Consumer complaint received 2020-06-21
Company: JPMORGAN CHASE & CO.
State: MA
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:
XX/XX/2020 Dear CFPB, My fianc and I booked flights from XXXX to XXXX for XXXX XXXX ( overnight flight with layover in XXXX ). The original flight was booked on XX/XX/2020 and the total cost was {$930.00}. When the COVID-19 outbreak started in the U.S.,  I asked for a voucher or ability to reschedule. The airline would not work with us. I filed a complaint with my credit card Chase Visa on  XX/XX/2020. The credit card company issued a temporary credit for {$930.00} while they investigated the situation. 

During the investigation by the credit card company, XXXX XXXX cancelled the flight. The cancellation noticed is provided as an attachment to this complaint ( please see page 2 of the attachment for English ). On XX/XX/XXXX, we were notified by our credit card company that we lost the dispute and they rebilled us for the {$930.00} ( copy of letter from credit card company is attached ). The airline told the credit card company that we received flight vouchers for the cancelled flight. We never received flight vouchers. I called XXXX XXXX and they indicated that they can not issue the vouchers because they issued a refund. However, they never issued a refund. I was rebilled for these flights on XX/XX/XXXX. I have attached my XXXX credit card statement to this complaint and have highlighted the rebill charge. Chase XXXX indicated that it may take a few days for XXXX XXXX to receive the rebill funds, but they would receive the funds by XX/XX/2020 at the latest. 

I have spoken to the credit card company and XXXX XXXX for hours over the past 6 weeks. The credit card company says that we received vouchers and therefore they can not reopen the case. XXXX XXXX says that they issued a refund and therefore they can not issue vouchers. We have not received a refund nor have we received vouchers. 

I have spoken TAP many times since XX/XX/XXXX, which is when they received the re-bill funds. All call dates and time are listed below. During my XX/XX/XXXX call, a representative told me to email a description of the exact sequence of events to XXXX. I have emailed this address multiple times and never received a response. A copy of the emails are attached. Further, I have submitted two formal complaints via the XXXX XXXX website. The complaint numbers are XXXX and XXXX. I have attached a copy of the first complaint, which includes the confirmation that XXXX XXXX received the complaint. When I check the status of these complaints, they are both marked as resolved. I do not have any other information. They never communicated with me regarding these two complaints. 

XX/XX/XXXX at XXXX XXXX  est 55 minutes XX/XX/XXXX at XXXX XXXX  est 58 minutes XX/XX/XXXX at XXXX XXXX 14 minutes I reopened the dispute with Chase with a formal letter and all of the written documentation on XX/XX/XXXX. This morning, I received a letter stating that we lost the dispute again ( copy of this letter attached ). No additional documentation was provided by Chase. 

As of today, I have not received a flight voucher nor have I received a refund for our flight that was cancelled by the airline. We are very frustrated and feel like our rights as consumers have been violated. I am very disappointed that this has been so difficult to resolve. I am also frustrated by the lack of protection offered by the credit card company. Please do not hesitate to reach out if you need any additional documentation. 

Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MA XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief