Consumer complaint received 2022-03-20
Company: JPMORGAN CHASE & CO.
State: CO
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:
I am writing to complain about a transaction on my Chase XXXX credit card. 

I filed a dispute for a charge of {$7700.00} to my XXXX XXXX XXXX account ending in XXXX. The subject charge was posted to my account on XX/XX/XXXX. The charge is for a cruise purchased from XXXX, the cruise provider. The cruise date is XX/XX/XXXX. On XX/XX/XXXX, XXXX informed me through my travel agent that XXXX was suspending all operations and was cancelling the purchased cruise. XXXX has filed bankruptcy and is currently in the process of liquidating all its assets. Therefore, the purchased services have not and will not be provided by XXXX and in turn will not be received by the undersigned as the purchaser and cardholder/obligor. 

I filed a secure message with Chase on XX/XX/XXXX requesting refund due to non-performance. On XX/XX/XXXX I receive communication back through Chase Notices and letters about my accounts. The statement said Based on the information available, we found that a significant amount of time has passed since the date of the charge. Despite our efforts, the merchant is not willing to credit my account. The merchant isnt required to credit my account because the charge took place too long ago. I followed up with a phone call and spoke to Chase to try and get more information about the denial and was told XXXX days is the limit and we are at XXXX. Chase has denied my claim on the basis that the dispute was not timely filed in accordance with Chases filing deadlines ( based on the date of the charge in XXXX ) and said it was a rule imposed by XXXX. 

I informed Chase customer service representatives telephonically and their Disputes Department in writing, the purchased cruise services scheduled for XX/XX/XXXX. Clearly, the basis for the dispute did not arise until I received notice of cancellation from the cruise provider on XX/XX/XXXX that it was suspending all services. As indicated above, XXXX is no longer operational and is liquidating all assets. Therefore, a dispute of this nature could not be filed until notice of the cancellation was received from XXXX, after which time the dispute was timely filed. 

I believe their customer service representatives are misinformed regarding the companys policies with respect to the timeliness of filing disputes, along with the requirements of the Fair Credit Billing Act ( XXXXXXXX XXXX XXXX XXXX XXXX XXXX. Although it is generally a customers responsibility to file a claim within XXXX days following the statement containing the disputed transaction as provided for under the XXXX, and the general time frame allowed for chargebacks under the XXXX chargeback guide is XXXX days from the transaction date, when the merchant is bankrupt, that time frame is generally extended to XXXX  days from the expected date of service. In this case, the expected date of service is XX/XX/XXXX, so the filing of the subject dispute is timely.

Company response to consumer: Closed with explanation