Consumer complaint received 2022-06-21
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
This complaint concerns a purchase of a plane ticket with XXXX from origin location of XXXX to end destination of XXXX, and the subsequent unsuccessful dispute of this charge with Chase Bank. I spoke with a customer representative from XXXX and they told me I would get a full refund for my ticket ( {$1100.00} with {$85.00} in addons ), so I followed the representative 's advice and cancelled the ticket. I later purchased another ticket from the same origin to the same destination which I have to this day ( not cancelled ). However, when I received the refund for the first ticket, it was only a partial refund ( {$100.00} ), contrary to the information I received from the XXXX representative, so I am seeking a refund for the first ticket I cancelled based on the information given to me by the XXXX representative. I have attempted to fix the issue with XXXX to no avail. I have attempted fix the issue via a dispute with my bank to no avail.

According to the US Department of Transportation : " Non-refundable tickets - Consumers who purchase non-refundable tickets are not entitled to a refund UNLESS THE AIRLINE MAKES A PROMISE TO PROVIDE A REFUND or the airline cancels a flight or makes a significant schedule change. '' Source : https : //www.transportation.gov/individuals/aviation-consumer-protection/refunds Below is a timeline of events : XXXX XX/XX/2022 : Booked XXXX flight with booking code XXXX  XXXX XX/XX/2022 : Called XXXX to cancel the flight because of external circumstances with the dates of the trip. I was told by the XXXX agent on the XXXX of XXXX that I could cancel the ticket and receive a full refund. Based on his advice, I cancelled the ticket. I would not have cancelled the ticket if I was told I would not receive a full refund. 

XXXX XX/XX/2022 : I called XXXX twice to inquire about the status of my refund. I was informed that I was reimbursed for the fees/taxes of the ticket, but not the full ticket price. According to them, the ticket was non-refundable ( less fees/taxes ) and there was nothing else they could do. I inquired if I could classify the ticket as a re-booking for the other flight I made with booking code XXXX. I was told they could not reclassify the ticket as a re-booking because the ticket with booking code XXXX was already cancelled. 

XXXX XX/XX/2022 : I disputed the charge through Chases website. The reasoning I gave to the Chase dispute agent over the phone was : I was told by the XXXX agent on the XXXX of XXXX that I could cancel the ticket and receive a full refund. I did not receive a full refund, only a refund of the fees and taxes, not the price of the ticket. I would not have cancelled the ticket if I knew I would not get a full refund. The Chase dispute agent informed me that she would add these additional details to my dispute. I was told by the agent that that merchant would have 15 days to respond to the dispute, and that at that point I would be contacted about resolution of the issue or any follow-up actions. Called Chase and instructed them to update the dispute with the information that XXXX misrepresented the material fact of a full refund which induced me to act in reliance on the misrepresentation by cancelling the transaction with an expectation of a full refund. 

XXXX XX/XX/2022 : I received notification that Chase is closing the dispute in XXXX favor because XXXX sent over documentation indicating that this purchase was not entitled to a full refund. However, this ignores the fact that the XXXX representative fraudulently induced me to get refund in our conversation, during which they stated that I would be entitled to a full refund ( when in actuality it would be a partial refund ). I would not have sought to refund my purchase if they had not induced me to do so with fraudulent statements. After this, I submitted a complaint with the United States Department of Transportation against XXXX, which is currently pending. 

XXXX XX/XX/2022 : Submission of this enclosed complaint with the CFPB.

Company response to consumer: Closed with explanation