Consumer complaint received 2020-06-18
Company: JPMORGAN CHASE & CO.
State: CA
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:
XXXX vs CHASE vs ME. 

No resolve on duplicate charges for an overnight stay on business, despite working with the vendor and credit company. 

Statement of facts : I booked a stay at the XXXX XXXX  in XXXX XXXX XXXX on XX/XX/2020 through XXXX  using my CHASE Sapphire Visa credit card. For reasons unknown, reason, and upon completion, the date I had selected for my booking didnt populate correctly and promptly attempted to correct it. The XXXX website prompted me to contact their customer service team by telephone for assistance, so I did. 

The XXXX  customer service representative told me that since the booking was just made, the only way to correct the date on the booking was to cancel the reservation and start a new one. The XXXX customer service representative also assured me that I would not be charged any additional fees and that I would be refunded the amount of the booking they canceled for me to my CHASE Sapphire Visa credit card. The XXXX agent said the full amount would be refunded, minus the {$19.00} service fee, that would be applied to the new booking, within 1-3 weeks. I agreed and provided my CHASE Sapphire credit card information again over the telephone, so the agent could complete the updated booking for me The XXXX customer service agent confirmed the new booking with me and again said I would be issued a full refund for the canceled reservation and the {$19.00} service fee would be credited to the new booking since the booking was made on this same day. I thanked the XXXX rep and hung up. 

Several weeks later and after receiving my next statement, I noticed that I was charged twice on XX/XX/2020 in the amount of {$210.00} and that no credit had been issued from XXXX. I called the XXXX   customer support number again to inquire about the status of the refund from the booking they had to cancel for me. The XXXX agent told me no information was available and advised me to contact my credit card company ( CHASE ). 

So, I contacted CHASE after disputing this charge on my statement. CHASE sent me a letter, letting me know that they were investigating the charge with the merchant ( XXXX  ) and would contact me again through the secure messaging service on CHASE.COM. After several weeks of passing, I received a notice from CHASE letting me know that they believed the charge to be valid. the notice instructed me to contact the CHASE customer service rep listed on the letter if I had any questions regarding the resolution. So, I called. 

The CHASE representative said that If I had additional information, I should have sent it. I said that I did and can email it anytime since the COVID shelter in order prevents me from going anywhere to use a fax. The CHASE agent provided me with an email address to send information since they had turned off the secure message feature on their site for all customers. I gathered this information and emailed it to the address provided. I was instructed to wait a few weeks and to call back if I didn't hear anything from them. 

Several weeks later, after receiving my next statement, I called CHASE customer service again to see if they had received my email. Well as it turns out, there was a typo in the email address and that they never received anything. was told the dispute was closed. The CHASE agent said that I can resend the information again to the email provide and reference the initial dispute. So I did. CHASE received my statement of facts and supporting documents and started a new dispute with XXXX. 

CHASE just got back to me with a letter telling me the following '' ... we found that a significant amount of time has passed since the date of this charge. Despite our efforts, the merchant is not willing to credit your account. We consider the charge valid based on the results of our research. 

In short, I followed every step to resolve this matter and believe that I am getting taking advantage of by both the merchant ( XXXX ) as well as CHASE ( the credit card company ). I've been dealing with this for several months but neither the CHASE nor XXXX is willing to provide any resolve or additional information.

Company response to consumer: Closed with monetary relief