Consumer complaint received 2020-06-09
Company: JPMORGAN CHASE & CO.
State: NJ
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/2020 I responded to United Air promotions for low price/ minimal restrictions by purchasing 3 tickets online. The price that I appeared to charge to my Chase United Credit Card was {$2100.00} total for 3 round trip tickets. In fact, when I saw the charge posted online I saw I was charged {$2100.00} per ticket or {$6300.00} total ( for 3 round trip ECONOMY tix to XXXX / XXXX XXXX. I was unable to get through to United to via their 800 number within 24 hours of booking to cancel for a refund ( XXXX ). I was on perpetual hold and never got to a live person who could cancel my reservation. By the time I got through it was passed 24 hours and was told I called too late for a refund, I could only get a credit not a refund - the supervisor did not seem to care that I could not get though on the phone w/in 24 hours. I first reached out to protest through my Chase Visa card on XX/XX/2020 and reached XXXX in IL ( XXXX ). She took my complaint and said they would give me a credit as I could not get through to cancel w/in 24 hours - and that someone else from Chase would be in touch to verify some information for the credit. I let her know that we were not at our home address as we were in another state due to XXXX, so they should contact us via e-mail or cell phone only. 

As no one from Chase Visa contacted me in two weeks and there was no credit for the tickets online, I called Chase again on Friday XX/XX/XXXX and spoke to XXXX in XXXX XXXX, TX. She told me my complaint was closed as I was " mailed '' information I had not responded to. I told her that I was not at home to receive mail and had not been contacted by anyone at Chase. She said that she would reopen the complaint and note that I was never contacted by someone from Chase, despite their assertions otherwise. She also said that she would make sure a supervisor would reach out to me - yet none has reached out. The next day XX/XX/XXXX, I actually went to my New York home to check my mail for the first time, I found the bill including three charges for {$2100.00} - which have still not been credited as promised - yet I had no letter from Chase regarding my dispute, as I was told by XXXX was sent two weeks prior. 

I have been a customer of Chase for over 30 years and have my mortgage, home equity, retirement accounts, checking, savings and a business account. I can't believe that I am receiving such shoddy and unprofessional service from them. It is causing my life great stress and disruption during a time which already is full of enough stress due to COVID-19. 

I would appreciate an immediate credit for the full {$6300.00}, as XXXX promised on XX/XX/2020 - as I was unable to get through to United within 24 hours despite my attempts to call their customer service number within that 24 hour time frame. Thank you. XXXX XXXX

Company response to consumer: Closed with explanation