Consumer complaint received 2021-02-06
Company: JPMORGAN CHASE & CO.
State: IL
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 tried to dispute billing errors in the amount of {$750.00}, {$750.00}, {$750.00} from XXXX XXXX  and {$1000.00} from XXXX on my Chase credit card account. The amount is inaccurate because both merchants, XXXX XXXX and XXXX, cancelled my flights. The Merchants did not hold up to their end of the deal by cancelling the flights, and thus failed to provide an agreed upon service. I kindly requested that Chase, my bank, correct the error, and that any finance and other charges related to the dispute amount be credited as well, and that I receive an accurate statement. 

I am shocked and disappointed to be writing this today. After more than 10 years of being a loyal Chase customer, I have received the most disrespectful and appalling customer service experience of my life. I first filed this dispute in XXXX, and after not hearing back from Chase in over a month I called in to check on the status of the dispute. I was immediately met with rudeness and aggression. 

The representative was ignoring every question I asked and told me that my claim had been denied. Not having heard anything up until that point, I was shocked and politely asked why I am being held liable for services not received when under US regulations a full refund must be made for cancelled flights in these circumstances. 

She would not provide me with a clear answer and was speaking down to me, and at times scolding and belittling me. The only answer I received from her was that Chases policy prevents me from getting a refund. I then explained to her that Chases policy can never be contrary to the law. The Department of Transportation order overrules any of Chases policies. The woman hung up on me. Someone with such poor people skills and a lack of common courtesy should not work in customer service. 

Unfortunately this was not an isolated incident. Since the beginning of my dispute I have made over 100 phone calls to Chase, I have sent in eight piece of letter mail, I have went to a Chase branch and had them fax over documents three times, and I also sent two E-Mails to the dispute department. Countless times I have been hung up on and talked down to. I am humiliated and incredibly angered by Chases behavior and handling of the dispute. I find it hard to believe that Chase would knowingly employ such rude, abrasive, and unprofessional representatives. I dont know if Chase encourages their customer service employees to behave in such a manner, but I find it completely unacceptable and unprofessional. 


Up until now, Chase has only credited me for two of the XXXX XXXX tickets, each one {$750.00}. I purchased three tickets from XXXX XXXX, all three tickets were for the same flight and I made sure to include all three in my dispute. I was confused that Chase would only credit me for two of my flights and not the third one, because they were for the same flight that had been cancelled. I called in and asked why this was case and was told by three separate representatives that I was denied a credit back for one of the airline tickets because I never responded to Chases mail. This is false because on XX/XX/XXXX I sent an E-Mail to the disputes department in response to the notice I received. The notice said that Chase would not credit me back because XXXX XXXX claimed that I had cancelled the flight. I sent them an E-Mail containing an attachment from XXXX XXXX that clearly shows all three flights being cancelled. Soon after that Chase credited me for two of the flights, so its entirely untrue for Chase to say that I never responded because my response is the reason Chase gave me a credit for two of the flights. 

Unfortunately, Chase denied my dispute for XXXX. Their explanation was that too much time had passed since the date of purchase.However, this explanation is inconsistent with the fact that Chase did credit me for two XXXX XXXX flights, which I purchased at the same time. Its confusing when XXXX doesnt follow their own standard. 

Fortunately for me, after filing a dispute with the Department of Transportation, XXXX swiftly sent me an E-Mail apologizing and letting me know that they will be returning my money to the original payment form. I am grateful for the U.S. Department of Transportations help with getting me what is my rightful money back, and disgusted with the complete lack of help from both Chase and XXXX as well as their unwillingness to play by their rules.

Company response to consumer: Closed with explanation