Consumer complaint received 2023-12-09
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit 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/2023, I made a transaction with TICKETS XXXX ( XXXX XXXX XXXX ) for XXXXXXXX XXXX XXXX  ( organizer XXXX XXXXXXXX ), totaling {$390.00}. I initially filed a chargeback because the event failed to meet its advertised expectations, particularly concerning security, services, and facilities. The first day was unexpectedly canceled due to incomplete stage construction and lack of permits from the NYC Department of Parks and Recreation. Although XXXX XXXX publicly promised full refunds, no customers, including me, have been reimbursed. The event also experienced significant delays, and the real stage designs and layout were not as advertised. The final day was oversold, leading to violent interactions between security and attendees. The entrance was closed by order of the City of New York and the New York Police Department due to illegal overcapacity, resulting in attendees breaking through barriers. There were reports of security personnel accepting bribes and allowing non-ticket holders to enter. Amenities, like bathrooms and seating areas, were inaccessible due to overcrowding. Despite all these issues, my chargeback request was denied, which I believe was due to an oversight or misunderstanding of the evidence and context of my claim. Additionally, there was another charge on my account dated XX/XX/2023, for {$220.00} from XXXX XXXX for XXXX XXXX, which I did not dispute. However, I faced the same issues with this transaction as with the previously disputed charge. 

After experiencing the multiple issues at XXXX XXXX 2023, I took proactive measures to address the situation. Here are the steps I undertook to resolve the complaint : Initial Chargeback Request : I filed a chargeback request with Chase Bank. My primary reasons for this request were the cancellation of the first day due to permit issues, extreme delays, the abrupt and unexpected denial of entry to all ticketholders on the third day, false information about the event, and the overcrowding and security issues. 

Review of Denial : Upon receiving the denial of my chargeback request, I reviewed Chase 's decision letter. I believed that the circumstances of my claim were either not considered or misunderstood by the bank. 

Collation of Evidence : To substantiate my claim, I gathered various supporting documents, including photographs comparing the advertised stages to the actual stages, public statements from XXXX XXXX about refund promises, details of class action lawsuits against the event organizers, and press clippings that outlined the illegal actions the event organizers took with quotes by the police and city officials. 

Redispute Letter : I then drafted a formal letter to Chase 's Redisputes Team, detailing my grievances and providing the collected evidence. In this letter, I highlighted the significant discrepancies between what was advertised and what was delivered, stressing the event 's failures. I explicitly requested the reversal of the charge, emphasizing that the decision to deny my chargeback was not in alignment with the actual circumstances. 

Open Communication : Lastly, I expressed my willingness to provide any further information or clarification, ensuring that I remained accessible for any queries or discussions related to the dispute. 

Despite all these efforts, Chase Bank still sided with the merchant, which has led to my decision to file a complaint with the Consumer Financial Protection Bureau.

Company response to consumer: Closed with explanation