Consumer complaint received 2020-07-15
Company: JPMORGAN CHASE & CO.
State: FL
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:
To Whom It May Concern : I am going to do my best to summarize my concerns and the order of events as clearly, accurately and succinctly as possible. I will also attach several documents to support my case. 

Itinerary number : XXXX Ticket numbers : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Purchased a ticket to return to XXXX on XX/XX/XXXX after my ticket for the following week was cancelled. A notice was sent out from the XXXX government, saying that the border would be closing to all travel on XX/XX/XXXX at XXXX. The only ticket I could purchase would arrive in XXXX at XXXX. This ticket was purchased with no problem or indication that I would not be able to use it. 
All airports had this notice that the XXXX government issued. 
My flight was from XXXX, XXXX to XXXX, XXXX to XXXX, XXXX. In XXXX, I informed the ticketing agent ( where you check in for flights ), that it was crucial that I arrive in time for my connecting flight to XXXX. At that time, she did not inform me that I would not be allowed on the second flight. If she had, I would not have gotten on the first flight. 
When I arrived in XXXX and was waiting in line to check in, it was announced to foreigners that we would not be allowed on the flight. We were told that only XXXX nationals could get on the flight. We asked over and over again for a reason and the only reason they gave was the notice that had gone out the day before ( from the XXXX government ). In that case, we should not have even been allowed to purchase the ticket, let alone get on one flight only to be told we could not get on the other. 
I attempted to call XXXX and XXXX XXXX all night and I could not get through on either line. 
The following day, XX/XX/XXXX, I also tried to call both companies ( XXXX and XXXX XXXX XXXX. Again, I could not get through. 
I had to book a flight back to the US since I could not get to my home in XXXX. This cost me over {$5000.00}. 
Since then I have emailed XXXX and XXXX XXXX. Both companies told me that the other company would be responsible for any refund. See attachments. 
When neither company would issue a refund, I contacted my credit card company to dispute the charges. 
After several weeks the credit card company ( Chase ), issued a credit in the amount of {$400.00} per ticket. The original tickets were {$800.00} each. This is completely illogical. A ticket from XXXX to XXXX ( domestic flight ) is normally between {$75.00} and {$100.00}. It would not cost the same amount as it would to get from XXXX to XXXX XXXX international flight ). I was not happy with this resolution. 
I continued to make phone calls and send emails. 
XX/XX/XXXX made multiple calls. I called XXXX and Chase. I began making these calls at XXXX XXXX 
XX/XX/XXXX XXXX said that they could not issue the refund. They said that XXXX XXXX would have to do this. They NEVER mentioned that XXXX XXXX would be responsible for the first flight ( when I should have been informed that I would not be allowed on my connecting flight ). XXXX also informed me that I would have to call Chase to lift the dispute before XXXX XXXX would look at my request. 
XX/XX/XXXX I called Chase and told them that I would need to lift the dispute in order for XXXX XXXX to look into my request. At that time, I was told that if I lift the dispute and they recharge my card for the two tickets ( each over {$400.00} ), then I would not be able to reopen the dispute if XXXX XXXX does not issue me a refund. This means I would be out over {$1600.00} for a flight I was not allowed on. For obvious reasons I was a bit weary to lift the dispute. I called XXXX back. 
XX/XX/XXXX When I called XXXX back, I requested that they give me proof that XXXX XXXX would at minimum, give me the {$400.00} for each ticket, if I lifted the dispute. I could not afford to lose more money. I requested this confirmation numerous times ( on the phone and via email ). See attachments. 
XX/XX/XXXX, received a message from XXXX XXXX, telling me to contact XXXX XXXX Agencies. The only number provided was international. I can not afford to call XXXX to sort this out and I dont understand why I would have to contact anyone in XXXX. However, I did include them on several emails and no one ever responded. See attachments. 
XX/XX/XXXX contacted XXXX XXXX. XXXX. One woman told me that she couldnt deal with flights from that long ago and hung up on me. After several hours on hold and being transferred to the wrong department, I finally spoke to someone who gave me the following information : 1. The flight from XXXX to XXXX was approximately {$150.00}. 
2. XXXX XXXX was responsible for the first flight XXXX never contacted that airlines to request a refund for that flight. 
3. This gentleman also informed me that he has no contact from XXXX on my account. 
4. He assured me that if I lift the dispute through my credit card company that I will receive a full refund for the second flight ( from XXXX to XXXX ). The gentlemans name is XXXX XXXX XXXX XXXX XXXX. 
XX/XX/XXXX contacted Chase to lift the dispute ( at XXXX XXXX  ) and file a complaint regarding the dispute. If the dispute was properly investigated, I would have received a credit for nearly {$650.00} per ticket as opposed to {$400.00} per ticket. This has cost me a great deal of time and money. There was nothing logical about the amount credited as a resolution to my dispute. Giving me half of the cost of the ticket was illogical. The first flight was a domestic from XXXX to XXXX. This flight would never be the same cost as the second flight, which was international ( from XXXX to XXXX, XXXX ). For this reason, I am very disappointed in the dispute process of Chase. 
XX/XX/XXXX at XXXX XXXX. I was told I will get a call back from Chase regarding my complaint about the dispute. XXXX also informed me that if things do not work out, I can call back and reopen the dispute. I was told that the dispute will be lifted so XXXX XXXX can issue me a full refund for the second flight ( two tickets ). 
Emailed XXXX to provide the information received from the XXXX XXXX representative on XX/XX/XXXX at XXXX, at XXXX ( XXXX ). 
Called XXXX to provide the same information that I provided in an email : XXXX XXXX. XXXX XXXX I was literally on the phone the entire day, dealing with this. 
XX/XX/XXXX - Submitted a complaint to the XXXX XXXX XXXX   XXXX against XXXX XXXX, online. Also emailed XXXX. 
Assigned ID XXXX XXXX  XXXX XXXX XXXX XXXX  XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, IL XXXX XXXX Called Chase on Monday, XX/XX/XXXX at XXXX am XXXX still no resolution. A supervisor will call back. 
Supervisor called. Call was disconnected and the supervisor did not call back. 
Called Chase again I informed the representative that I was previously told that I could close ( lift ) the dispute and Chase would rebill the account so XXXX XXXX could give me a full refund for the second flight. I was told that if XXXX XXXX does not keep their word then I could reopen the dispute. 
Called Chase on Wednesday, XX/XX/XXXX at XXXX I was disconnected. Called back and asked for a supervisor. XXXX ( XXXX ). She did not understand what I was requesting and was extremely rude. She continued to interrupt me every time I spoke and would not listen to me. I was trying to explain the problem but she kept referring to the notes in the system that were no accurate. She insisted that I received more money than I was entitled to and then told me to write a letter with my math equations in it. She was very condescending and incredibly unprofessional. 
Called Chase on Wednesday at XXXX spoke to XXXX ( very helpful ). Issued me a courtesy credit of {$100.00}. She is also sending notification to merchant XXXX XXXX XXXX XXXX to verify that the funds were returned ( {$400.00} per ticket ) so they can move forward with the additional credit. 
Filed a complaint to Consumer Financial Protection Bureau. The CFPB began accepting complaints against credit card companies in XXXX. You can file a complaint on-line, by phone or by mail. Online : www.consumerfinance.gov/complaint Phone : ( XXXX ) XXXX ( XXXX ) Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX   XXXX, Iowa XXXX In summary, I purchased a flight to my residence in XXXX. This service was not provided. I have requested a refund. It has been over 3 months and my refund has not been processed. This is unacceptable. I was volleyed back and forth between companies that didnt want to take responsibility. My time is valuable and this has added undue stress to an already stressful situation. I am XXXX  and trying to feed my XXXX. Please tell me how we can move forward to resolve this issue and who I need to speak with to report each of the agencies involved. I am not happy with XXXX, XXXX XXXX, XXXX XXXX, or Chase. 

If necessary, I can supply videos from the moment I was told that foreigners would not be allowed to board the flight that day. Please read all attached documentation and feel free to reach out to me if you need any clarification. Thank you for your time and consideration. 

Ideally, I would like a full refund in the amount of {$1600.00} ( {$800.00} x 2 + {$15.00} XXXX transaction fee ) AND {$51.00} for the hotel stay in XXXX, totaling {$1600.00}. I tried to upload more attachments but was only allowed to upload 15. I have more email correspondences. 

XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation