Consumer complaint received 2020-07-09
Company: JPMORGAN CHASE & CO.
State: NY
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 booked a trip to XXXX for a destination wedding through XXXX onto my Chase credit card totaling {$2400.00}. My travel dates were XXXX. We were unable to go on our trip due to the Covid-19 travel ban. I tried calling XXXX to cancel my trip and their phone lines were shut down. When I tried going to XXXX XXXX   website, they had a disclaimer page stating they shut down operations and that consumers need to contact their financial institutions to obtain a refund. I am attaching their disclaimer page to verify they shut down their operation and requested we notify our financial institutions. I contacted Chase bank to dispute the charges because services were never rendered. In addition to services never being rendered, I contacted our hotel and they stated they never received our payment from XXXX. I will attach the email correspondence from the resort to verify they were never paid. In addition, XXXX claims they pre-pay the resort prior to your travel dates. However, this is clearly not true. XXXX never prepaid or booked our hotel. Initially, I disputed this through Chase and was given a temporary credit and XXXX was given approximately 60 days to dispute the charges. Although XXXX suspended operations, they disputed the charges and the temporary credit was removed from my account. Then upon reopening the dispute against XXXX for the third time as advised by Chase Bank, I was told by Chase the time limit to receive money from the merchant had expired although I provided ample evidence and proof that services were never rendered by XXXX. Chase Bank is stating I am not providing enough evidence and will not provide me with what is needed to obtain my refund. I have already sent Chase Bank my call logs showing I made multiple attempts to contact XXXX, email correspondence from the resort stating they were never prepaid, my itinerary and XXXX XXXX   disclaimer page showing they shut down operations and that we should contact our financial institution to receive a refund. I am deeply dissatisfied on how Chase is handling their operations and how they are personally handling my case. I am not the only person who is in this current situation, as many people are fighting with XXXX in hopes to receive refunds for services that were rendered. I have spoken with many other people who have received permanent refunds from other financial institutions having provided them with less evidence and documentation. I feel that Chase Bank is not handling our case fairly and is purposefully withholding our refund so that they can receive a payment from me. Furthermore, approximately two weeks ago when I was on the phone with a Chase Supervisor explaining the situation, she insisted on telling me that she was able to call XXXX and utilize their website to book her own trip. While on the phone with her, I confirmed that XXXX 's website was still shut down and that their phone lines were still not in use. I am confused as to why a Chase Supervisor would even bring her personal life into my claim and flat out lie. I am supposed to be their client and they should be doing all they can in this matter, yet they are choosing to try and refute me. The evidence I provided clearly shows services were never rendered, I did not go on my trip, and I never received a refund from XXXX or Chase. In addition to this complaint, I have also filed a police report against XXXX for taking my money then shutting down their operations without ever refunding me. I plan on opening yet another dispute with Chase with hopes that this can be resolved.

Company response to consumer: Closed with monetary relief