Consumer complaint received 2021-02-14
Company: JPMORGAN CHASE & CO.
State: WA
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:
RE : Chase XXXX  Refund Receipt XXXX Merchant : Chase XXXX  Powered by XXXX Date : XX/XX/XXXX Amount : {$1600.00} Explanation : I am requesting funds be credited back to my account based on the approved refund from Chase XXXX  on XX/XX/XXXX for a hotel I did not stay in. This is an approved refund from Chase XXXX  that the Chase dispute department decided to cancel based on a previous dispute process for this same charge. I have been pursuing this refund since XXXX using all of the valid methods that Chase has advised. Below is the timeline of events : XXXX We were notified that the on-site XXXX XXXX XXXX XXXX XXXX XXXX conference in XXXX XXXX had been cancelled due to COVID-19. My husband is a XXXX  XXXX  XXXX  lives in this pandemic! 
XXXX We spent hours on the phone on hold with Chase XXXX attempting to cancel our reservations however after long hold times, the IVR soon indicated that if you werent traveling within 72 hours to call back later because they couldnt assist you. Then the IVR indicated that you could log-on to the website and fill out the form to cancel your reservation. 
XXXX We received confirmation that Chase XXXX  received our cancellation request and that no additional action was needed unless we hear from them. 
XX/XX/XXXX : I received an email from Chase XXXX  stating the hotel had not been cancelled on Itin : XXXX ( which is the wrong itinerary number ) stating that my travel dates are not covered by the latest waiver policy. They also referenced the non-refundable terms. Yes, for normal purchases, I understand but their COVID-19 refund policies indicate that this reservation was eligible for a refund. Here is a copy of the policy from XX/XX/XXXX from XXXX CEO XXXX XXXX that states that those dates ARE COVERED : XXXX We contacted Chase XXXX  because we had not received a refund. They advised us to enter a dispute with Chase. The dispute was entered and credited back to us. 
XX/XX/XXXX : We were notified that the disputed charges were considered valid. These findings are incorrect as proven by a Chase XXXX  supervisor on XX/XX/XXXX where the merchant had no record of me canceling the request because CHASE XXXX DIDNT CANCEL IT! The hotel had us listed as a no show instead. The findings from this dispute reference a did not cancel screen shot from XXXX group and stating that I did not attempt to cancel my reservation. My reservation is NOT WITH XXXX! ( And yes I realize they are the Chase XXXX  back end. ) In contradiction to that screen shot, here is the email showing that I DID CANCEL THIS RESERVATION : XX/XX/XXXX : We contacted the XXXX who verified we did not stay in their hotel. XXXX reference XXXX. Using the Chase XXXX chat function, I once again requested a refund which XXXX from the Chase XXXX  Center said was submitted. 
XX/XX/XXXX : Once again using the Chase XXXX  chat function, I requested follow up on this refund where I was told that the hotel didnt reply to the Chase email for the refund request and they called the hotel right then but couldnt reach anyone. At this time I was told the agent would obtain a waiver request and escalate this to the higher department to send a follow up email to the hotel. 
XX/XX/XXXX : Once again, following up in Chase XXXX  Chat who now advised that I should speak with a manager at XXXX. I called to speak with a supervisor. The agent attempted to connect us but the call wouldnt go through. The agent then told me that my call was escalated and that the supervisor would CALL ME BACK ; no one ever did! 
XXXX We contacted a Chase XXXX  supervisor again who was also able to verify with XXXX  that Chase XXXX had actually never canceled our reservation per their stated process on XX/XX/XXXX and XXXX had us down as a no-show. Having discovered this, the supervisor issued the credit which was confirmed in writing that it was processed : XXXX After still not receiving the refund, I called Chase XXXX  again to determine why. They indicated that the Chase Dispute department canceled the refund. This refund was issued by Chase XXXX  Powered by XXXX and JP Morgan Chase dispute department has no right to block what Chase XXXX  has verified as a valid refund. We have all been impacted by this pandemic and Chase has committed themselves to assisting those impacted and providing excellent customer service ; you have failed! You are a huge corporation with {$2.00} XXXX in assets. Ive been laid off and am asking for {$1600.00}. Im pretty sure you can make this happen. This is my money and I want it back! 
Chase XXXX  indicated that I should contact the Chase dispute department to resolve the issue. They indicated that Chase XXXX  cant issue the refund that the Chase dispute department must do it. After entering yet a second dispute for this issue, the Chase dispute department indicated that they can no longer assist me via phone or email on this issue and that I need to mail or fax them a letter! 
XX/XX/XXXX : I faxed a 4 page letter to XXXX documenting the entire history including TWO instances of written proof that Chase XXXX  indicated that I was due and would receive a refund. On XX/XX/XXXX Chase responded that they were researching the disputed charges. 
On XX/XX/XXXX : Chase indicated that they found no billing error and would no longer communicate with me regarding this issue. 
XXXX After reaching out publicly on Chase XXXX and XXXX , I received a response and a letter from XXXX stating From : XXXX Sent : Sunday, XX/XX/XXXX XXXX XXXX To : Subject : Flight Billing and Refunds - Itin : - Case ID : XXXX XXXX XXXX XXXX XXXX Hello, Thank you for allowing Chase Ultimate Rewards XXXX  to resolve your issue . We apologize for the inconvenience this has caused. We are writing to tell you that the XXXX XXXX XXXX XXXX has been processed back to the original form of payment. 
Cash refund amount - {$1600.00}, Points refund amount - XXXX The XXXX XXXX XXXX XXXX has advised it may take up 7 to 10 business days for the cash to post to your account. It may take up to two billing cycles to see the credit posted to your account. 
Please be assured that you are a valued Cardmember and we look forward to your continued patronage. If you need more information or if we may be of further help on this matter please contact us at XXXX and request a supervisor. Were available 24 hours a day, 7 days a week. 
Sincerely, XXXX XXXX Chase XXXX Supervisor Email security information Email intended for : XX/XX/XXXX : Chase indicated they were researching the charges I disputed. 
XX/XX/XXXX : Chase indicated the transactions I disputed were validafter having documented a refund owed! This statement clearly indicates the disconnect because Chase IS the merchant : While you may have a valid complaint with the merchant, the results of our additional review confirm that the transactions are valid and no billing error has occurred on your account. They also refuse to assist me further Because we have conducted a thorough additional review of your dispute and can not find a valid billing error, we will not respond to future correspondence from you about it. 
I followed up on XXXX via email because the refund from the merchant Chase XXXX  still had not arrived. 
Initiated a follow up via Chase secure messaging on : XX/XX/XXXX. On XX/XX/XXXX Chase indicated I would receive a response in 1-2 business days then on the same day that due to increase volume I can expect a delay of a week or more and not to resend a request because it could further delay a response. I have yet to receive a response or the refund.

Company response to consumer: Closed with monetary relief