Consumer complaint received 2020-05-21
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 husband and I booked a trip XXXX to XXXX to the XXXX XXXX through XXXX XXXX XXXX XXXX travel agency. The trip included 2 other couples. Communication with the travel agency was made by all three couples both individually and collectively. The travel agency cancelled our booking due to the COVID-19. The travel agency refuses to refund our money. Instead it seeks to issue a voucher for travel in the next year. We have refused the voucher, as we will be unable to go on a trip next year and can not use the voucher. We did not cancel the trip, the travel agency cancelled due to border closings. We can not be held to a cancellation policy when we did not cancel. The merchant failed to provide the trip on the dates booked, therefore a refund is due. Details as follows : -The Travel Agency is XXXX XXXX XXXX XXXX. Contact is XXXX XXXX. 
-On XX/XX/XXXX the deposit of {$3700.00} was paid. 
-On XX/XX/XXXX the remaining {$7800.00} was paid. 
-On XXXX, XXXX closed it's border. We contacted XXXX XXXX XXXX   to see if that would affect our travel. We were told they would get back to us on a later date, as the priority would be for those currently traveling and stuck. We continued to keep in touch. 
-On XXXX we began asked the status of our trip and were told we were waiting to hear about rebooking. We stated we were not interested in rebooking and wanted a refund. 
-On XXXX we received an email from XXXX XXXX that XXXX XXXX XXXX cancelled our flights and they would be in touch with dates to reschedule. 
-We had been waiting for info, but were shocked XXXX XXXX XXXX   cancelled without discussing options, our knowledge or our consent. They began working to reschedule - which we had stated multiple times were not interested in rebooking. 
-Later on XXXX we received a travel voucher for {$11000.00} valid for travel before XXXX, with a rebooking deadline of XXXX. WE REFUSED. 
-After stating that only a refund was acceptable and voicing why travel in the next couple of years would be impossible, -On XXXX, XXXX XXXX sent a email that she could " confirm the new dates of XXXX to XXXX. 
-We again stated the travel was impossible and we had not agreed to these or any other dates. We need a refund. 

-The charge was on a Chase credit card. 
-I contacted chase cardmember services, but did not record the date, to inquire how to dispute. I was advised to go online and dispute through the website. I was warned that I had until 60 days after the first charge. ( XX/XX/XXXX ) to file a dispute. 
-I did as advised and disputed each of the two charges separately. I received acknowledgement of both charge disputes on XXXX, having made the claim 1-2 days prior. 
-The " update on your dispute '' dated XXXX stated they would contact me for further details. The charges were temporarily removed. 
- On XXXX I received a communication from chase stating I had until XXXX to send all documents that I wished to have considered in the claim. A copy of the merchant 's response was also enclosed. The merchant 's response to why the charges were valid- the cancellation occurred too late. This letter was only for the the {$7800.00} charge from XX/XX/XXXX, not the initial {$3700.00} charge. 
-I NEVER received a request for more info for the {$3700.00} charge. 
- I collected a 39 page packet largely containing email correspondence from myself and the 2 other couples documenting that XXXX XXXX XXXX cancelled the trip, not our party. 
-I documented that we have tried on multiple occasions to resolve the issue with agency prior to and during the dispute with no success. 
-I sent the documentation to chase on time- on XXXX by three methods : certified mail, fax, and upload to the Chase website. 
- I included info for BOTH charges, though it was never requested. 
-On XXXX, one day after I sent my documentation, I received a letter from Chase that my charge of {$3700.00} was valid because after contact with the merchant, NOT ME, it was determined we did not cancel within the cancellation window. Chase states " We can't confirm that you're due a credit because the merchant has no record of you canceling the request within policy guidelines. '' Of course there was no record, since it never happened. 
-THE REASON FOR DENIAL WAS NOT A TRUE FACT. We never cancelled, and can not be held accountable for when a merchant cancels our trip without our consent. 
-On XXXX I received the notice that the charge of {$7800.00} was valid because : " We contacted the merchant to discuss the disputed transaction ( s ). 
We reviewed the information available and found that you either received the services or the merchant made them available for your use. 
We can't confirm you're due a credit because the services you purchased were received or available to use '' -In fact the dates/times that I purchased were not received or made available. A credit for a future trip that I am unable to take, 1 year plus after promised, and can not be guaranteed to be equivalent in any way is NOT EQUIVALENT to a refund. 
-In the letter, Chase made no provision for appeal. They did offer to answer questions, at the general disputes number. I request, but was not permitted, to speak with the person who actually made the decision. 
-I called and finally got through after three days, dropped calls, and at least 4.5 hours of hold time, to XXXX in the XXXX XXXX dispute office. He stated that I was denied because I filled out the form in a way that stated that I cancelled, so it could only be processed that way. They simple could not rule any other way despite documentation to the contrary. He also stated he could not start an appeal. Because I began the process through the website ( as instructed by Cardmember Service ), I could only dispute through the Chase website. 
- I did not EVER say that I cancelled the trip. XXXX XXXX XXXX cancelled was written many times in many places on every document- including the initial document. This was either a lie or a mistake made by Chase. 
- There was no choice to appeal the decision through the website. If I hit the dispute button again, it would not allow a re-dispute. It simply gave me the phone number for disputes that I had called and was told could not help due to originating the dispute online. 
-On XXXX I figured out how to send a note in an obscure way through cardmember services on the Chase website. I uploaded a letter to Chase disputes requesting an appeal based on the reasons for denial of the dispute were simply not valid. I placed emphasis esp on the denial due to " inability to confirm my cancellation were within the policy guidelines ''. I responded to each reason for denial and explained why it was not valid. 
-On XXXX I received a letter stating they were considering the dispute. 
-On XXXX I received letter stating again that the charges were valid for the following reasons : - '' While we previously reviewed your dispute and determined the transactions were valid, you requested that we conduct an additional review of the case. 
As a result, we thoroughly reviewed all information that was provided to us to determine if a billing error occurred. 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 occurred on your account. '' We notified these credit reporting agencies that you disagree with the resolution of the dispute : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   XXXX XXXX, TX XXXX XXXX, GA XXXX XXXX, PA XXXX XXXX, PA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX We'll provide the information described above to the consumer reporting agencies, but we can not guarantee that they will record it accurately or promptly. '' - I can not imagine why the credit agency info was included, or why the agencies would care about my dispute. The charges were added back to the account. I have never failed to pay even one credit card bill. No explanation, just a random note about notifying credit agencies. It seemed threatening. 
- Later that day, XXXX, I received a note saying they will investigate the dispute. To save all documents for consideration, etc. 
- I assume that the denial was rubber stamped without any benefit of fact and Chase made an error in order of letters sent. 

Chase protects a merchant well, but has no true protection for it's cardholders. A valiant good-faith effort was made to bring this issue to an amicable close without involving Chase. It was impossible. Chase boasts travel protection for credit card purchases. They did not live up to that promise. They did not provide a reasonable online dispute process, advising cardholders to dispute online and then refusing to discuss when and if one is able to actually speak to a person by phone. They do not give consideration to the facts of the case. Even with the proof that the facts directing their dispute decision is entirely false, there is no process for appeal. When an appeal was made through creative way it was immediately denied, faster than the letter to ask for information. In 1 of 2 disputes, they contacted ONLY the merchant for information. It is easy to see where Chase loyalties lie only with merchants.

Company response to consumer: Closed with explanation