Consumer complaint received 2022-08-30
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:
on XXXX we purchased tickets for show at the XXXX XXXX through XXXX. There was a problem with purchasing our tickets for XX/XX/XXXX and we received an error message after the purchase. We didn't think it went through but it turned out it did but for XXXX. We immediately contacted XXXX to explain and switch the date to XX/XX/XXXX. We were on the phone with XXXX  for 1 hour constantly being put on hold while she switched the dates. She came back and said it was done, but the tickets were not showing up in the app. She told us they would show up and to wait. They did finally show up but they were for the same date, not the change date. The rep told us to hold while she went back to see what happened and credit us for the ticket change fee. We thought it was completed but the tickets showed up with new seats on the same date. The rep didn't know what happened and why the date wasn't switched. She was also going back to credit us the {$330.00} ticket change fee because of the problems. She put us on hold and disconnected us. When we tried to call back XXXX was closed. We were so frustrated we decided to just call Chase and stop the charge. 

We contacted Chase Sapphire that night, but they were closed so we called them the next day XXXX and we explained what happened and the rep. told us to wait for the charge to hit the card. So we called back every day until the charge hit the card. Each time we were told not be concerned they would place the charge into dispute and they would contact the merchant. If Chase did not hear back within 17 days we would automatically be credited. So at that point we were not worried We called several times ( all recorded conversations after that and each time was told was told Chase was still working with the Merchant. On XX/XX/XXXX we called again to find out why we hadn't received the credit and was now told it would take 30 days and to call back after XXXX. 

However, we got a call today XX/XX/XXXX and when we called back, we spoke to XXXX a customer service representative who now told us that we had to complete the dispute letter that was sent. It told her we didn't receive a dispute letter nor were we ever told we had to do that but I had all of the documentation and would complete it. However I was concerned with all of the misinformation that I was being given and requested a supervisor. After waiting on hold for XXXX hour XXXX, a supervisor in the XXXX got on. She reviewed all of the notes in our file and apologized but said XXXX  does not give refunds. I am infuriated because I would have been calling XXXX every day instead of Chase.if I wasnt given all of this misinformation. She said all she could do for us was to start an internal investigation which would take another 3-5 days but there was nothing they could do because that is the terms of the vendor. 

We always used sapphire because they have always worked to address issues as a premiere card holder. We are also private clients of chase and can not believe all of the misinformation being provided by Chase Sapphire Customer Service. We have spent an inordinate amount of time trying to resolve this issue which could have been resolved with XXXX. It is now a month later and we have no recourse as I don't believe there are available tickets for the date we will be at the XXXX which is XX/XX/XXXX. We do many online transactions and this has been a nightmare between both Chase & XXXX I expect Chase to resolve this matter and refund us the {$1000.00} that has been in dispute. There has been a good faith effort on our part to resolve this from day one but we were never given the correct information which has prolonged this issue. 

We were given two credits XXXX for the ticket change refund that we attempted to do and {$130.00} which we are not sure what that represents. The {$1000.00} remains on hold. However, based on what this supervisor told us we may have to pay this charge. 
The tickets are still screwed up in the app and we are at a loss as to what to do. We feel it Chase had provided the correct information when we called we could have fixed this. It is now almost 30 days later..

Company response to consumer: Closed with explanation