Consumer complaint received 2023-06-29
Company: JPMORGAN CHASE & CO.
State: NC
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 had given up hope of getting this resolved but recently heard from another person who was struggling with the same issues with XXXX XXXX and getting reimbursed for tours that were never provided. She communicated to me that you had helped her recover her money. 

I went through all the normal channels to try to resolve this. Some of the tours we purchased through XXXX and charged to my Chase Sapphire card and others were purchased directly through my Chase card. 
I went through XXXX and Chase 's complaint systems and then Chase 's insurance, finally sending a letter to XXXX XXXX, CEO Consumer & Community Banking at JP Morgan Chase & Company. I also Cc 'd XXXX XXXX, CEO JP Morgan Chase. Neither replied directly, just had a higher up minon reply with a canned statement I need assistance with goods/services, in this case tours never received. I booked several trips in good faith with a company that appeared to be in good shape and was operating tours. My friend had gone on several trips and highly recommended them. They were badly affected by Covid, as was the travel industry in general. While they struggled to reopen, they didn't cancel trips, just rescheduled them ( some, several times ) further into the future. There was no way to know the tours weren't going to happen until the company went into liquidation. They even offered a very discounted tour with airfare to anywhere they travel, but the trip couldnt be taken until XXXX. They guaranteed in writing that if the future XXXX trip couldnt be taken in XXXX, everyone who purchased would be refunded. Their general refund policy stated that if any tours were unable to happen by XXXX ( due to Covid, which yhey blamed all their issues on ) we would be refunded. Then they changed the date to XXXX! Just before they went into receivership, they changed the date of refunds to " if unable to travel by XXXX ''. Could they legally do that? 

When they opened back up after Covid, they were struggling to provide all the tours that were rescheduled multiple times and ultimately went into receivership in XX/XX/XXXX. 

I will now not get my tours nor a refund from XXXX. I alway use my Chase card for booking future trips because some book up XXXX yrs in advance and I trusted they would take care of me! 

I am devastated! I lost my husband in XX/XX/XXXX, have unexpected bills to pay and am not in a position to absorb this loss! 

I understand credit card companies not wanting people to wait indefinitely to ask for money back if I purchased an item and didn't receive it in a timely manner, but I don't understand the 160 or 540 day time limit after a purchase being applied here to trips that kept getting rescheduled. The final tour dates weren't available until after they went into receivership! So how were we to know we wouldn't get the tours until XX/XX/XXXX? The 540 day rule would make more sense if it was applied from the date the tour was scheduled to go! This seems a bit arbitrary because some people have been refunded well beyond that time and others haven't. 
Chase did refund me for the transactions with XXXX dated XX/XX/XXXX for {$1100.00} and the one dated XX/XX/XXXX for {$1000.00} These are the other expenses I incurred : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX-good for {$1000.00} off any tour. {$500.00} XX/XX/XXXX XXXX XXXX {$990.00} ( {$1000.00} off a tour plus 20 % off future tours ) XX/XX/XXXX XXXXXXXX XXXX  XXXX final schedule XXXX XXXX XXXX. {$1200.00} XX/XX/XXXX XXXX XXXX XXXX scheduled XX/XX/XXXX then postponed indefinitely so switched to a XXXX XXXX ( see below ). I used the {$500.00} XXXX XXXX XXXX XXXX XXXX to book and that transfered to XXXX. 
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$740.00} XX/XX/XXXX XXXX XXXX XX/XX/XXXX then rescheduled to XXXX XXXX XXXX  {$2400.00} XX/XX/XXXX XXXX XXXX above, switched to more expensive XXXX trip. {$1000.00} ( Chase gave me {$100.00} " courtesy '' payment ) I would greatly appreciate a refund of {$6800.00} *I have documentation for all these claims and will send whatever you need to help! 

Some people ( we have a XXXX help group XXXX page ) with Chase, XXXX XXXX XXXX XXXX who also purchased multiple tours with payments as far back as XXXX have been refunded so it seems to rely on who they talked to and/or how much money they have in their accounts! 
Any help would be greatly appreciated!

Company response to consumer: Closed with explanation