Consumer complaint received 2021-03-24
Product: Credit card or prepaid 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. (CA)

XX/XX/XXXX To Whom It May Concern, I booked a group vacation with XXXX based, XX/XX/XXXX XXXX XXXX XXXX Deposit paid XXXX of XX/XX/XXXX, and Full amount paid XXXX of XX/XX/XXXX. I was scheduled to travel to XXXX with XXXX XXXX on XXXX of XX/XX/XXXX. 

I made 2 payments using 2 different Chase Visa credit cards. ( the below dates are in XXXX format to match with the emails & receipts ). 

XX/XX/XXXX - USD XXXX - card ending XXXX XX/XX/XXXX - USD XXXX - card ending XXXX *Please see the attached XX/XX/XXXX receipts of payment with the confirmed dates of trip Flash Pack postponed my trip on XXXX of XX/XX/XXXX due to Covid travel restrictions. They informed me via email that the trip was moved to XXXX XX/XX/XXXX. They also offered me a refund credit note which was due to expire on XXXX of XX/XX/XXXX. If I didnt use the voucher during this time, they would have given me a full refund. 
*Please see the attached email postponing my trip due to Covid-19, and rearranging it to XX/XX/XXXX and offering me a refund credit note. 
*Please see the attached refund credit note XXXX XXXX went bankrupt on XX/XX/XXXX. It was at this stage I became aware that I would not receive the services that I paid for. 
*Please see the attached email sent to me by the insolvency practitioners, XXXX on XX/XX/XXXX, informing me of the administration. 

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 attempted to open up a chargeback dispute using the Visa chargeback code : XXXX Merchandise services not received. Chase has refused to open my claim on the basis that too much time has lapsed My bank is wrong. 

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 you are buying something to be delivered in the future. 

In my case my refund credit note was due to expire on XX/XX/XXXX. This date is well within the time-frame to claim. You can also use my new trip date of XXXX XX/XX/XXXX. Alternatively, you may use the date I found out that I would not receive the trip ( XXXX XX/XX/XXXX ). 

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 XXXX XXXX and the administrators for the company, XXXX, that I am not financially protected in any other way. 
*I have attached a copy of the flowchart sent to me by XXXX XXXX please see the red box in the bottom right corner clearly showing that US customers are not protected by financial failure insurance. 

I have also submitted the T & Cs relevant to my booking which clearly shows that the financial failure insurance was for XXXX customers only. 
*Please see the attached T & Cs I would like Chase Visa to open my dispute and refund me, in accordance with the Fair Credit Billing Act. 

Thank you for your help with this matter.