Consumer complaint received 2023-08-09
Company: JPMORGAN CHASE & CO.
State: CO
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 XXXX XXXX I booked overnight lodging through a travel agency with a hotel in the amount of {$110.00} specifically due to their posted offer of a free airport shuttle service since I was in a short layover situation and would not be renting a car. When I arrived at the airport and called for the shuttle they desk clerk told me the shuttle was not available. I told her I wanted to cancel my reservation and she stated she could not do so because I booked the room through the subject travel agency and they did not have the ability to handle the cancellation. I immediately called the travel agency and explained the situation and they stated ( in summary ) that I would have to call the hotel to implement the cancellation. There was no way to handle this with either party since they were both pointing at each other. I did not stay at the hotel because I had no way to get there, ended up sleeping on a bench in the airport. I filed a dispute with Chase Visa and requested a full refund because the vendor did not provide the advertised service ( I included evidence of the airport shuttle service advertisement ). 

On XX/XX/XXXX I receive a letter from Chase stating that they had received evidence from the travel agency that disproved my claim and that it was attached for my review. There was nothing attached. The letter inquired as to whether I wanted to continue the dispute and I responded on XX/XX/XXXX, noting the lack of any " evidence '' to review and that their response had nothing to do with my claim, that I wished to continue the dispute. On or about XX/XX/XXXX I received another letter from Chase stating that they had closed the dispute finding in favor of the merchant with no explanation of how they arrived at that finding. I immediately called Chase customer service and spoke with XXXX ( Employee ID XXXX ) who listened to the situation and agreed that Chase had not responded to my complaint or provided rationale for closing the case and that it should be re-opened. He provided instructions on how to re-open the case which I mailed to Chase on XX/XX/XXXX. 

On XX/XX/XXXX I received a letter from Chase that they were re-opening my dispute. On XX/XX/XXXX I received another letter from Chase stating that they " confirmed that the transaction you disputed are ( was ) valid ''. The letter provided no evidence or explanation as to how or why they arrived at this conclusion. It is still not clear to me whether they even read the complaint or understand the basis of my dispute since the communication focused entirely on the " transaction '' and mentions nothing about what actually occurred. 

I filed two disputes with Chase during the same timeframe for two separate issues. Chase combined both of these disputes into the same " record number '' even though they were very different circumstances and entirely unrelated vendors. It seems very clear to me that Chase is just pushing these complaints through and finding in favor of the vendor because they get paid for. I am hereby filing a formal complaint against both XXXX and Chase and am requesting assistance in remedying the fraudulent charges by the travel agency and further requesting investigation into Chase for their apparent failure to perform due diligence and to execute their responsibilities under the Fair Credit Billing Act of 1975.

Company response to consumer: Closed with monetary relief