Consumer complaint received 2023-04-20
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:
Hi, Please review below evidence for my dispute for the transaction I booked this reservation from XX/XX/2023 to XX/XX/2023 through XXXX  and the place is called XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 

I cancelled the reservation 48 hours before I go there due to medical emergency for a near-death event for my pet, and did not use any of the service. They provided contradicting information to us, mislead us to cancel the reservation under the impression that I can get refund back later, but then refused to refund any amount back to us. 

I disputed this charge through my Chase credit card, the merchant did not respond within 60 days and Chase credited my account with the amount I paid. However, I checked on XX/XX/2023 and it shows that Chase rebilled me the same amount without any response from the merchant and any notification to me. And doesnt allow me to reopen the dispute. This is highly unreasonable given the supporting evidence I provided and lack of communication. 

Full detail below : On XX/XX/2023, theres a medical emergency for my cat and I sent her to the ER for rescue. Shes at high risk and could die anytime. I need to transfer her to different hospitals and would not be able to go to the reservation I booked which starts from XXXX. I immediately notified the host through XXXX 
At the very beginning ( XX/XX/2023 ) I was told by an agent that as long as I provide documents for the emergency medical records then I will be able to get a full refund and she will go ahead to cancel the booking for me. ( This conversation happens over the phone call, and she also sends a message later to confirm on this ) Then at ( XX/XX/2023 ) they changed their mind and said there will be no refund until someone else booked those cancelled days, then I can get the refund for those days. ( This conversation happens over the phone ) But the next day ( XX/XX/2023 ), we showed them all the cancelled days are already rebooked ( screenshots provided in the documents ), they changed their words again and told us that even those days are booked by someone else I will still not be able to get any refund. ( This happens through email ) Besides that, the platform first told us that they contacted the host and the host wont be reachable until XX/XX/2023 and ask us to call the host after that, but on XX/XX/2023, they emailed us saying that the host declined to refund us any money. We asked them to provide any evidence of the communication which they failed to do. They also gave us a number to call the host directly, which we called several times and no one ever answered the phone and we found later that we are blacklisted and blocked by that number. 

Additionally, the price we paid initially includes not only the room fee, but also cleaning and other fees which would not be spent if we have not even spent a single minute there. 

Their information is highly inconsistent and mislead me to cancel the booking with the impression that Ill get refund back. Attached are the evidence showing that the days we cancelled already been fully rebooked on XX/XX/2023 and conversations with them at our best efforts. 

I highly suspect that the host/the platform lied to me initially by saying if cancelled I can get the full refund. So that on the website this place will be shown as available and new people can book this place. By doing this, they can receive double payments from the cancelled period. On the one hand they received payments from new bookings, on the other hand they still hold the payments I paid to them. 

I have been to many trips, but I have never seen this behavior before which I think is highly fraudulent and not trustworthy. Please kindly assist on this case and feel free to let me know if any questions.

Company response to consumer: Closed with explanation