Consumer complaint received 2017-05-31
Company: JPMORGAN CHASE & CO.
State: MA
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:
On  XX/XX/XXXX  I purchased  XXXX  flights on  XXXX  for my wife and I (  XXXX  flight each ) in the amount of {$3000.00}. I called back shortly thereafter to change the return date. The agent advised that it would be cheaper to cancel my original reservation, and rebook. I did that at that time with the agent. My new charges were {$2400.00} for each flight, so  XXXX  charges. On the same date, I received only  XXXX  credit for {$3000.00}. All of this can be seen on a copy of my statements marked pages  XXXX  and  XXXX . So at this point, I was still owed  XXXX  credit for {$3000.00}. I called  XXXX , and they indicated both credits had been issued. So I waited for my next statement, and no credit came through. See attached pages  XXXX  and  XXXX . It was at that point I called the credit card provider, Chase. They took down my information and sent me a claim form, attached page  XXXX . I responded and provided written documentation to my claim, including my signature on pages  XXXX - XXXX , attached. They sent me a note, attached page  XXXX , indicating they had granted me a temporary credit, while they investigated my claim. All good so far. On  XX/XX/XXXX  Chase sent me a letter, attachment  XXXX , indicating the merchant provided information showing that they had issued " a '' credit. See attachments   XXXX - XXXX , w hich are a little confusing. At this point I was thinking that  XXXX  was confused with the fact that there were  XXXX  charges and there should be  XXXX  credits, and the fact that  XXXX  issued " a '' credit, or only  XXXX  credit, was not satisfactory! So I responded to their letter with a fax, stressing there were  XXXX  charges and should be  XXXX  credits '. I sent this reply on  XX/XX/XXXX . See pages  XXXX - XXXX . Chase sent me a letter dated  XX/XX/XXXX , only two days later indicating the merchant advised them that a " credit was not promised ''. Therefore, they were overturning my temporary credit, and recharging me on my next statement. See charge re appearing on attachment  XXXX . I had two big questions at this point : there is no way Chase did more research after my fax of  XX/XX/XXXX , and the time they denied the claim  XX/XX/XXXX . And secondly, if  XXXX  never promised me a credit, why did they give me  XXXX  credit? Which to this day remains on my account. So it still seemed painfully obvious to me at this point that they still did not understand the nature of my problem, and their research was simply incompetent or nonexistent. I called on  XX/XX/XXXX  the same day I faxed them and spoke with a supervisor. Being fed up with Chase 's incompetence, I called  XXXX  on  XX/XX/XXXX  and spoke with an agent. He indicated  XXXX  had in fact issued  XXXX  credits to Chase, and he could provide me the supporting documentation. Which he did by email, which I forwarded to Chase in a fax dated  XX/XX/XXXX , see attachments  XXXX - XXXX !! Just prior to sending the fax, I called Chase again and explained the additional information which I had from  XXXX . On  XX/XX/XXXX  I sent another fax, attachments  XXXX - XXXX , asking for an update. They responded indicating, still in process, attachment  XXXX . I called again just this past week  XX/XX/XXXX , and was advised it was still being worked on, and it had been reassigned. It exemplifies everything that is wrong with credit card companies to me. A lack of customer concern, and plain incompetence. I hope you can help.

Company response to consumer: Closed with monetary relief