Consumer complaint received 2022-11-18
Company: JPMORGAN CHASE & CO.
State: IL
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 used my Chase Southwest credit card  account ending in XXXX to purchase three airline tickets and a lap seat to the XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX using the website XXXX XXXX XXXX XXXX I received an itinerary/receipt to my email, XXXX, from XXXX ( not XXXX XXXX XXXX ) for the airline tickets that I purchased using my Chase card ( see attached ). 

There were a few red flags from the very beginning but didnt think much of it right away. The first problem was I made one reservation with the wrong last name. When I called back to see what I had to do XXXX from the ticket company said he would fix it right away no problem. This was all done on the same so not much time in between had passed. I received an email with with our names confirmed along with airline and ticket numbers. 

On XX/XX/XXXX, my XXXX and I decided to travel without our children to the destination. I called XXXX XXXX XXXX on the same date to cancel our XXXX XXXX seat as well as our XXXX XXXX XXXX XXXX. The company said that it would cost {$170.00} per person to cancel their flights ( including the XXXX XXXX seat ticket which was a free ticket to begin with ). I reviewed the available information on the website and it stated that it was {$40.00} to cancel a flight. This was our second red flag. Do I told them to not cancel our tickets yet, I would call back to further discuss options. 

Continuing on the same date ( XX/XX/XXXX ), my XXXX  and I both spoke to XXXX at XXXX XXXX XXXX regarding cancellation of the tickets. He said the fee was due to the airline, XXXX, charging that dollar amount and not his company. We learned this was false during my online chat with XXXX. 

Continuing on the same date, I initiated a chat with XXXX XXXX regarding XXXX ( and/or XXXX  ) Reservation # XXXX. XXXX did not locate any reservation using the reservation number, our names, our phone numbers or any other Personal Identifiable Information ( PII ). The XXXX representative stated that they would still be able to locate the tickets even though we used a third party to purchase the tickets. This was a huge red flag. We had no valid tickets with the airline company. 

Over the next few days, we conducted some XXXX XXXX XXXX XXXX XXXX XXXX regarding XXXX XXXX XXXX. We also searched the flight numbers and they were not valid flight numbers with XXXX. Most of the customer reviews said the company was a scam and to not use them. The ones that were defrauded stated that the company cancelled their " flights '' the day of or before their departure date and then the victims ( customer ) would be left scrambling for a last-minute flight. The company would then state that they could assist in rebooking a new ticket but it would cost another large fee plus the cost of the tickets. This was starting to sound like our situation and we didn't want to fall victim to this scheme. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

On or around the week of XX/XX/XXXX, I called Chase to report the above activity. I spoke with someone in the Fraud Department. I relayed all the pertinent information to this representative. They refunded me the {$2000.00}, canceled my current card, and sent me a new card due to the fraudulent activity. 

On XX/XX/XXXX, I noticed the charge back in my account as Chase investigated and found there was no fraudulent charges. Then, I called Chase and spoke to someone who advised me to go into my Chase account and submit a dispute rather than a fraudulent charge for {$2000.00} to Chase Bank Card Services. 

On XX/XX/XXXX, I reviewed a letter I received from Card Services stating the charges stand and will remain on my account. 

XXXX a supervisor at Chase Executive office accepted my phone call and told me that they investigated and because I gave this company my credit card number it was valid and they refuse to help me. This dispute should be valid due to us never receiving a product.We have no tickets, have never received any tickets or vouchers. I contacted XXXX again regarding XXXX statement that they investigated and again, XXXX had no record of tickets or payments from a company coming into them to reserve our tickets. XXXX from chase suggested I call the company myself again and try to resolve. I had my husband make the calls. It was the same XXXX and he said the only way he could help us more was if we did a reversal of dispute through the bank and he wasnt making much sense on his end at all. This company has been lying and Chase is letting them treat and get away with fraud with a long time customer. 

XXXX XXXX XXXX is a fraudulent company that needs to be addressed as they have victimized several US customers. Chase Credit card services should be doing better to protect their loyal customers.

Company response to consumer: Closed with explanation