Consumer complaint received 2018-04-12
Company: JPMORGAN CHASE & CO.
State: PA
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: Card was charged for something you did not purchase with the card

Complaint:
Below is a copy of the letter sent to the Executive Offices of JP Morgan Chase : JP Morgan Chase Executive Office XXXX XXXX XXXX XXXX OH XXXX XXXX XXXX  XXXX Dear Office of the President : I am writing to issue a formal complaint against JP Morgan Chase Credit Card Services for the following reasons : Chase Credit Card Services allowed my account to be defrauded by XXXX XXXX in the amount of {$17000.00} ; and Handled my account and dispute poorly I have been a long standing customer with JP Morgan Chase. I am both furious and disappointed with how my account was unprotected and the unsatisfactory handling of a recent dispute and re-dispute. Summary of the events are detailed below : a. On XX/XX/XXXX, seven ( 7 ) charges, {$2500.00} per charge, totaling {$17000.00} posted to my credit card account. This is not normal activity based on my purchasing history. Yet, I received no alerts from Chase Credit Card Services regarding this extremely large amount or unusual activity. 
b. On XX/XX/XXXX, I discovered the charges and initiated the dispute process advising Chase Credit Card Services that I did not make purchases from XXXX XXXX. I used my credit card on XX/XX/XXXX to hold rooms for an upcoming trip in XX/XX/XXXX. I presented my card based on the terms disclosed verbally by XXXX central reservation agent. Terms : The room rate quoted was approximately {$140.00} - {$160.00} per night per room and I could cancel at least 3 days prior to check-in with no obligation. 
XXXX Since then, I have spoken with XXXX XXXX and Chase Credit Card Services on numerous occasions explaining the above events. Pre-authorizations to hold rooms are common practice in the hotel industry and my past experience with this practice has never been an issue. 
d. In XXXX response, they stated that I purchased rooms through a special event and signed a rental agreement. Neither are true. I did not sign and execute a rental agreement. 

e. In addition, XXXX policy outlines that full payment is due at time of booking during special events. Again, these terms were not disclosed to me at time of booking. Providing a conflicting policy via email confirmation embedded within a link, unbeknownst to me, after Ive presented my card is unacceptable and unethical. Yet, Chase Credit Card Services has allowed XXXX to get away with it. 
f. On XX/XX/XXXX ( original dispute ) and XX/XX/XXXX ( re-dispute ), Chase Credit Card Services informed me that the dispute was ruled in XXXX favor. 
g. I strongly disagree with the ruling. The dispute reason on the chargeback documentation was listed as canceled/returned. This implies that non-cancelable/non-refundable terms at the {$540.00} per night per room rate were disclosed to me and I agreed to the terms by presenting my card information. This is not the case. The terms disclosed to me were totally different. See item b above. 
h. Chase did not take the proper action or ask the right questions to support me in this case. Instead, they kept asking me for documentation for a telephone reservation. There is no documentation other than the email confirmations sent after I provided my card information. Again, providing a conflicting policy via email confirmation embedded within a link, unbeknownst to me, after Ive presented my card is unacceptable and unethical. 
i. Wyndhams response contradicts my account of events. Why didnt Chase Credit Card Services require a copy of the rental agreement or request recorded calls before posting {$17000.00} back to my card account? Did they, specifically, ask XXXX what terms were disclosed to me prior to me presenting my card? Also, the hotel has plenty of time to fill those rooms for a XX/XX/XXXX check-in date. Instead, Im a consumer being cheated out of {$17000.00}. 
If you are the company that Ive believed you to be all of these years, I know that you will make this right. I hold Chase Credit Card Services fully liable for the {$17000.00} and expect this amount and related finance charges to be returned to my account before my XXXX due date.

Company response to consumer: Closed with explanation