Consumer complaint received 2023-09-24
Company: JPMORGAN CHASE & CO.
State: MD
Product: Credit 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:
On XX/XX/2023 we used XXXX  XXXXXXX XXXX to purchase three economy-class one-way tickets ( one adult and two children ) from XXXX ( XXXX ) to XXXX  XXXX XXXX XXXX, departing on XX/XX/2023. The website listed US {$540.00} per standard one-way ticket ( US {$470.00} plus US {$67.00} Taxes, airline fee and agent booking fee per ticket ). The total amount listed for these three tickets was US {$1600.00}, and after providing the passengers names we authorized the payment of US {$1600.00} with our Chase credit card. 

To our shock, the purchase confirmation email we received moments later listed a total of US {$6900.00}. The included receipt lists completely different amounts than what we were shown on the website : US {$2300.00} per ticket, consisting of a US {$760.00} fare plus US {$1500.00} booking fee per person! Outrageous amounts for these tickets, and obviously fraudulent with booking fees 2300 % of what was shown to us ( these booking fees are just that, they dont include any airline fees or taxes ). 

We immediately contacted XXXX while our credit card charge was still shown as pending. We were assured that someone would call us back within 24 hours. When they didnt, we called again, and were told the case had been escalated and we would be contacted very soon. Over the course of two weeks were were told the same over and over, but they never called back. 

We have reported this fraud by XXXX to the Federal Trade Commission. 

In the meantime, we called Chase, reported what happened and they cancelled our credit card and issued a new one. They told us to wait for the fraudulent charge to appear on the online statement and then file a dispute. We did, and called Chase several more times about this and were repeatedly told that we would be contacted by them if they needed more information from us ( e.g. we had screenshots of their website, which we told them ). 

To our huge surprise on XX/XX/2023 we received a letter from Chase in which they stated that they considered the disputed US {$6900.00} charge as valid because it matched the receipt provided by XXXX That fabricated receipt was however the very problem what this dispute was about! 

We contacted Chase again, and had the dispute reopened as they had never contacted us for the additional information we already had told them we had. This time we immediately uploaded the screenshots proving our case. Soon after the dispute went into a waiting for vendor response status. 

It remained in this status for months. In the meantime we traveled abroad and after we returned late XX/XX/2023 it still had this status. Then, a few days later when we wanted to call Chase about it, we noticed that the whole dispute suddenly had completely disappeared from their website! We called them, and were told that the dispute had been closed because the vendor disagreed, didnt want to return the money, and 180 days had passed. 

And that was it for Chase. No official letter, nothing, no option for us to escalate this, nothing. They offered to connect us with a customer representative to close our credit card if we wanted to. Thats it. I doubt they even looked at the clear evidence of the fraud we provided. Chase acted like fraudsters themselves. 

If a vendor only has to produce a falsified receipt for Chase, what kind of credit card fraud protection is that giving the customer?

Company response to consumer: Closed with explanation