Consumer complaint received 2016-07-30
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card
Issue: Transaction issue

Complaint:
I disputed a credit card charge with a rental agency after they cancelled my original contract and would not provide a refund. This particular dispute has been a drawn out and extremely frustrating process, especially when it is blatantly obvious that this is an invalid charge. My credit card company came back and said I was responsible because services were rendered. They thought I had accepted an alternative option ( different condo ) and stayed there. I never signed a new contract, accepted an alternative, or stayed in a property managed by the company. When I clarified this with my credit card company and reopened the dispute. They claimed I was responsible because the time window had passed to dispute Timeline : My reservation was originally made on XX/XX/2015. This contract specifically has the stated address for the XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX ) in which I booked a XXXX bedroom suite for XX/XX/2015-XX/XX/2015. 

On XX/XX/2015. I was contacted by XXXX XXXX of XXXX XXXX informing me that our reservation was cancelled by the merchant I then spoke with the company asking if they had any alternative rental properties. The new property was not in the location that I originally booked, therefore I did not accept the offer or stay there. I called XXXX XXXX of XXXX XXXX the following week and declined accepting the other property. The new unit was n't in the same location as the original property ( XXXX XXXX ) but rather XXXX miles away ( XXXX XXXX ). 

XXXX informed me that the owner had already been paid and thus they were not offering me a refund. I did NOT accept the new property, did NOT receive, accept or sign a new contract. The original contract was CANCELLED by the merchant. This is as if I had paid for the XXXX XXXX and they overbooked me and offered to put me in a XXXX XXXX XXXX miles away without my consent and still charged me for the XXXX. 

I did NOT stay at this new property. I did book a hotel room at the XXXX XXXX XXXX on my chase card for the same time period, as my original contract was cancelled. 

I promptly disputed the charge in XX/XX/XXXX. 

After disputing the charge I sent a detailed description along with supporting documentation to the disputes team on at least 3 occasions. The faxes eventually received by the disputes team were incomplete and did not have all the information that I had faxed. 

I received correspondence in XX/XX/XXXX to send more supporting evidence. I sent the additional evidence again, multiple times via fax, for whatever reason all of my information was not received. 

When I received mail correspondence from Chase in XX/XX/XXXX that I was responsible for the charge and/or could provide additional information. I promptly called and finally got all the information delivered to the disputes team. 

I have received conflicting remarks from the disputes team saying that my dispute was rejected for two different reasons : 1 ) untimely submission of evidence, and 2 ) the new property was sufficient as a replacement. I would argue with either of these responses. I took action immediately in XX/XX/XXXX to dispute the charge and have time after time submitted promptly detailed information to support my dispute ( I ca n't control or explain why all of my faxes were not received by the dispute team. Additionally, I have called multiple times over the course of the dispute requesting that I be communicated via phone. I never was reached by phone. With regards to the property being a sufficient replacement. I do not understand this reasoning. I had a contract for a specific address. That contract was then CANCELLED by the merchant. A new condo was sent as an alternative, which was rejected. My credit card is still holding me responsible because of the lapsed time which was in no way a result of me not being proactive.

Company response to consumer: Closed with explanation