Consumer complaint received 2021-06-08
Company: JPMORGAN CHASE & CO.
State: PA
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:
Case # : XXXX To Whom It May Concern : We are writing regarding the outcome of Dispute Notification XXXX as we can provide evidence that XXXX XXXX XXXX of XXXX XXXX, XXXX provided false information. We are requesting that you reopen this case considering the new evidence below. 

1 ) In her letter to you dated XX/XX/2021, XXXX XXXX XXXX of XXXX XXXX, XXXX states that the protests we referred to were of short duration. This is false. In addition, XXXX  use of quotation marks around the word protests indicates that she is attempting to convey that the situation was not of a serious nature. This is also false. 

On XX/XX/2021 we arrived at the XXXX XXXX  XXXX at XXXX. Our ferry was due to leave at XXXX. Shortly after we arrived, we were notified that protestors in kayaks were blocking ferries and not allowing any boats into the terminal in XXXX. We were told that the issue may be resolved so that we should continue to wait, which we did. XXXX residents began to arrive at the XXXX XXXX  XXXX for the XXXX ferry but were locked out of the terminal and were told that they could not enter because the port in XXXX was blocked. The residents of XXXX were understandably upset and at around XXXX, two men scaled the fences, broke down the barriers and a physical and verbal altercation erupted between the security guards and the XXXX residents. We were told that ferry services were being fully suspended and we informed XXXX of such. 

Evidence of this can be found via the following : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) In her letter to you dated XX/XX/2021, XXXX XXXX XXXX of XXXX XXXX XXXX XXXX states that we were provided with optional ways to travel which we chose not to use. She also states that she denied our request for a refund as other forms of travel were available. This is false. 

We inquired with XXXX XXXX XXXX, XXXX XXXX, XXXX and XXXX XXXX XXXX, all of which were either unresponsive or not accepting any more reservations or providing further transportation due to the onslaught of other travelers and residents that were frantically trying to get to XXXX as a result of the ferry cancellation. We were more than willing to procure alternative means of transportation at additional cost, but they simply were not available. 

3 ) In her letter to you dated XX/XX/2021, XXXX XXXX XXXX of XXXX XXXX, XXXX states that we contacted her to inform her that we were having travel difficulties due to the ferry service and that we wanted to cancel my reservation. 

At no time did we inform XXXX that we wanted to cancel the reservation. She uses the text messages between us as evidence, but the text messages clearly state that we were told the ferries were shut down. XXXX  inability to provide accurate information renders her entire letter to you invalid. 

The summary of your investigation states that you have, reviewed the information available and found that you either received the services or the merchant made them available for your use. You state that we are not due a credit because the services you purchased were received or available to use. This is incorrect. We had every intention of using the merchants services and did everything within our power to procure alternative means of transportation to XXXX. So, while services were available, they were in no way accessible. 

Under Puerto Rico law, a party to a contract is not liable for unforeseen events or those events that can be foreseen but are inevitable. These circumstances were unforeseen and unavoidable. We regret that XXXX and her hotel suffered because of these events. We had every intention of using this merchants services. What was supposed to be a relaxing vacation was ruined by these events and has been further tainted by this dispute. We made every attempt humanly possible to comply with our obligations under the agreement. No services were rendered and said services were unattainable and inaccessible. We are requesting that this investigation be reopened as it is our strong belief that we are entitled to a refund in full given the compelling evidence above. 

Please contact us if we can provide any further information.

Company response to consumer: Closed with explanation