Consumer complaint received 2020-09-03
Company: JPMORGAN CHASE & CO.
State: CA
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:
Hello, I have been trying to dispute two charges with my Chase credit card and the merchant since XXXX as you can see below. I have included my communications with Chase and the merchant below. I disputed two charges for ferry tickets in XXXX. I had to cancel my trip due to the pandemic and the merchant and Chase don't want to refund me for the charges. Chase ultimately agreed with my supporting documentation below and told me they would have refunded me the charges since the new XXXX government mandate ( stating they didn't have to refund customers due to the pandemic ) didn't come into effect until after I cancelled my trip except that they can't give me a refund because it is past the dispute deadline on their end. Chase claims that they sent me a letter stating that I needed to send the supporting documentation by XX/XX/XXXX, however, I never received that letter. I had also tried to call Chase multiple times since XXXX to resolve this and they never communicated anything about a deadline to me and kept telling me they couldn't help me. 


Hello, My name is XXXX XXXX and I am writing because I don't agree with Chase 's previous validation and would like to redispute the following charges : XX/XX/XXXX XXXX XXXX {$140.00} See details about this transaction XX/XX/XXXX XXXX XXXX {$170.00} See details about this transaction I have provided documentation below. It is extremely clear based on the information below that I am due for a full refund. I purchased ferry tickets for my XXXX vacation in XX/XX/XXXX. In XXXX, I sent the merchant the below email letting them know that I needed to cancel the tickets due to not being able to travel to XXXX because of the global pandemic. When I purchased the tickets in XXXX, their terms and conditions which I have also copied and highlighted below clearly stated that I could get a full refund if I cancelled 14 days before my trip ( my trip was in late XXXX so when I cancelled XX/XX/XXXX that was well before the cancellation deadline ). As a fairly new Chase customer, I am disappointed with Chase that I am having to go through all this hassle to redispute something that should have been decided in my favor from the beginning. I have spent hours on the phone with Chase and now I am having to take time out of my work schedule to write all this information to redispute this issue. I am not asking for more than I am due, I am just asking for Chase to do what is right in this situation. I clearly agreed to XXXX XXXX XXXX  when I purchased my tickets and the merchant changed the XXXX XXXX XXXX AFTER the fact and tried to apply their new XXXX XXXX XXXXXXXX retroactively. That is unheard of. 



From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX  To : XXXX XXXX XXXX Subject : Fwd : Dear XXXX XXXX Your Reservation Information Hello , I hope you are well. I need to cancel this reservation as I won't be able to travel to XXXX due to COVID-19. Please let me know what other information you may need to process my cancellation request. 

Thank you, XXXX XXXX XXXX XXXX XXXX : - IMPORTANT TRAVEL INFORMATION / COVID-19 PANDEMIC : Taking into consideration the emerging circumstances occurred because of the COVID-19 Pandemic, XXXX XXXX XXXX company provides you with the ability to convert your tickets into a Credit Voucher, which can be replaced with new tickets for a later date to any destination operated by XXXX XXXX XXXX company without an additional charge. 

Credit vouchers are valid for any route of your preference operated by XXXX XXXX XXXX company until the XXXX of XX/XX/XXXX. 
All tickets must be replaced into one booking / transaction and on the same accommodation type, without an additional charge and you may notify us as soon as you are sure of the new travel dates. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Up to 14 days before departure : 100 % refund or change to open date ticket. 
- From 14 days up to 6 days before departure : 75 % refund or change to open date ticket. 
- From 6 days up to 12 hours before departure : 50 % cancellation fee.

- Tickets can not been cancelled or changed to open date after vessels departure. XXXX XXXX XXXX - IMPORTANT TRAVEL INFORMATION / COVID-19 PANDEMIC : Taking into consideration the emerging circumstances occurred because of the COVID-19 Pandemic, XXXX company provides you with the ability to convert your tickets into a Credit Voucher, which can be replaced with new tickets for a later date to any destination operated by XXXX  company without an additional charge. 
This option applies to anyone who has purchased tickets up until the XXXX of XX/XX/XXXX, whether or not the trip has been cancelled. 

Credit vouchers are valid for any route of your preference operated by XXXX company until the XXXX of XX/XX/XXXX. 
All tickets must be replaced into one booking / transaction and on the same accommodation type, without an additional charge and you may notify us as soon as you are sure of the new travel dates. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Up to 14 days before departure : 100 % refund - Up to 7 days before departure : 75 % refund - Up to 12 hours before departure : 50 % refund - For cancellations made in less than 12 hours before the departure no refund can be made.

- Tickets can also be converted to open date tickets ( open ) at least 24 hours before departure. Open date tickets can be replaced with another date tickets for any route subject to availability ( valid for one year and it can not be canceled, the fare is non-refundable ). 




Here are the new terms they included well AFTER I purchased my tickets. Even if you could apply new XXXX XXXX XXXX retroactively, their new terms state that they come into force on XX/XX/XXXX and I cancelled XX/XX/XXXX. This is just so wrong at every single level I can think of and I am beside myself that I am having to spend this much time arguing this. Thank you. 

XXXX : XXXX IMPORTANT TRAVEL INFORMATION / COVID-19 PANDEMIC : We should inform the passengers that, in accordance with the Act of Legislative Content ( Measures to address the ongoing consequences of the COVID-19 pandemic ), published in the XXXX XXXX   XXXX XXXX, the provisions of Article 65 ( Refunds from XXXX XXXX   cancellations ) come into force as of Wednesday XX/XX/XXXX and therefore the Companys cancellation policy is modified as follows : - Passengers with tickets for travel until XX/XX/XXXX who can not travel due to travel restrictions, or who do not wish to travel due to uncertainty because of the pandemic or due to cancellation of their scheduled sailings, must convert their tickets to open date tickets.

Company response to consumer: Closed with explanation