Consumer complaint received 2022-04-27
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 am providing materials to support a disputed claim for a XXXX ticket allegedly purchased on XX/XX/XXXX using my Chase card, which at that time ended in the digits XXXX. 

XX/XX/XXXX I attempted to purchase an airline ticket through XXXX XXXX website for {$420.00}. I received an email from XXXX ( included in this submission ) that the ticket purchase was on hold until XX/XX/XXXX because the purchase was incomplete. I was unable to complete the purchase in that time frame. I contacted Chase to let them know this purchase was not completed and they refunded the total amount. 

XX/XX/XXXX I attempted to contact XXXX via email and their automated message suggested contacting customer service via XXXX for speedier responses as a response could take up to 36 days. I never received any further communication via email from XXXX. A chat conversation on XXXX on XX/XX/XXXX confirmed that the transaction was incomplete ( see screenshots included in this packet ). Please note, no ticket was ever issued to me by XXXX and no confirmation was ever received by me that the purchase was complete. I then purchased a single ticket for 1 traveler on the same flight via XXXX. 

XX/XX/XXXX A Chase representative called me at approximately XXXX XXXX XXXX to state that XXXX was reporting that I had purchased two tickets and only used one of them, the other was marked as a XXXX XXXX. ' A XXXX representative was then contacted and the three of us were connected via phone. The XXXX representative stated that I had purchased two tickets via XXXX, which XXXX, when contacted, disputed - ticket numbers XXXX on XX/XX/XXXX and ticket XXXX on XX/XX/XXXX. The XXXX representative then stated that there was additionally a cancelled ticket on XX/XX/XXXX which I attempted to book via XXXXXXXX XXXX website, which is accurate and the details of that transaction are listed here. I contacted XXXX ( emails included in this packet ) who state there is no record of a purchase by me of a ticket on XX/XX/XXXX. They reached out to representatives at XXXX who confirmed. To summarize, XXXX never issued me a ticket or a confirmation of purchase and subsequently demanding payment for non-service which Chase complied with. I provided all these materials to Chase and they refused to refund the disputed charge without explanation. When I contacted customer service after their first refusal to reverse the charge, I was told by customer service that it was unlikely any of my provided materials were reviewed. My dispute was denied again for reportedly exceeding Chase 's limit on disputes. 

I have attached the following supporting materials : 1 ) XXXX XXXX XXXX XXXX Description : Screenshot of the credit card transactions on my Chase card demonstrating the initially refunded amount of XXXX and the completed transaction of XXXX through XXXX. 
2 ) " XXXX '' Description : PDF version of the email I was sent after attempting to purchase a ticket on XXXXXXXX XXXX website. The total charged to my card was XXXX after additional fees. 
3 ) " XXXX '' Description : PDF of automatic email sent via XXXX when I contacted customer service. 
4 ) " XXXX XXXX '' ; " XXXX XXXX XXXX '' Description : Screenshots of the conversation I had with XXXX XXXX  customer service representative via XXXX. 
5 ) " XXXX '' Description : PDF of my receipt with the ticket I booked on the same flight via XXXX. 
6 ) " XXXX '' ; " XXXX '' Description : PDFs of emails sent to me by XXXX customer service confirming that only one ticket was ever successfully purchased by me for this flight. 
7 ) " XXXX '' Description : Statement from Chase demonstrating rebill amount of XXXX which I paid.

Company response to consumer: Closed with explanation