Consumer complaint received 2020-06-02
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:
On XXXX I used my CHASE CARD SERVICES to book a condo for XXXX. 
On XXXX I received an email from the merchant XXXX XXXX XXXX  that my reservation had been canceled but they were offering me credit for a future purchase. I was still going and had to have a place to stay so credit did not work for me. After trying to contact the merchant on XXXX and XXXX with no call back I then tried calling Chase to dispute the charge. I called for several days but due to Covid the wait times were 3-4 hours each time I called. Unsure if what to do, I went online to dispute the charge. There were drop down selection to chose so I selected did not receive merchandise. It then asked me for the dates I was supposed to receive the merchandise and it woukd not allow, e to continue because the dates were in the future. I was disputing in XXXX because the merchant canceled but my reservation was for XXXX. Therefore, it would not allow me to continue. Confused on what to do, I went back and selected the next best option which was canceled a service. Then, in the comments section went into very specific details. I explained that the merchant canceled my reservation, not me. 
On XXXX I received a letter stating that that Chase had considered the charge valid. Confused again I called Chase on XXXX to get answers. The representative told me that because I had selected that specific drop down box that my claim was automatically denied. She Said that I should fax in writing asking for Chase to refund open my claim and explain what I had explained to her. She stated that she could not see any comments that I had wrote. 
On XXXX I faxed Chase very detailed information including all emails to and from Merchant and call logs proving that the merchant WAS the one who canceled the reservation. Not me. 
On XXXX received a letter from Chase stating that they were still deeming the charge valid due to no billing error occurred. Frustrated and upset I called Chase again on XXXX. I spoke with a supervisor ( XXXX ) who explained to me that although he could clearly see my proof that I did not cancel, my claim was automatically denied again due to my first drop down box. That it could not be changed. That no matter how many times I wrote, called in, and proved all information was correct there was nothing he could do. He said he understood why I was upset but that I should have selected the correct drop down. We argued back and forth and I explained again that I couldnt select the correct one because it would not allow me to put the dates in. I asked him why did it have a comment section if they didnt read the comments. He stated he couldnt see any comments. THIS IS A LIE. I was extremely detailed in the comments section. To top it all off he then said theres nothing he can do because the time limit for them to fight the merchant had passed AS IF THAT WAS MY FAULT but to feel free to write in again!!! ( Although, it would just be automatically declined )

Company response to consumer: Closed with explanation