Consumer complaint received 2022-07-20
Company: JPMORGAN CHASE & CO.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Late or other fees

Complaint:
I would like to file a complaint against Chase fraud claims department due to the following : On XX/XX/XXXX i was stranded in XXXX with my family due to an error that occurred while purchasing my flight ticket to go back home. I used XXXX to find and purchase my ticket as it was a great deal and price was very convenient. As i had entered my card information on the website, i noticed the date of flight was incorrectly selected. My intention was to select my flight in the next 2 days, but got confused with the month of XXXX instead of selecting XXXX. I noticed that before submitting my payment and as i retracted back to select the correct date, the payment still went through and it did not give me a chance to make the change. I thought i wouldn't go through since Chase always sends an alert to me when i make large purchase to make sure its me making the purchase. This time it did not notify me via text message and Chase didn't consider this a fraud and processed the payment. I immediately called the customer service number for XXXX and waited for 1hr to speak to an agent regarding the issue. Because it was less than 24 hours from the transaction, the agent told me i can cancel with a charge or i can change the date for my flight to the correct date for an additional charge to top it off. I agreed to pay the extra charge as i really had to get back home to start work again. The agent told me that there was no flights that could be found for the dates selected. I selected 4 different dates and they had no flights for the days selected. So they basically could not help me to change the flight date and asked me to find a flight with XXXX XXXX on their site and call them back if i found a date that would be convenient for me. I hung up with them and went on the XXXX XXXX website and found many available flight dates that would suite my needs. I called them back to let them know if had found available flight for the date i needed, they told me they couldn't find the dates i had found on the XXXX XXXX  site and none of the dates where available. I figured, this is a scam. The agent helping me said that i would have to hurry because wouldn't be able to make changes if i past more than 24 hrs. from the transaction time. I asked the agent what where my options, and the agent said, you can cancel, but you will be charged a fee, i told her that was not my intention and i would just rather change the date because the refund would take too long and i no other money to purchase a new ticket. I hung up to call my bank CHASE JP MORGAN, luckily it was open due to the time zone. Spoke to a representative and told her exactly what happened. She said i shouldn't worry and that they would file a claim and take care of the issue for me and that i would receive a credit on my account but that i also had to call them back and do my diligence and cancel the flight so they can start a refund for me. I followed the Chase representative instructions. I called back to XXXX and i was told something different from the past 2 agents i had spoke to. Basically she said i couldn't cancel because i had past the 24 hours, i told her it is not 24 hours yet, i had literally 4 hours left from the 24 hrs i was told i had to make any changes. So she said basically i had no other choice and that i couldn't change my flight or cancel. 
I thought to my self this is a scam, i was basically scammed told wrong information from the beginning. of course they don't want to loose, so i had to loose almost {$1000.00} US dollars for a flight ticket that was not used, they profited and I lost. I thought how could this be possible to lose close to {$1000.00}?. But the only think that aleviated the pain in losing the {$1000.00}, was the fact that i was told by my bank that it would be taken care of. Today, I received a letter with vague information. : " we found that the transaction was processed according to the information you provided or was authorized '' First of all how did you come to this conclusion? what kind of investigation and proof was provided? Did they pull out phone call records and recording on the day i called? Wrong information was given to me. second of all, I did not authorized the transaction, I tried to go back after before submitting payment and the payment still went through this was not my fault. And why didnt i receive a text message from Chase to check if it was me making this purchase so that i could have declined it? I was promised it would be taken care of and now it put me at a negative on my account. I lost {$1000.00} that i didnt even use the flight ticket. i was told by the agency everything would be ok, and that i could change my flight, but yet there was not flights available for the dates selected. I was told i could cancel for a fee, which i was ok with it, but when i called back for the 3rd time i was told 24 hrs past since the transaction but yet still had 4 hours left. This is ALL A SCAM, period. Websites like this one should not be allowed to do business. I'm sure there are many people out there like me, that never got there money back. This is totally wrong and unacceptable for the consumers. I would like my money back as soon as possible. The only reason i had to go to XXXX was because my father was sick, i borrowed money to buy my ticket. I dont make a lot of money to just gift this scam company my money. Please help me resolve this issue with whom ever you need to. I think Chase didnt do a great job in investigating details on this transaction and just went base what ever the agent told them. They are a scam, how can someone believe them. Please help me. Thank you so much!

Company response to consumer: Closed with monetary relief