Consumer complaint received 2022-08-14
Company: JPMORGAN CHASE & CO.
State: NY
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:
This is a complaint directed at Chase XXXX. 

On XX/XX/XXXX I used my Chase Sapphire Preferred credit card to book plane tickets through Chase XXXX using Chase XXXX XXXX XXXX. The total for this transaction was {$1300.00}. 

During the trip, I could not make the return flight home due to Covid restrictions in the country I was staying in. I called the Chase XXXX help desk to change my flight and was told due to it being less than 8 hours until the flight, that they could not change the ticket for me. Instead, what they told me to do was to book a flight directly through the airline, and that they would refund me an amount of {$780.00}, the cost of the return flight. They also told me that in order to process the refund that hey would need to charge me a {$320.00} fee due to not having travel insurance. I paid this {$320.00} with a separate Chase credit card on XX/XX/XXXX. I was told that this refund would take 2-3 billing cycles to show up on my statement. 

I waited 2-3 billing cycles ( should have been no later than XXXX ) and this refund never showed up on my statement. 

XX/XX/XXXX - I called the help desk to check the status of my refund. The representative told me that the refund had not been processed yet, but that he would send it directly to the accounting department to be processed. He assured me this refund would show up on my statement in 15 days. He would not send me an email confirming this. 

XX/XX/XXXX - Well after 15 days later, the refund never showed up on my statement. I called again to check the status of the refund. The representative told me again that the refund had not been processed and would fast track my ticket to get the refund sent to me in 7 days. 

XX/XX/XXXX - The same representative from the last call left a voicemail on my phone telling me that the refund had been processed and that the ticket was being closed. I checked my statement after I listened to the voicemail, and there was no refund. I checked every day for a few days and there was nothing each time. 

XX/XX/XXXX- Fed up with how I was being treated by Chase XXXX, I called the actual Chase credit card customer service line to ask if they could see if there was any refund sent or if the refund was processed. The representative let me know that there was nothing on his end and that no refund had ever been processed. This representative also told me that they should not have charged me {$320.00} to process this refund since the credit card itself automatically comes with travel insurance. This representative forward me to the dispute department so that I can dispute the two transactions, the original transaction of {$1300.00}, and the additional, unnecessary transaction of {$320.00}. However, I was told that because Chase XXXX kept pushing the dates back that these transactions are out of the 118 day limit to dispute. 

I got transferred to Chase XXXX and asked to speak directly with a supervisor. This supervisor, XXXX, told me that no refund had been processed, but the ticket had been closed. She advised me that the ticket had been closed in XXXX due to Chase XXXX not being able to get the money from the airline. She told me that it was closed again in XXXX because the accounting department disagreed with the amount that was promised to me. She then told me she would send a ticket directly to the accounting department and that she would contact me within 72 hours or when the refund was processed, whichever was sooner. 

XX/XX/XXXX- XXXX called me back, and told me that the refund had not been processed and that she had heard nothing back from the accounting department. Again, she said she would contact me within 72 hours. 

XX/XX/XXXX- XXXX called back 10 days later to tell me the exact same thing, that the accounting department had not received the ticket and therefore the refund has not yet been processed. Again, she advised she would call back in 72 hours. 

XX/XX/XXXX - Called Chase XXXX again because I had not heard from XXXX. I was on hold for over an hour and no one picked up the phone. 

It is now XX/XX/XXXX and I have heard nothing further from Chase XXXX about my refund. It has now been over 7 months since I was charged to process this refund but have not received this at all. It should not take 7+ phone calls and 7 months to process a refund that your customer was charged {$320.00} for. And I still haven't received this refund!

Company response to consumer: Closed with monetary relief