Consumer complaint received 2018-08-10
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: Overcharged for something you did purchase with the card

Complaint:
Hello, I am writing originally to dispute a charge on my Chase Sapphire Reserve card to XXXX totaling XXXX XXXX or {$110.00} charged on XX/XX/XXXX at XXXX XXXX Time. You will find the referenced pictures of receipts and tickets in the attached .pdf For a some background information on the charge, on XX/XX/XXXX, my girlfriend and I were on vacation in XXXX , and purchased two sets of tickets from the XXXX XXXX XXXX ( XXXX XXXX XXXX ). The first set of tickets was purchased for a trip on XX/XX/XXXX, and we specifically selected the departure station XXXX and the final arrival station XXXX. This transaction can be referenced on my credit card statement as XXXX XXXX. Self Serv for {$120.00}. This trip was made up of two legs, first from XXXX ( XXXX XXXX XXXX ) with a transfer at XXXX ( XXXX XXXX ), and then from XXXX to XXXX. These tickets were used successfully and had no issues on board when the conductor checked our tickets for each leg. Attached you will find copies of each ticket for this XXXX to XXXX trip as proof of a validly purchased and completed trip. ( XXXX and XXXX ) On XX/XX/XXXX, we took the trip with the second set of tickets purchased on XX/XX/XXXX, from XXXX to XXXX XXXX with a transfer in XXXX XXXX. This transaction can be referenced as XXXX XXXX. Self Serv for {$45.00}. We again specifically selected our departure station XXXX and our final arrival station XXXX, then requested a XXXX staff to confirm our train times and stations, and he printed our itinerary ; this itinerary printed with our tickets can be seen on XXXX. The XXXX train bound for XXXX XXXX was to leave at XXXX local time and the train from XXXX XXXX to XXXX XXXX was scheduled to leave at XXXX local time. Once we arrived at XXXX station, we asked the staff if anything was needed to verify our trip, they replied no, and said to feel free to board the train. Each step of the way we double-checked with XXXX and station staff, and were told we did not need to perform any further actions to complete our trip. At XXXX, we departed the XXXX station en route to the transfer station XXXX XXXX. At XXXX, we arrived at XXXX XXXX station and transferred without issue onto the train to XXXX XXXX which departed the station at XXXX. 

We perceived everything to be fine and were about to pull into the arrival station at XXXX and complete our trip. However, we ran into an issue once the train arrived at XXXX around XXXX. On the ticket from XXXX XXXX to XXXX ( XXXX ),  there is a statement printed ( XXXX XXXX XXXX XXXX ) which means that the ticket is valid for 90 minutes past validation time attached to our printed itinerary. With a departure at XXXX and arrival at XXXX ( as can be seen on the charge receipt XXXX ), we were well within the allotted 90 minute time period starting from XXXX when the train was supposed to leave. As we were getting off the train with all of our luggage, a staff of XXXX stopped us and asked us for our tickets. After inspecting the tickets, he considered our tickets invalid and would not allow us to leave the station, despite having purchased these tickets from a XXXX kiosk inside the train station. After much debate, he told us that we would not be allowed to leave the platform, and that he could either charge us XXXX XXXX per ticket now to allow us to leave the platform gate, or we would be fined XXXX XXXX per ticket later. Despite still arguing we had valid tickets, he still abided by his charge, and with an added pressure of being late for an airport shuttle, I accepted the XXXX XXXX total charge. 

I am disputing this charge because I feel that we were unfairly denied a complete service ; we were told we would not be allowed to leave neither the train platform gate nor the train station without increasingly large fees. I had purchased valid tickets. I would equate it to buying airlines tickets directly from an airline, boarding the plane, going through the motions of a layover, and upon arrival at the final destination, the airline claims that your tickets are invalid, and you need to pay a fee to leave the airport. We have supporting evidence that 3 different sets of tickets were authorized and validated without issue. ( XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, tickets are attached in the PDF. ) Yet the 4th and final set of train tickets were invalid. As stated, we had asked the train attendants in XXXX if anything was needed for the trip and they responded with no. We proceeded to board all trains fine and completed the trips until the very last second when trying to leave the XXXX airport station and were denied exit without paying an unexpected, addendum fee.

Additionally, I have reached out to XXXX through multiple methods and have not had any success if hearing back. When contacting the direct US phone line, I was informed that the number is only for online orders, and I was instructed to call their International Number directly for another inquiry. When I called I went straight to voicemail and did not receive a callback. I also tried to submit a complaint form at XXXX XXXX XXXX but get an error whenever I try to submit with a US address. ( See XXXX XXXX XXXX XXXX ) I began the Chargeback with Chase back in late XXXX, and submitted the request of additional information on XX/XX/XXXX. Today on XX/XX/XXXX, I was finally informed that chargeback would be declined due to the completion of the service by XXXX and my acknowledgement of the XXXX XXXX   charge. I honestly find this completely ludicrous as I can not even get a hold of the XXXX department for clarification or support. I was also called by a Chase representative and who tried contacting XXXX with both of us on the line which also went to voicemail as well! Also at the time of the charge, we essentially were faced with either paying a expensive surcharge or missing our airport shuttle which could have resulted in critical delay all for PAID tickets! I feel I was mishandled by the XXXX staff to not understand our situation and stick an additional charge on us and have complicated methods of filing a complaint. I am also disappointed by Chase that they could not do anything for a Chase Sapphire Reserve customer in an unjust situation after providing detailed and ample documentation.

Thank you for your time and if you need any further additional details or information, please feel free to reach out.

Company response to consumer: Closed with explanation