Consumer complaint received 2024-08-31
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO. (TX)

My family traveled to XXXXXXXX XXXX for a business meeting at the headquarters of my wife 's employer. My wife used the company 's travel site and our credit card to reserve a room at the XXXX XXXX XXXX. The meeting ended one day early, so we checked out one day early at the end of the third night of a four night reservation. On XX/XX/year>, we were billed XXXX at the time of checkout. After we returned home, we saw that XXXX posted a second charge for XXXX on XX/XX/year>. I immediately called XXXX XXXX XXXX to dispute the charge, but the hotel claimed to be unable to locate any such charge in their billing system. I called the credit card company, Chase XXXX, and explained that I appeared to have been charged twice for the same hotel stay, once for the actual XXXX days of the stay and once for an amount close to the reservation amount. ( The amount estimated at the time of the reservation was XXXX. ) Chase told me that if the hotel did not acknowledge the charge, then I would have to file a fraud report. Because I was reluctant to close the account when I had several utilities set up to automatically charge the card, I tried to give the hotel some time to track down the charge. After a week of waiting for hotel accounting to identify the charge, the hotel still claimed to have no record of the charge, and I was left to claim fraud with Chase. I filed the fraud report and replaced my credit card. I assumed that the matter was closed. After two months, on XX/XX/year>, I received an e-mail from Chase saying that I had a notice about the results of the investigation. I followed the instructions to view the notice, but there was no notice at all available on the website. I called Chase, and I was informed that the fraud investigation concluded and found me liable for the charge. There was no further information about the investigation other than that the charge was supposedly made in person. Because I stayed at the hotel, I assumed that the charge was made in person, and the problem is that the charge is not for any goods or services received. After complaining to Chase, they told me that I would have to go through the charge dispute process, which I initially tried to do. When the I spoke to the charge dispute office, they said that because the fraud department had now ruled on the case, I would have to write a letter requesting that they reopen the case. When I noted that reopening the case would be effectively started where I started the whole process, with XXXX claiming to no nothing about the charge, Chase offered no clear explanation of how the dispute resolution process would unfold or how I could escalate the dispute. The charge dispute office simply referred me back to the fraud office for question. There appears to be no coordinating authority for such problems, and at this point, I'm simply being made to go in circles to pursue the dispute. The XXXX is far too much money for me to simply ignore, and Chase refuses to provide any meaningful and responsive process for addressing the problem. Chase and the merchant have all of the relevant accounting information, not me, and before they make me pay, Chase should be able to make the merchant produce a detailed invoice for the incorrect charge and explain it.