Consumer complaint received 2020-12-03
Company: JPMORGAN CHASE & CO.
State: CA
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/XXXX I purchased a package of 4 airline tickets through a third party travel agency called XXXX for {$630.00} using my Chase credit card ending in XXXX. The charges posted XX/XX/XXXX. All tickets were from the same airline, XXXX XXXX and were purchased as a package, not as individual tickets. 

In XX/XX/XXXX, XXXX closed its doors to tourists and, accordingly, on XX/XX/XXXX, the airline cancelled 2 of the 4 flights in my flight package, thereby rendering the entire itinerary null. 
As of today, XX/XX/XXXX I have not received a refund for the flight package. 

My attempts to resolve with the third-party merchant : I attempted to contact XXXX five times since XX/XX/XXXX via a contact form on their website. I first reached out when I learned of the XXXX closure to re-schedule my flights to next year, with no response for several weeks ( out of caution, it was at this time I first filed a dispute with Chase ). Once the airline cancelled the flights, I reached out 4 times in the month of XXXX to discuss how to proceed, whether through refund or re-scheduling. I have not been able to get a response from XXXX regarding how to proceed other than your booking is waiting for a refund and multiple generic responses advising me to be patient and that the airline is the entity that is delaying the refund. 

My attempts to resolve with the airline directly : On XX/XX/XXXX, I contacted the airline, XXXX XXXX, directly and they stated that the flights are fully refundable without a cancellation fee and that all XXXX needs to do is call them and request a WAIVER CODE and they will issue the refund. However the airline confirmed that as of XX/XX/XXXX, no attempt had been made by XXXX to initiate this process. My departing flight date was today, XX/XX/XXXX and so I fear that the opportunity for refund XXXX have now passed. 

My attempts to resolve with Chase : Over the last several months, beginning in XXXX after I first attempted to contact XXXX to re-schedule and received no response, I have filed a dispute for the charge with Chase and appealed their decision twice. Each time, I provided all receipts and e-mail correspondence from XXXX and XXXX XXXX. However, each time there was found to be no billing error and the charge remained. I made it very clear in my final appeal that I am not disputing the charge based on a " billing error, '' but rather a product of service you never received or received late as described on Chase 's dispute website. This went unacknowledged, and my final appeal was denied on XX/XX/XXXX yet again for no billing error. Further, Chase stated that they would no longer respond to any correspondence regarding this charge. 

Of note, here is a website that has almost 700 1-star reviews for this third party agency, nearly all with the same problem as me ( cancelled flights, no refund, minimal or no contact ) : XXXX XXXX XXXX

Company response to consumer: Closed with explanation