Consumer complaint received 2023-04-29
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. (TX)

On XXXX I booked a hotel reservation at Southwest.com ; Arrival date XXXX. 

On XXXX ( well within the cancellation policy of before XXXX local time XX/XX/XXXX ), my travel plans changed. 

I searched for an email confirmation but, despite the vendors claim in its response to Chase, I did not receive a confirmation from the vendor. 

Without a confirmation, I took alternative steps to cancel the reservation. On XXXX - 3 days prior to the cancellation deadline, I logged on to Southwest.com to get additional info to cancel the reservation. 

At Southwest.com ( In partnership with XXXX ), I clicked on Hotel, Manage Reservations ; at Manage my booking, I clicked Resend confirmation email and entered my email address and waited for a confirmation I still did not receive a confirmation email. 

On XXXX ( still three days before the cancellation deadline ), I sent an online inquiry to XXXX Customer Service ( because Southwest.com says hotels are booked in partnership with XXXX ) asking for assistance to cancel the reservation. 

XXXX responded on XXXX 2022 We'd be happy to help you with your booking. First we'll need some additional info from you. Reply to this message providing as many details as possible, including : o Confirmation number and PIN o Email address used to make the reservation o Accommodation name and location o Check-in and check-out dates See Exhibit 1 On XXXX ( still three days before the cancellation deadline ), I responded- I didnt not receive a confirmation. Thats the problem. If I had a confirmation, I wouldnt have contacted XXXX XXXX XXXX XXXX XXXX by the XXXX  XXXX XXXX XXXX XXXX XXXX, TX XXXX Guest - XXXX XXXX ( XXXX ) Arrival - XX/XX/2022 Check-out - XX/XX/2022 e-mail - XXXX ( See attachments ) On XXXX ( still three days before the cancellation deadline ), I contacted the XXXX XXXX XXXX XXXX XXXX XXXX XXXX  by telephone and spoke to the General Manager ( XXXX ) XXXX XXXX could not cancel the reservation because it was booked through XXXX. I requested and XXXX provided the two confirmation numbers. After that call, I sent another e-mail to XXXX I did not hear back from you. I called the XXXX XXXX XXXX XXXX by The XXXX  today ( Wednesday ) and they have a record of the reservation but could not cancel because it was booked through XXXX. 
The confirmation code is - XXXX The XXXX confirmation is - XXXX Please cancel this reservation. 
XXXX XXXX XXXX XXXX attachments On XXXX ( still three days before the cancellation deadline ), I logged onto my chase.com account and disputed the charge. 

On XXXX, I filed claim # XXXX with with Chase ( see attachments ) On XXXX, Chase rejected the claim ( see attachments ) On or about XXXX, I contacted Chase and the agent suggested I submit a " re-dispute '' claim and include a summary and less detail because " 35 pages is a lot to review ''. 

On XXXX, I filed " re-dispute '' claim # XXXX with with Chase ( see attachments ) On XXXX, Chase rejected the claim ( see attachment ) and in a telephone conversation on XXXX, the Chase agent said the claim was not eligible for further disputes and the only option was small claims court