Consumer complaint received 2018-10-31
Company: JPMORGAN CHASE & CO.
State: FL
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:
On XX/XX/2018, I purchased two ( 2 ) airline tickets on XXXX XXXX. ( {$670.00} ) The date of travel was XX/XX/2018, the itinerary came back with the wrong dates, XX/XX/XXXX. I am positive I put in the right dates. Why wouldn't I? As soon as I received the itinerary, I wrote XXXX and asked " what is going on, please help. '' No response. I wrote again within minutes and asked to cancel and for a full refund. There is a US Department of Transportation ( DOT ) directive called the " 24 hour rule '' that states any passenger, foreign or domestic, may cancel within 24 hours without penalty. ( I will attach this ). I attempted to cancel on the website and received a response that I had to contact them by phone. Two numbers were available, one for calling if in XXXX or one if in XXXX. I immediately called Chase to dispute on XX/XX/2018 and was told that the charge was processing and it couldn't be disputed yet. I expressed my concern that they are dealing with a foreign country and it might be difficult. Chase said it would be no problem and that I should wait and contact them after it processed. I disputed the charge twice now with ample documentation, including my request to cancel within 24 hours, XXXX ignoring my request for two days only to send me a form letter stating they received my request and confirming my reservations. During at least two months of disputing the charges, my credit card number was changed and when I went to check on my dispute, Chase had closed the dispute and further lost all my documentation. Upon speaking to a supervisor, she was able to find it and agreed to reopen the dispute. Meanwhile, I again cancelled again and was told that there would only be a refund of {$84.00} per ticket, of which there were two. I next on XX/XX/XXXX, received an email confirming the flight on XX/XX/XXXX to which I responded that I had tried to cancel twice. XXXX immediately sent me a response with instructions on how to cancel. These instructions would have been handy on the first day ( 24 hour period ). I then sent the first six digits and the last 4 digits of my credit card as requested to cancel the tickets as well as a comment that this was my third attempt to cancel.. I received an email from XXXX asking if I wanted to cancel one or both. I responded " cancel both ''. One XX/XX/2018 on the date of the flight which I didn't book, I received an email that since I didn't cancel I was a no-show and no refund would be forthcoming. 

Chase has received all the email threads, the DOT directive and has now told me that the XXXX merchant agreement overrides the DOT directive even though it is listed on XXXX ; s website. The fact is, they told me, they can't get XXXX to pay them back so I am left owing the money. I told them in the beginning, they would likely have a problem with this. I have filed a complaint with the DOT against the airline and am now filing with you for the bank. I read that the bank has the right to withdraw the funds from XXXX if it rules the dispute to be valid. Chase basically is refusing to rule in my favor and withdraw the funds.

Company response to consumer: Closed with explanation