Consumer complaint received 2021-12-31
Company: JPMORGAN CHASE & CO.
State: WI
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
I booked a group vacation with XXXX, The XXXX XXXX XXXX XXXX XX/XX/XXXX. I was scheduled to travel to XXXX with them on XX/XX/XXXX. All dates are in XXXX format to match my receipts and emails sent by XXXX XXXX. 

I paid XXXX USD from my JPMorgan Chase Bankcard ending XXXX on XX/XX/XXXX. ( Exhibit 1 ). 

XXXX XXXX postponed my trip on XX/XX/XXXX, due to Covid travel restrictions via email. ( Exhibit 2 ) They gave me some options including, rescheduling to a later date ; however, with travel completely shut down, I accepted a refund credit note which was due to expire on XX/XX/XXXX ( Exhibit 3 ). It was made very clear that I would have been fully refunded if I didn't use the voucher. ( Exhibit 4 -Follow-up email sent by XXXX XXXX on XX/XX/XXXX ). 

On XX/XX/XXXX, I was notified by XXXX that they were being placed in administration immediately. ( Exhibit 5 ). At this stage, I became aware that I would not receive the services that I paid for. 

Under the Fair Credit Billing Act, it is my right to claim a refund when the service I paid for is not received due to a company 's bankruptcy. 

I immediately contacted Chase and attempted to open up a chargeback dispute using the Visa chargeback code : XXXX Merchandise services not received. On XX/XX/XXXX, Chase denied my request and gave me no option to appeal or provide more information. ( Exhibit 6 ). I also attempted to speak to my banker at my local branch about disputing this charge and was told there was nothing I could do. 

I have been informed that the reason for this is that XXXX XXXX XXXX merchant acquirer XXXX challenged my dispute with JPMorgan because I may have been told that XXXX XXXX XXXX financial failure insurance protected me on their XXXX XXXX XXXX  which is incorrect. I was told this repeatedly before booking. 

I am told that the financial failure insurance was always in place for XXXX XXXX customers. However, from XX/XX/XXXX, XXXX XXXX ensured every customer globally, and they changed the XXXX XXXX XXXXXXXX to reflect this on XX/XX/XXXX. As I booked before this time, I am not insured or protected by any other method. 

When my bank flagged the challenge, they should have shown me evidence that clearly shows that I am not insured. I would have been able to submit the XXXX XXXX XXXX relevant to my booking, which indicates that the financial failure insurance was for XXXX customers only. I would have also submitted a flowchart provided by the insolvency practitioner, XXXX, which was sent to all XXXX XXXX customers. XXXX informed me that this flowchart was agreed upon and approved by XXXX themselves. Please see the red box in the bottom-left corner clearly showing that the insurance is for XXXX customers only. 

Please see Exhibit 7, the Terms and Conditions relevant to my booking. Exhibit 8 is the refund flowchart provided by XXXX, and Exhibit 9 is the email from the insolvency practitioners, XXXX showing that I am not protected by insurance. 

The time limit for making a claim should start from the date you were expecting to receive the service/trip, not from the purchase date, given that you are buying something to be delivered in the future. In my case, this date should be my refund credit note expiration date of XX/XX/XXXX. Alternatively, they may use the date I found out that I would not receive the trip ( XX/XX/XXXX ). 

Here are Visas rules : Visa claims that a dispute must be processed no later than either : 120 calendar days from the Transaction Processing Date 120 calendar days from the last date that the Cardholder expected to receive the merchandise or services ( Not to exceed 540 calendar days from the Transaction Processing Date ). 

I have been informed by the insolvency practitioners XXXX that all credit card paying customers should go to their banks for a refund. The XXXX Government-backed Civil Aviation Authority is advising me to do the same via this letter http : XXXX I want JPMorgan to reopen my timely dispute and refund me under the Fair Credit Billing Act.

Company response to consumer: Closed with explanation