Consumer complaint received 2024-02-16
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)

On XX/XX/2023, I charged two XXXX cruise line tickets for {$340.00} and {$340.00} to my Chase Freedom credit card for a trip in XX/XX/2023. About two weeks later I had to cancel the cruises because I learned I would need XXXX XXXXXXXX XXXX  and would not be able to take the trip. 
I canceled the tickets and I received partial credits of {$140.00} and {$140.00} for a total of {$280.00}, leaving balances of {$200.00} on each ticket for a total of {$400.00}. So I disputed the balances still charged to my card, and Chase ruled in my favor. I eventually received letters for both disputed charges, saying that the ruling was in my favor because XXXX did not present compelling evidence to not justifying a full refund. 
This is when the problem started. Instead of applying the credits individually to the tickets, Chase applied both credits to the {$340.00} charge and another of {$57.00} on XX/XX/XXXX to XXXX that out. They apparently overlooked refunding the {$340.00} charge and I had to remind them of that. On my XXXX statement they gave me a credit for {$340.00}, and I had a XXXX balance for both charges. 
But then on XXXX XXXX, I got a letter from Chase saying they had audited my account and decided that the credits had been applied to the {$340.00} charge instead of the {$340.00} charge. Because they had issued a full credit on the {$340.00} charge they said I had been overcredited by {$280.00}, and they charged that back to me.To this day I don't think they have been able to figure out that the {$280.00} was applied to another charge. Every person I talk to seems to be hopelessly confused by the record of notes and unwilling to simply look at my past statements to understand what transpired. 
I have been arguing with Chase representatives ever since about this, and on multiple occasions I have been able to make the person I was talking to understand this was a mistake. I have been promised multiple times I would receive a credit for {$280.00}, but it has not happened. This past Thursday, XXXX XXXX at XXXX XXXX a supervisor ( XXXX XXXX who is a dispute escalation supervisor ) once again said that I didnt owe it and a credit would be issued. She said to give her a week. I waited a week and called XXXX XXXX about XXXXXXXX XXXX A senior specialist told me that the record showed that several people had indeed agreed with me and had issued requests for credits, but the auditing department refused to correct the mistake. He said that I could submit another dispute, but the result would be the same. After I hung up with him I paid the bill in full and canceled the card. 
If I won the disputes and XXXX did not receive the money, that means Chase is receiving my money as a profit. It appears Chase employees are incapable of understanding simple bookkeeping, or they simply are refusing to correct their mistakes. I think the department that made the incorrect chargeback is the one that is supposed to issue a credit to me. Every person I talked to had a different excuse for why I had been charged {$280.00} after the two charges had been credited, leaving me a XXXX balance.