Consumer complaint received 2022-02-09
Company: JPMORGAN CHASE & CO.
State: TN
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/2021, I contacted a travel agency I found online to book some airline flights. The website was https : XXXX and the phone number was XXXX. I arrived at this website by googling XXXX XXXX XXXX. The website is made out to look like a XXXX XXXX website with a XXXX logo. I've since come to find out it is a scam company. That day, on XX/XX/XXXX, I initially spoke to a gentleman named XXXX and requested to book flights. After describing what I wanted, he then had another person call me back to book the flights. The gentleman who called me was XXXX XXXX ( call came from XXXX ). I was on the phone with XXXX for approximately 4 hours that day ( across 5 separate calls ) while he seemingly booked flights on XXXX and XXXX for a combined cost of {$3200.00}. I provided XXXX with my Chase XXXX credit card to pay for the tickets. While speaking with XXXX, I received a text message from XXXX ( from phone number XXXX ) requesting my frequent flyer numbers which I provided via text. The flights consisted of 3 segments : XXXX ) XXXX, TN to XXXX, CO ; on XXXX XXXX, 2021 ; XXXX ) XXXX, CO to XXXX XXXX, NV ; on XXXX XXXX, 2021 and XXXX ) XXXX XXXX to XXXX, TN on XXXX XXXX, 2021. I received a XXXX confirmation number, XXXX, and a XXXX confirmation number, XXXX, via email ( from XXXX ). Although I received these confirmation numbers, I subsequently never received e-tickets from this travel agency. I called, texted and emailed multiple times between XX/XX/XXXX and XX/XX/XXXX requesting the e-tickets to no avail. I finally contacted XXXX and XXXX XXXX on XX/XX/XXXX. They confirmed the reservations were booked but that they had not been paid by this travel agency for the flights. They indicated the flights would be cancelled if they did not receive payment in the next few days. I once again emailed the travel agency ( at an email address they had provided : XXXX ) to request the e-tickets, but never received them. Subsequently, both XXXX and XXXX cancelled the reservations in the next few days. On XXXX XXXX, I called and opened a dispute case with Chase XXXX. Eventually, I sent three written letters to Chase effectively providing a documented timeline of the events above and requesting to be reimbursed for the {$3200.00} which had been charged to my credit card by the fraudulent travel agency. I have written confirmation from both XXXX and XXXX XXXX that they cancelled the reservations due to non-payment by the travel agency. To further solidify that this travel agency is a fraudulent company, I discovered two airline tickets charged to my credit card on XX/XX/XXXX ( each was for {$790.00} ) which I did not book! I called Chase XXXX immediately to report these fraudulent charges and they agreed they were fraud and removed them. They cancelled that credit card and issued me a new one. There is no doubt in my mind that this same fraudulent travel agency used my credit card to book and pay for those flights. My complaint at this point is with CHASE XXXX who have told me they will not refund the {$3200.00}. Despite having letters from XXXX and XXXX stating the reservations were never paid for by the travel agency, and despite the other two fraudulent ( not a coincident! ) charges on my card on XX/XX/XXXX, Chase does not consider the {$3200.00} transaction to be fraud since I had initially authorized the charge. Please also note that all of the phone numbers mentioned above for this fraudulent travel agency are no longer in service ( again, not a coincident! ).

Company response to consumer: Closed with monetary relief