Consumer complaint received 2019-03-06
Company: JPMORGAN CHASE & CO.
State: TX
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:
My complaint has started off as the Credit Card Company not  accepting my dispute despite my evidence to what now sounds like chase Credit Card accepting Fraud from the Merchant based on false service dates and/or a false signature with my name. 

Chase Credit Card has refused to refund me money from a vendor with whom I filed a dispute. Apparently, the vendor forged my signature and chase doesn't care when I told them while on the phone with them. The evidence from the hotel was explained to me over the phone with Chase Card Services I made a hotel reservation through XXXX on XX/XX/XXXX for a trip on XX/XX/XXXX through XX/XX/XXXX. XXXX said it was free cancellations and I was provided with the option to not be charged until my hotel stay, which I chose to do ( XXXX attached ). On XX/XX/XXXX, I needed to cancel the reservation. XXXX said due to late notice, I would be charged for 1-night stay since it was 24 hours away. I agreed and canceled the reservation. Over the next 48 hours, I looked for the one night stay as a charge on my CC and it did not show up. When I checked my entire XXXX statement a few days later, there was a charge of XXXX dollars on XX/XX/XXXX by the hotel. A charge that was not supposed to occur based on my selection criteria of NOT being charged up front. 
I called the hotel and they refused to refund me the money. I offered to pay the single night. They refused. I filed a dispute with Chase and sent them screenshots of the itinerary, and the one night stay cancellation charge along with the option to pay later during my stay instead of up front. 
Chase has the cancellation rules and the itinerary in the form of screenshots taken directly from XXXX 's website. 
I just received information today XX/XX/XXXX from Chase that they are denying me the refund. I spoke to two different customer service reps who both gave me different info. The first one said they were denying the claim because the vendor shows I stayed at the hotel starting on XX/XX/XXXX not XX/XX/XXXX and that my dispute was after my stay. This is a complete LIE by the vendor and I showed screenshots of my itinerary through XXXX which Chase must not have reviewed. The reservations dates are very clear. The charge was made on XX/XX/XXXX, it's my check-in date. The Hotel is making it look like I'm disputing the charge after I stayed there. It clearly showed my stay was to be XX/XX/XXXX to XX/XX/XXXX. How do you miss something like this? 
Not satisfied with this response because it made no sense to believe this information when I provided the itinerary information, I called a second-time on the same day about 30 minutes later. The second rep, a " manager '' said they were denying the claim because the hotel has a signed document showing I stayed at the hotel and I agreed to the charge. This is another lie because I was never there in XXXX XXXX, nor did I sign any document, online or on paper. If Chase has a signed document provided by the vendor, then its a forgery. My signature could be compared to other CC purchase signatures. They clearly didn't care to do that! 
I told them this is a forgery and they simply didn't care. I can not believe this company had such a lack of investigative skills. I was never in XXXX XXXX. In fact, I use my CC for everything and there aren't even any charges in XXXX XXXX which could be proof I was there. 
I seriously doubt with the money and resources they have they can't see the truth in this. This is just a lack of care on their part to go through the hassle of making a business angry and fearing their anger rather than a card caring customer. They sided with the vendor over false information and that was that. As long as the vendor reply disputes with any garbage info, XXXX the customer. Chase Credit Card is a horrible business that provides little customer protections and it was XXXX XXXX XXXX that is providing the false info. 

The hotel in question who is being Fraudulent XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX LA XXXX ( XXXX ) XXXX

Company response to consumer: Closed with monetary relief