Consumer complaint received 2021-01-14
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/2020 I purchased concert tickets for my daughter for a show that was to happen in XXXX of that year in XXXX. The tickets we're for {$600.00}. ( A ) The event was XXXXXXXX XXXX. 

On XX/XX/XXXX the concert was postponed due to Covid until XXXX of the following year. My daughter was not yet XXXX and I could accompany her to XXXX but the XXXX dates did not work for us. 

I called the company to get a refund but they said it was past the allotted time for a refund. ( 7 days ) They claimed they sent me an e-mail but the e-mail address they allegedly sent it to was not one I had, or ever had. 

I disputed the charge with my credit card company, Chase, stating I did not receive the service I paid for. XXXX XXXX, the concert name, sent information showing that I had the tickets so I actually DID receive what I paid for. Their PROOF was a receipt for a different dollar amount and for a person that wasn't even me! ( B ) It was for a person named XXXX who lived in New York. ( If you look at ( B ) you will see neither the dollar amounts, name, or dates match! ) Chase unfortunately STILL took their side because I had stated that " I didn't receive the service '' Basically, that I filed the complaint wrong. They said I could re-submit and open the file back up. I did, and they came back that I was too late. 

Now in XXXX they postponed the event again and again gave a 7 day window for a refund. I carefully submitted my refund request. I photographed the screen after I submitted it. ( D ) After receiving no response from them I actually contacted the ticket vendor for the show, Front Gate Tickets, and explained the entire situation. They sent me an e-mail, ( E ), showing that I had already received a refund. If you look at the form, none of the days or dollar amounts match. ( The final refund they are claiming I received happened before I even bought the original ticket! ) It was clearly not my account and I asked several items to show my name on these " refunds '' and they simply stopped responding to me. 

I called Chase to again re-open my claim. By this point I had clearly been flagged as a complainer as they were short with me, rude to me, and I was even hung up on twice. I re-submitted my claim, and they denied me again. When I called to ask why, AGAIN, I was told the case was too old. I asked to speak with a Supervisor, was placed on hold for quite some time, then she explained to me that since the original claim was filed incorrectly they would not help me. 

I am beyond frustrated and disappointed in Chase for not only NOT having a customers back but for making me feel like I had done something wrong and I was bothering them! 
I would appreciate any help you can provide. 

I'd also like to note that 3 other girls were to go to this show with my daughter. They all asked for refunds and were ALL denied. Their credit card companies just had their backs!

Company response to consumer: Closed with explanation