Consumer complaint received 2021-04-28
Company: JPMORGAN CHASE & CO.
State: NV
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 need help with a charge that was on my account for services I never used - an airline ticket that was fully refundable. In XX/XX/XXXX, I bought a fully refundable airline ticket with XXXX XXXX, using my Chase XXXX credit card. Due to the pandemic and its travel restrictions, I asked for a refund. The airline was not forthcoming, so I filed a dispute with Chase. Dispute team said charge was valid, I appealed the outcome and again was told the charge was valid. 

I feel the dispute team did not research it properly, as I was told by an agent on the phone in XX/XX/XXXX that the ticket was non-refundable and that I had filed a complaint after the travel start date - both statements are untrue. The ticket is fully refundable and the dispute and appeal was over in XX/XX/XXXX, and travel was supposed to start in XX/XX/XXXX. 

On XX/XX/XXXX, I received an email from XXXX that my refund was processed on XX/XX/XXXX back to my credit card. To date, this has not been refunded. XXXX 's website status of refund shows the full amount was refunded as well. I waited until XXXX to see if the refund would show up and it didn't. I contacted Chase and filed another dispute. I received a letter stating the charge was valid and they would not entertain further queries on this. I reached out to Chase executive offices via their facebook page, and XXXX XXXX contacted me the next day. After reaching out to the dispute department, she advised me that her team had reached out to the merchant ( XXXX ) who allegedly told them that I, the customer, understood the terms and conditions of the purchase and therefore, no refund was due. Which was a shock to me as the airline had already allegedly refunded. So I argued this point with Ms. XXXX and she asked me to send her the documents ( which had already been sent when the dispute was filed ). I emailed them to her, and shortly after, I received an email from XXXX telling me that my refund had been processed on XX/XX/XXXX. I forwarded that to her as well. 

On Wednesday, XX/XX/XXXX she called me to tell me the decision stands that the charges are valid - I questioned my consumer protections under the credit card. She said her hands were tied. I asked to speak to her manager - she told me it would be 48 hours or so, and either Mr. XXXXe or Mr. XXXX would call me. She added she didn't think anything would change. I informed her I would be filing a complaint with the CFPB. 

The airline says it has refunded, but my credit card does not show it. Also, I've been a member of Chase for over 30 years, certainly not warranted such shoddy uncaring treatment. 

By the way, the agent I talked to in dispute escalation before filing the 2nd dispute told me ( which I was not informed of before ) that the basis of the decision was ( 1 ) the ticket was non-refundable, which is not true ; and ( 2 ) that I had filed a dispute after the trip date, again not true as the trip was to begin in XX/XX/XXXX, and I filed for dispute in XXXX timeframe. Thus my contention is that this was not well-researched before reaching a decision. Here are details of my ticket : Booking reference : XXXX Refund Code : XXXX Amount : US {$1900.00}

Company response to consumer: Closed with explanation