Consumer complaint received 2021-10-04
Company: JPMORGAN CHASE & CO.
State: IL
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 have opened a credit dispute with my credit card provider, Chase on XX/XX/2021 regarding a XXXX XXXX transaction Ive incurred on XX/XX/2021, for which the merchant had refused providing service. Total amount {$2200.00}. I used the automated Chase app system to open the dispute, that had simply asked for the transaction that needed to be disputed and nothing else. The system notification specified that if the merchant needs more documentation to support my claim, they will reach out to ask for it. I have never been contacted by Chase for additional documentation that supported my claim and the claim was closed on XX/XX/2021 with a status of charge is valid, therefore I was given no credit for the transaction. The documents I was provided to support Chases resolution was a transcript of the airline tickets they have obtained from XXXX XXXX ( which I also possess ) with a short answer from the Airline that the passengers did not have the required travel documents in order to fly to United States, and no further proof of their position. The background for the XXXX XXXX transaction is that the passengers were flown by XXXX XXXX from XXXX, XXXX to XXXX, XXXX as part of their XXXX - USA full round trip, but they were refused boarding on the second leg of the flight, XXXX - XXXX, while in XXXX, under the pretext of insufficient travel documents. If the passengers lacked complete travel documents as per XXXX XXXX claim, they should have been denied boarding from the very beginning. This is the reason I disputed the credit card charge, together with the XXXX XXXX unwillingness to explain the missing travel documents claim. 
As a result of the closed dispute with Chase, per their option to re-open the dispute where I was encouraged to submit supporting evidence for my claim, I have gathered all passengers travel documents, wrote a personal statement explaining the events around the credit card charge, discussed extensively with Chase Claims department representatives to ensure I follow their procedures and submitted all the documents to Chase Claims Department. I have submitted said documents on XX/XX/2021. I would like to note that at any point in my conversations with Chase Claim Department specialists had anyone mentioned any time limitations. I spoke on the phone with Chase Claims specialist on XX/XX/2021, at XXXX and XXXX XXXX XXXXXXXX None of the specialists had mentioned time limitations. 
My reopened claim was closed by default on XX/XX/2021 and as of XXXX XXXX XXXX today, XX/XX/2021 I was provided with no letter from Chase explaining the reason, and resolution details. I called Chase Claims Department at XXXXXXXX XXXX on XX/XX/2021 and was told that the reopened claim was closed because too much time had passed from when they first closed the initial claim until I requested the reopening of it. Furthermore, they claim that at this point it is irrelevant whether the XXXX XXXX charge is valid or not based on the supporting documents I have sent in, they will not take any further action to help me with this charge. They also claim that I am welcome to reopen the claim as many time as I see fit per my cardholder rights, however it will be closed by default. Not a whole lot to do anymore, as you can see. 
From where I stand, as a financial services customer, I had taken all the measures I was supposed to, as a customer, I relied on Chase to always be transparent with me and protect me from fraud, but it appears that the process is all smoke and mirrors. I have notified Chase of the transaction issue in due time, expecting due diligence from their part, but my original claim was closed without any such due diligence. No time limitations were communicated to me, and no apparent effort to protect me as their customer was employed. I am faced with owing money to Chase for what is in essence, customer fraud, all because Chase refused transparency regarding time limitations. Had I known I had to take action within a time frame, provided that they allowed me enough time to gather all needed documentation, I would not be in this unpleasant situation. 
Please consider my complaint and advocate for my rights as a consumer. 
I can provide documentation to support my claims, my communication with Chase, with the Chase merchant, and I am available to be contacted via email and phone. 

Please also note that Chase is in possession of all the supporting documents that support passengers complete travel documents, including copies of passports and visitor Visa, which is sensitive information and should be handled with care.

Company response to consumer: Closed with explanation