Consumer complaint received 2020-08-04
Company: JPMORGAN CHASE & CO.
State: MD
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/XXXX, I purchased two round-trip airline tickets on XXXX XXXX for flights occurring from the United States to XXXX on XXXX XX/XX/XXXX and returning XX/XX/XXXX. XXXX flight was for myself, and the other was for my mother. Each flight was {$850.00}, and for two tickets, totaled {$1700.00} ( please note, letter to Chase on XX/XX/XXXX, incorrectly indicates ticket amount was {$650.00}. The correct amount is {$850.00} for each ticket ). 

In XXXX and early XX/XX/XXXX, due to the corona-virus pandemic, I realized that these flights might not occur. XXXX XXXX suspended its operations in XXXX or XX/XX/XXXX, and on XX/XX/XXXX, issued a press release stating that its operations would be suspended through XX/XX/XXXX. Therefore, I understood these flights to be canceled, and in fact, the flights, like many others in the world, did not occur on those dates. 

In late XX/XX/XXXX, I contacted XXXX XXXX through ticket aggregator XXXX and asked for a refund due to the flight cancellation. XXXX XXXX refused to abide by the law of the United States ( that is, if the airline cancels a flight, they are to refund the ticket ). XXXX was not able to assist. 

On XX/XX/XXXX, I contacted Chase Visa Card Services at XXXX, by telphone and spoke with XXXX ( name " XXXX '' ) to dispute these charges based on the fact that the merchant, XXXX XXXX, did not provide the service and refused the refund. Chase said it would reverse the charges, but did not. 

On XX/XX/XXXX, I wrote a letter to Chase disputing these charges from XXXX XXXX. I also disputed other charges that have since been resolved. Chase reponded on XX/XX/XXXX, and gave me less than a week to respond. I attach their response to me, as well as the form they asked me to complete. 

On XX/XX/XXXX, I called Chase and spoke with a woman who did not seem to understand that the pandemic forced many commercial passenger flights to be cancelled and that therefore airlines denied service to paying customers. Several airlines, including XXXX XXXX, also refused refunds and instead tried to issue credits. 
She asked me for proof of cancellation, such as an email from the airline, stating that flight was cancelled. The best I have been able to come up with is a press release, dated XX/XX/XXXX, from XXXX XXXX, stating that service is suspended through XX/XX/XXXX. I did not receive any written communications directly from XXXX XXXX, and XXXX maintained its communications with me by telephone. It seems to me that XXXX and XXXX XXXX were very careful not to put explicit flight cancellations in writing to individual customers ; however, a corporate press release suspending all flights seems sufficient proof to conclude that the flights did not occur by the airline 's choice and that I am entitled to a refund under the law. Please note that I did not cancel these flights.

Company response to consumer: Closed with monetary relief