Consumer complaint received 2022-02-17
Company: JPMORGAN CHASE & CO.
State: WI
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 am writing to complain of the way Chase handled my dispute against a fraudulent charge on my credit card. Below is the letter describing the details surrounding the charge I wrote to them. Chase took a very long amount of time with both the original fraud claim, and the second dispute claim, and dismissed the dispute because of the timeline then being past 90 days. I do not feel they took action to protect me as the consumer from the fraud that happened. I opened my original fraud claim with Chase around XX/XX/XXXX, the purchase date being XX/XX/XXXX. 

I am writing this to dispute the charges issued to me by XXXX XXXX travels in the amount of {$380.00} on XX/XX/XXXX. I never received services from XXXX XXXX and was told by XXXX XXXX ( who actually issued the tickets ) that the charges were not valid. 

On XX/XX/XXXX I called XXXX XXXX to reschedule a flight I had booked earlier that month on XX/XX/XXXX, for 5 tickets flying from XXXX to XXXX scheduled to depart on XX/XX/XXXX. I spoke with an agent about two options, which I decided to discuss with my XXXX before purchasing. I was told by the agent that I could call a " direct line '' so as to not repeat any info with my choice once we had decided. I was taken by surprise by the fee because I had originally booked with XXXX as they advertise no change fees on their website. I travel frequently and am aware that sometimes there is a fare difference, however as we did research on the dates suggested we found that the fares were not different and were even the same amount on the website, for the same fare class. I told the agents this and was given two different reasons for the increased fare, both of which were not valid ( difference in taxes and fees, which were included in the price I paid and the fare advertised online, and booking a different fare class, which I explained was not changing ). I asked to speak with a supervisor, to which the call was hung up.

I called the direct line again and rebooked the tickets because I was worried about losing the entire flights costs. The new flight dates were for all five passengers on XX/XX/XXXX, and we were told to expect a phone call and email confirming the tickets were received, which were supposed to come within 30 minutes. Up until this point, we were still believing we were dealing with XXXX XXXX, and the payment page ( attached ) just said ticketing desk and had a phone number the same color as XXXX logo. We authorized this charge based on the basis of them changing our tickets, but were scammed into believing charges were coming from XXXX, when in reality they did not. Upon hanging up, we received the attached booking confirmation but no tickets from " XXXX XXXX travels '' ( Im assuming this is also XXXX XXXX ). We did not receive any confirmation or tickets from XXXX as expected. We followed up via email on XX/XX/XXXX ( also included ) asking for tickets to be issued ( requested in-line to XXXX XXXX booking confirmation email ) to which we did not receive any response. 

On XX/XX/XXXX I still had no tickets and my fears that it was fraudulent increased. I called XXXX airlines again ( not the " direct line '' I was given but the original customer service line ) and spoke with another agent. I was told that there should have been no fees for the re-booking and that the charges I had been charged by XXXX XXXXXXXX were fraudulent, and that all tickets and invoices for XXXX would come only from XXXX ( This is advertised clearly on their website ) I was able to get the tickets only after speaking with this honest XXXX XXXX employee on the XXXX  of XXXX, XXXX full days after booking with " XXXX XXXX '' and only after speaking with this honest customer service rep. 

I am also including the legitimate tickets issued by XXXX. Please see that there are no change fees listed to the fares on the actual tickets ( these are the new ones issued XX/XX/XXXX ) and that the total amount paid adds up to the XXXX for the original tickets charged to my chase card on or around XX/XX/XXXX. The total amounts for each ticket are : XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX All I received from XXXX XXXXXXXX during this process was an un-itemized invoice from " XXXX  XXXX XXXX '' ( included. Notice it does not list the supposed fare difference per passenger and when I asked for an itemized invoice following filing the original fraud claim they could not provide one ). The original booking confirmation on XX/XX/XXXX was not from XXXX XXXX but from a company called XXXX XXXX travels. 
In summary, I believe the employee who is operating this fraudulent business works within the XXXX XXXX call center, which is why they were able to provide evidence of the tickets being re-issued through XXXX during Chases original fraud investigation. We were deceived into thinking that we were paying XXXX for a change of flight, but in reality paid this fraudulent company. However, as stated previously, XXXX denies that any additional payment was needed in order to change our dates and I believe that the circumstances and paperwork provided by XXXX XXXX and XXXX XXXX, and also the new tickets issued by XXXX, show that these are fraudulent fronts to deceive customers. 
Thank you for your consideration, XXXX and XXXX XXXX

Company response to consumer: Closed with explanation