Consumer complaint received 2016-10-24
Company: JPMORGAN CHASE & CO.
State: VA
Product: Credit card
Issue: Billing disputes

Complaint:
MY STATEMENT TO FOLLOWING CONCERNS : CONSUMAR FINANCIAL PROTECTION BUREAU ( CFPB ), XXXX XXXX DISPUTED CREDIT CARD CHARGED BY XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX, WA XXXX CHASE CREDIT CARD HQ, XXXX XXXX XXXX XXXX, NY XXXX Dated : XXXX XXXX, 2016 I am very disappointed and frustrated due to misleading, scamming, denial of customer right, service and refusal to refund illegitimate charged. 
On XXXX XXXX, 2016 my wife XXXX XXXX and I searched online XXXX and found XXXX XXXX XXXX XXXX to stay XXXX - XXXX for {$620.00}. We both noticed on the top of the screen of XXXX attached says 'Secured booking Only takes 2 minutes, Your trip starts in 13 days, " Free Cancelation until Thursday XXXX XXXX '' ( attached ). 
We felt secured and put CHASE visa credit card to book the XXXX XXXX XXXX hotel. 
We completed booking, received confirmation from XXXX online email to my wife. She opened email with confirmation # XXXX and XXXX # XXXX is very different and contradictory. My wife tried to cancel online. She could not cancel online. 
It said in red text : " This reservation is non-refundable and can not be canceled or changed ''. We were very upset and shocked for misled and scammed by XXXX. 
Next day XXXX XXXX, I called the XXXX XXXX XXXX hotel to cancel reservation and refund. The hotel front desk person said they can not cancel or refund. Also said reservation is made via XXXX and I should contact the agent XXXX. 
Same day on XXXX XXXX, I called XXXX to cancel and refund {$620.00} that was charged to my CHASE Visa card. XXXX refused to cancel and refund. 
On XXXX XXXX, 2016 I logged in to my Chase Visa account and astonished to see XXXX already charged my card. On XXXX XXXX, 2016 I received phone call from Chase Dispute Department name " XXXX '' without last name. He asked me very rudely and unprofessionally about the disputed amount. He was very bias to merchant XXXX. He said " the charge is valid and merchant 's policy is non-refundable and can not be cancelled ''. I told him that, prior to put my credit card and booking XXXX showed " Free Cancelation until Thursday XXXX XXXX '' Sometime in first week of XXXX ( do n't remember date ) XXXX called me again and told me that Chase has completed investigation, XXXX Charge is valid and it will be shown in my account as Debit. I insisted him with my valid argument " Free Cancelation until Thursday XXXX XXXX ''. He said that " that is a snapshot '' and asked me if I have any other proof/evidence. Again, he was condemnatory and said decision is reversed and told me that if I want I can re-dispute. He also said that the Merchant 's policy is nonrefundable. I told him that they did not disclose the nonrefundable policy before I reserve. He said, " When you buy something from store they do n't tell you refund policy, and when you return they do n't refund ''. I was stunned of his remark. I said I would never go to that store. I told him this is United States, not a third world country where customer does n't have any right. 
On XXXX XXXX, I called XXXX and asked to speak to a supervisor to resolve the illegitimate charge and refund. I was put on hold and stayed on the phone almost 2 hours. A supervisor name XXXX asked me if I have any record of call or name, I said I do n't remember any name of hotel responded or XXXX employee refused to cancel. He then said it is a valid charge and " No Show ''. He said " It is too late he will not refund the payment ''. 
On XXXX XXXX, 2016 XXXX XXXX from CHASE Dispute Department called without any resolution. I hope my customer right will be protected by CFBP. 
Thank you, My phone number : XXXX

Company response to consumer: Closed with explanation