Consumer complaint received 2020-09-04
Company: JPMORGAN CHASE & CO.
State: NJ
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 XX/XX/2020, before COVID-19 was declared a pandemic, I booked a hotel stay in XXXX, and was charged in full at the time of booking for {$460.00} on my Visa credit card. As advertised, I purchased a room with included hotel services and amenities such as buffet breakfast, concierge services, dry cleaning, room service, and maid services. Soon after the pandemic emerged, XXXX XXXX XXXX    XXXX suspended all hotel service for any rooms booked between XX/XX/2020 through XX/XX/2020. At this point the hotel had breached the contract that was made at the time of booking. The hotel admitted that they would not provide the services that they had advertised when I paid for the room. The hotel website mentioned that customers with rooms booked on XXXX for stays during those dates would be reimbursed. I reached out to the hotel regarding my booking and they were unable to provide any customer service because the room was booked through XXXX. I was told that all matters related to the booking will be dealt with through XXXX customer service. 

When I reached out to XXXX, on XX/XX/XXXX and XX/XX/XXXX, I was repeatedly told that it was a non-refundable booking and I would not receive a refund. At this point I disputed the credit card charge with JP Morgan Chase Bank because the hotel and therefore XXXX cancelled their services and XXXX refused to provide a refund. In an attempt to deceive the financial institution, XXXX knowingly and willingly made fraudulent claims and stated that I had never reached out to their customer service to request cancellation and a refund. They also claimed that the booking was non-refundable so I would not receive a reimbursement if I cancelled the room. Despite providing screenshots of my correspondences with XXXX   customer service on their online chat portal, JP Morgan Chase Bank denied my claim based on XXXX false statements. I then made another attempt to receive just compensation by reaching out to the XXXX XXXX XXXX ( XXXX ) on XX/XX/XXXX. XXXX responded to my claim by admitting that I had reached out to their customer service to cancel, but the reservation was never officially cancelled, so I am not entitled to a voucher. Their response to the XXXX contradicts the statement made to my financial institution. XXXX response to the XXXX claimed that the reservation needed to be cancelled to receive a reimbursement. Their response to my financial institution claimed that I would not have been reimbursed if I cancelled the reservation. 

In summary, Chase did not pursue the investigation in a professional manner. Chase bank took XXXX word over their own customers word. Even after submitting proof to Chase that they were lied to, Chase refused to open up the investigation and relook at my claim. After countless emails and correspondences back to Chase, they refuse to respond to me or to provide me with a justifiable reason as to why they claimed the charge was valid. I was not offered the services advertised to me and was not given a refund and Chase has refused to conduct a fair and proper investigation. The actions taken by Chase are illegal and are in violation of the fair credit report act.

Company response to consumer: Closed with monetary relief