Consumer complaint received 2020-04-29
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:
I purchased airline tickets from XXXX on XX/XX/XXXX that have been charged on my account under XXXX. On my statement there are two charges for {$740.00} totaling {$1400.00}. I needed to cancel my trip and attempted for weeks to cancel through XXXX and receive a refund for the flight. XXXX is not correctly applying their change/cancelation policy and refuses to assist me with this issue. XXXX did not give me a refund for this flight and is ignoring their refund policy. 

XXXX  website, phone lines, and app were all out of service. I attempted to contact XXXX multiple times through multiple channels to cancel my flight, but was not able to contact their company whatsoever. After sending numerous customer wide emails apologizing for their lack of service XXXX sent out an email with instructions on how to complete an online form to cancel a flight. This was the only possible way to cancel the flight. I completed the form as early as XXXX would allow, on XX/XX/XXXX, for my flight on XX/XX/XXXX. I received a dated, confirmation letter for my cancelation which was completed before my scheduled flight. I attempted to contact XXXX every day about canceling my flight as I still received flight updates for the flight I had attempted to cancel. 

I was able to contact an agent online as XXXX phones were still not operational. I asked the agent about the status of my refund and was told that they could not help me or give me a refund because I had not canceled my flight before the departure. I was told XXXX would not help me with this and was instructed to contact the airline, XXXX, for assistance. I told the agent I had canceled through XXXX recommended ( and only ) way of canceling and sent my dated cancelation confirmation as proof. The agent told me that they could not assist me and ended the chat. 

I contacted XXXX, as XXXX recommended, but XXXX told me that they were not in control of the situation or reservation and the policy is for XXXX to handle this entire process. I explained to the assistant the above stated situation and was told XXXX could not help me and informed me that I was given incorrect information by XXXX. 

I have attempted to contact XXXX, but I am unable to be assisted over the phone or online as I dont have an upcoming flight. XXXX is not correctly applying their change/cancelation policy and refuses to assist me with this issue. 

XXXX is refusing to give me a refund for my refundable flight. They are refusing to assist me with my refund. This is going against their cancellation policy. I called Chase on XX/XX/XXXX and disputed two charges from XXXX, charged through XXXX, on XX/XX/XXXX for {$740.00} each, totaling {$1400.00}. I was told over the phone by the Chase assistant these charges would be written off by Chase and were not a dispute. I asked for clarification about a dispute vs. a write-off and was told, A dispute was different and that Chase would take a loss and credit my account. I was never asked about what happened or why I was attempting to complete a chargeback. I was never asked for additional information about this issue, even though I am in possession of proof of my issue. 

After talking to your assistant I received no temporary funds or additional information about my issue. I sent messages to Chase requesting more information and questioning where the funds were for this issue. I received an email on XX/XX/XXXX asking for proof of my dispute. I sent the information about my inability to communicate with XXXX and their refusal to assist me. I also sent the dated confirmation of my attempt to cancel my flight. I did not receive a confirmation for my message. I sent additional messages to Chase asking for any information on my issue. 

I called Chase on XX/XX/XXXX and was told that my dispute had been closed, but not in my favor. I was told I didnt send in information about my dispute so the case was closed. When I asked clarifying questions I was told the assistant could not help me and the original assistant gave me incorrect information. I told the agent that I did send in information when prompted by Chase, but the agent told me I had to write a letter requesting my claim be reopened as it was closed. I have written multiple letters and have sent in digital messages to Chase. All have been ignored. 

Chase can go back and listen to both recordings of my interactions with their agents. I was given misinformation about my claim from the first Chase agent. If I had been given the correct information by her I would have been able to provide more substantial information that would result in this claim being resolved in my favor. I have not been provided a service by XXXX and they are refusing to assist me. They are going against their policy. XXXX is not correctly applying their change/cancelation policy which is why I started this claim. 

I have been a loyal customer of Chase for over ten years. I have recommended Chase to both my friends and family members. I have an excellent credit score and have never had an issue with delinquent payments in my entire time using Chase. I do not understand why I was given such incorrect information from your agent which has apparently resulted in my issue being closed not in my favor. 

This is extremely frustrating and I expect this issue to be resolved.

Company response to consumer: Closed with monetary relief