Consumer complaint received 2022-09-12
Company: JPMORGAN CHASE & CO.
State: VA
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: Overcharged for something you did purchase with the card

Complaint:
I used my United Explorer Mileage Plus Chase credit card to reserve a hotel room in XX/XX/2022, in XXXX XXXX, North Carolina, through the United app on my phone. I received the confirmation code by email, which confirmed my one-room reservation. Upon checking-in at the hotel, I received the information that there were two rooms reserved under my name. I explained that I had reserved just one room and that was probably a duplicate charge and asked the second reservation to be cancelled, as I was not aware there was an additional reservation, since the email I received confirmed just one-room. The hotel staff ( front desk ) said I had to call the reservation line to ask for the cancellation. Upon entering the my hotel room, I called reservation who told me I had to call my credit card company since the reservation had been done through a third-party website. I called the credit card, who told me I had to call the hotel reservation line and this became an almost two hour ordeal with one party sending me to another and vice-versa. Upon returning from the one-night trip, I contacted Chase dispute line and explained that there were duplicate charges for the single hotel room I had reserved and that I had not been able to resolve it after contacting the different parties. I paid for the one reservation I had made ( {$210.00} ) and said I was disputing the second one as a duplicate. A dispute was opened and later on I received a letter from the credit card saying I was found responsible for both reservations since I did not follow the hotel cancellation policy. I appealed the resolution In XX/XX/2022 and explained that I was unaware there were two reservations, that had reserved just one room and that was exactly what was stated in the email confirmation I had received, just one-room ( which was accurate ), therefore the dispute ( and the resolution ) could not be centered at the whether I complied with the cancellation policy or not but rather based on the fact that I had been charged twice for a single purchase and I only found out about it upon arriving at the hotel. I decided to reapply and reopen the dispute and sent a letter by mail to the dispute/fraud resolution team at Chase and attached the email confirming my one-room hotel reservation. I called the dispute resolution team multiple times and was told ( at least twice ) that the original claim had been wrongfully processed by whoever did it and that they would open a new claim and it would be resolved soon. To my surprise, I received a final letter on XXXX XXXX, 2022, from Chase card stating that " based on the information that we have available, the results of our investigation remain the same '', therefore, I continued to be found liable for the double/erroneous charge. I called dispute/fraud resolution again and requested a copy of the documents reviewed during the investigation based on what the credit card considered that I had indeed reserved two rooms. After spending 45 minutes on the call, on XXXX XXXX, 2022, and speaking with the dispute supervisor who identified herself as " XXXX '', I was transferred to the customer service team, and then back again to the dispute/fraud team. At the end, all teams told me the only documentation I could/would receive was the XXXX XXXXletter with a one-line sentence stating their investigation had remained the same. Due to the lack of trust on the credit card company I have already cancelled such credit card and have no intentions to ever deal with Chase again in any capacity. However, I was told that I have to pay for the second room reservation ( in the amount of {$210.00} ) I had not done and that the credit card will report it to the credit agencies. It is not a matter of the amount per se but the fact that a credit card can erroneously charge a consumer for what was clear a mistake somewhere along the chain that none of parties took responsibility and can blatantly deny access to the documents of the investigation to a consumer who engaged in good faith with the service provider. I am 100 % certain that there is no confirmation, anywhere, that I had reserved two rooms. However, despite my detailed explanation in a letter, the proof of my one-room reservation, my multiple calls, my request to receive a copy of the documentation, at the end, I feel like I can't do anything to stop this erroneous charge and no one took responsibility for the error and I, as the consumer, have to pay for something I did not purchase/the reservation of an additional room I did not make. I am here writing this in hopes that lack of accountability such as this will not be tolerated and that consumers will not be the one paying the price at the end.

Company response to consumer: Closed with monetary relief