Consumer complaint received 2020-10-06
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:
XX/XX/2020 I purchased a RT ticket on United Airlines from XXXX to XXXX. My flight was scheduled for XX/XX/2020 and return to XXXX on XX/XX/2020. I canceled a previously purchased ticket on XX/XX/XXXX within 24 hours ( after the travel ban issued ) and was refunded the ticket as per United policy of full refund within 24hours of cancellation. That detail will be important now. 

United never notified me anything about my return to XXXX on XX/XX/2020. I work there and it was a work-related trip. ( I don't have travel restrictions as per XXXX XXXX  ). Shortly before my return, I inquired with United about my return and they simply canceled my return flight and refused to even try to schedule me on an alternate route that all airlines do. I got stranded in US as a one-way ticket last moment is super expensive. I asked United to issue me a refund and they refused claiming my ticket was non-refundable which is against the law as they are the ones who violated our contract and canceled my trip. I disputed the charge with Chase United and they have issued a temporary credit while investigating the issue stating it will be permanent after 45 days. In the meantime, I wrote to the department of transportation and they reaffirmed my claim and stated they will instruct United to issue me full credit. XX/XX/2020, I received an email ( attached ) from United Airlines that they will issue full credit after getting instructions from the department of transportation and additional review. 
It was very surprising to me when Chase send me a letter dated XX/XX/2020 reversing the charge more than 45 days after claiming the original United position and refusal to issue a refund. I called Chase right away and was instructed to send all info which I did via fax and certified mail XX/XX/2020. ( have my receipts for proof, letter attached ) I was sure it will be resolved in few weeks and a refund will be issued. The United representative kept telling me she doesn't understand what's happening with my bank and I should call them. XX/XX/2020 I called to inquire and follow up on the info I submitted as per refund and what's the hold up. A very nasty and condescending person was lecturing me how they issued me two refunds - one on XX/XX/2020, and one in XXXX so they reversed one as they overpaid me. When I told her that the XX/XX/XXXX had nothing to do with this ticket as it was for a different ticket which was refunded by United as per 24-hour cancellation, she got rude and hang up on me. I kept calling and go to other people who were incompetent, rude, and unprofessional questioning me, not even bothering to check their mistakes. As of today, Chase United pretty much robbed me and refuses to issue a refund which United fully agreed to refund. Is beyond absurd that the dispute department in Chase United are unprofessional, unqualified and should all be fired  as they are not capable of protecting their customers. It would have never ever happened with XXXX. I demand my refund immediately plus compensation for time talking to an incompetent chase representative, losing work, and have to spend hours to resolve this plus spending money on certified letters and hours at the post office. Chase United should be heavily fined and forced to hire and train their employees. This is absurd!

Company response to consumer: Closed with monetary relief