Consumer complaint received 2020-09-08
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:
I filed a dispute with Chase - Visa ( Claim XXXX ), for a cancelled flight with XXXX XXXX ( XXXX  ) and they indicated that they were in favor of the airline as I was provided with the service ( flight ) based on documentation received from XXXX. The ticket was for XX/XX/XXXX from XXXX to XXXX. This flight was cancelled by the XXXX Government XXXX XXXX XXXX ( XXXX  ) - and an internet search will show such. 

After the initial reply, I provided CHASE with evidence that the documents provided to CHASE by XXXX  were FRAUDULENT including a FALSIFIED system flight record. However, Chase is accepting the fraudulent documents and not changing their initial and second decision. I also provided the flight cancellation emails that were sent to me from XXXX  the morning of the flight - that in effect cancels the contracted services XXXX  was to provide. I sent CHASE online news clippings that is readily available by conducting an online search that the XXXX XXXX XXXX XXXX ( XXXX ) CANCELLED the flight as XXXX was not supposed to sell tickets until the government approved the flights. XXXX  was not legally authorized to fly on XX/XX/2020. 

Most importantly, XXXX documents to CHASE, as attached, includes verification from their fraud management department that we were in fact on that XX/XX/XXXX flight according to their Flight Manifest Record ( FMR ). They included a system report as well showing flight/passenger status as flown - how could their system report show us as FLOWN status on XX/XX/XXXX? No boarding passes were issued to anyone that day. How can they reference a passenger manifest when there was no flight? 

Im adding further evidence. My Frequent Flyer Number is on both my ticket and cancellation notice, AND - its INCLUDED in their fake system document they provided to Chase. So why did I not get mileage for this flight and why was this not reflected in my frequent flyer account? There is only my XXXX to XXXX flight in XX/XX/2020 shown for this year. Only ONE SECTOR flown this year. See attached. 

Im also providing a screenshot of XXXX  's website showing that XX/XX/XXXX was the next flight and all other flights that week, including XX/XX/XXXX, were cancelled. 

Additionally, the amount shown on the falsified record shows a total of PHP XXXX paid and a total baggage weight of 35KG/person. However, in fact the total was XXXX as can be seen by the attached documentation ( issued ticket ) due to paying an extra PHP XXXX in advance for 10KG baggage for a total of 45KG for my ticket which is not reflected in their fake system document - both the extra baggage and the amount. It also appears they made TWO separate charges of XXXX which is not reflected in my CHASE statement. This does not appear in my original ticket booking as well - ONE charge for two tickets and additional baggage. 

Its my understanding that fraud involves the false representation of facts, whether by intentionally withholding important information or providing false statements to another party for the specific purpose of gaining something that may not have been provided without thedeception. There are no excuses for XXXX  to falsify official system information and make a false claim regarding their Passenger Manifest, and no excuses for Chase to KNOWINGLY accept fake documentation in a dispute. Chase customers can no longer count on Chase to resolve disputes.

Company response to consumer: Closed with explanation