotel stay. I did not respond because there was not anything that I could say that I liked at that point. On XX/XX/XXXX the charges from the XXXX XXXX had cleared and I called CHASE Dispute by phone to dispute the charges. I told the representatives everything that I wrote here and I was told that there was nothing that the bank could do about the charges and that I would have to wait fourteen days, XX/XX/XXXX to go forward with my claim through XXXX. While I was waiting I received another email from the XXXX XXXX on XX/XX/XXXX asking me to do a survey again. This time I responded and stated everything that I wrote here and added that I did not wish to hear from them again until they could address the money that was fraudulently took out of my account. Nine hours later I received a notification on my XXXX that my CHASE Debit Card had been removed from apple pay! I did not pay this action any mind given the fact that I had been having many issues with my phone as well. Next, I went to XXXX and attempted to purchase two apple pies and my card was declined so I went into a CHASE Branch to find out what had happened and I was told that my account was closed by the bank. Then I asked the teller could he tell me why my account was closed and then he told me that CHASE can close your account for any reason that it wants to. At that point the teller advised me to withdraw all of my money otherwise he said in about a week it would be sent to you in a check and you dont want that so at that point I told him that he could cash out the account. The following day ( XX/XX/XXXX ) I called CHASE Customer Service to inquire about the reason that my account was closed and was given the number to CHASE Dispute by Phone. When I reached chase dispute by phone they told me that my account was closed due to my issue with the XXXX XXXX and they said that I still had that claim pending. I asked to speak to a supervisor because when I was at the branch the representative said that my dispute was supposed to be handled within 24 hours so as I believed in the first place. Once I reached and spoke to someone in CHASE Dispute by phone escalations I was told that my dispute was resolved at that point and that was the end of the matter. Approximately one week later I would receive three letters. Two on the first day stating that my dispute was resolved and final and then a third letter on the following day stating the same thing. I took these letters as a taunt and an escalation of the abuse that I had already experienced. I figured these acts to be part of the XX/XX/XXXX madness that a lot of childess adults are participating in. This is not common ethical behavior that federal regulated commercers participate in. By CHASE Dispute by phone closing my account after 22 years I no longer have access to my bank statements that the teller also told me that I would have access to. What theyve done to me is very cruel and inhuman! Besides these facts it has been well over one month and I still have yet to hear back from the hotel regarding these disputed charges.

Company response to consumer: Closed with explanation