Consumer complaint received 2024-06-19
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: JPMORGAN CHASE & CO. (OK)

Please refer to the attached spreadsheet when reading this. 

On XX/XX/year> I purchased airline tickets through the XXXX website using my Chase credit card. After purchasing the tickets themselves, I went back into the website and was purchasing seat upgrades for the different legs of the flights for my wife and I. 

After selecting eight seat upgrades totaling {$530.00}, I was paying for these using my Chase credit card, when the website completely froze. I got out of it, signed back in, selected the same seat upgrades again, was paying for them and again, the website completely froze. I again got out of it, signed back in, selected the same seat upgrades, and this time, the payment completed. 

Upon reviewing my credit card activity, I was surprised to learn that my card had been charged three times for the exact same items. For example, the charge of {$110.00} that should have been charged four times, was charged twelve times. The charge of {$19.00} that should have been charged two times, was charged six times. And the charge of {$16.00} that should have been charged two times, was charged six times.

I tried to dispute the transactions on the Chase website using the Duplicate Charge reason, but their system will not accept multiple charges of the same amount. It accepted the first one, but would not accept any more after that with the same amount. 

I called XXXX, and the representative I talked to said I needed to contact my credit card company to get it straightened out. 

I called Chase and I told the representative what had happened and that I had multiple duplicate charges. He assured me they would be taken care of immediately. 

I later received letters from XXXX that said I had disputed some of these transactions for Duplicate Charges, some for Merchandise or Services Paid For by Other Means and others for Non-Receipt of Services or Merchandise. It is apparent Chase is working off the wrong information. I reported ALL of them as Duplicate Charges.

I provided all information that Chase has asked for including the XXXX receipts and have received credits for five of the duplicate transactions, but Chase/XXXX has XXXX that the other XXXX duplicate transactions were valid, which is obviously incorrect. 

In reading the correspondence from Chase it is apparent from their forms that there are multiple persons looking at individual transactions. For example, if they are looking to see if a disputed charge of {$110.00} is valid, they are going to see that there were four charges of {$110.00} charges that were valid, while perhaps missing the other twelve charges of {$110.00} that were duplicates. 

There are so many duplicate amounts here, both valid and not, that it is confusing to see unless this is looked at in an overall picture instead of transaction by transaction. 

In my last response to Chase, I requested additional information but they have so far refused to provide any. 

In summary, I purchased {$530.00} worth of tickets, was charged {$1500.00}, have been refunded {$380.00}, and should still receive credit for {$670.00}.