Consumer complaint received 2021-04-07
Company: JPMORGAN CHASE & CO.
State: OK
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 booked a group vacation with XXXX based, XXXX XXXX XXXX XXXX on XX/XX/XXXX. I was scheduled to travel to XXXX with them on XX/XX/XXXX ( all dates are in XXXX format to match with the emails & receipts ). 

I made three payments using my Chase credit card ending XXXX : XX/XX/XXXX - USD XXXX XX/XX/XXXX - USD XXXX XX/XX/XXXX - USD XXXX *Please see the attached XXXX XXXX receipts of payment with the confirmed dates of trip XXXX XXXX postponed my trip on XX/XX/XXXX due to Covid travel restrictions. They gave me some options including, rearranging my trip however with travel to XXXX completely shut down, I accepted a refund credit note which was due to expire on XXXX XX/XX/XXXX. I was informed that if it wasnt used by this time-frame, I would receive a full refund. 

*Please see the attached email postponing my trip due to Covid-19, and follow up emails offering me a refund credit note. 

*Please find the attached refund credit note, due to expire on XX/XX/XXXX. 

XXXX XXXX went into administration and became bankrupt on XX/XX/XXXX. It was at this stage I became aware that I would not receive the services that I paid for. 

*Please see the attached email sent to me by the insolvency practitioners, XXXX XXXX XX/XX/XXXX, informing me of the administration. 

Under the Fair Credit Billing Act it is my right to claim a refund when the service I paid for is not received due to a company 's bankruptcy. 

I attempted to open up a chargeback dispute via phone on XX/XX/XXXX at XXXX CST and again in XX/XX/XXXX using the Visa chargeback code : 13.1 Merchandise services not received. ( See attached denial letters from Chase ) Chase refused to accept the dispute on the basis that I only had 60 days after the trip was originally scheduled to dispute the claim. Chase is wrong. 

The time limit for making a claim should start from the date you were expecting to receive the service/trip not from the purchase date, given you are buying something to be delivered in the future. In my case this date should be the expiration of my refund credit note - XX/XX/XXXX. Alternatively, they may use the date I found out that I would not receive the trip ( XXXX XX/XX/XXXX ). 

Visa claims that a dispute must be processed no later than either : 120 calendar days from the Transaction Processing Date 120 calendar days from the last date that the Cardholder expected to receive the merchandise or services ( Not to exceed 540 calendar days from the Transaction Processing Date ). 

I have been informed by the insolvency practitioners XXXX that all credit card paying customers should go to their banks for a refund. The XXXX Government backed Civil Aviation Authority are advising me to do the same via this letter XXXX : XXXX I have been informed by XXXX XXXX and the administrators for the company, XXXX, that I am not financially protected in any other way. 

*I have attached a copy of the flowchart sent to me by XXXX XXXX please see the red box in the bottom right corner clearly showing that US customers are not protected by financial failure insurance. 

*Please see the T & Cs relevant to my booking clearly showing that insurance is for XXXX customers only I would like Chase to open my dispute and refund me, in accordance with the Fair Credit Billing Act.

Company response to consumer: Closed with explanation