Consumer complaint received 2023-12-25
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. (GA)

On XX/XX/XXXX, was working through a trip planning agency XXXX ( found them online through sulekha.com ) to purchase one airline ticket from XXXX, XXXX to XXXX XXXX, XXXX from XXXX XXXX I NEVER received the airline tickets. 

Contact : Merchant Details : XXXX Merchant Contact Name : XXXX XXXX Merchant Contact Number : XXXX ( Not reachable now ) Email Address : XXXX Background ( Conversation with Merchant ) : The travel agency mentioned a low discount fare of {$1300.00} through XXXX XXXX ( Attached correspondence on ticket quoted from travel agency ). However, they attempted submitting multiple fraud charges through different merchants ( listed in supporting documentation in email and through text messages ) and I never received the airline tickets. Hence, I was not able to travel as the tickets were never issued to me after multiple back and forth with the merchant and the cost of the airline tickets had drastically increased later on. 

The travel agency posted 4 charges on my credit card as below ( {$1400.00} in total ) XXXX. XXXX : Merchant : XXXX XXXX : {$660.00} XXXX. XX/XX/XXXX : Merchant : XXXX XXXX XXXX XXXX XXXX : {$200.00} XXXX. XX/XX/XXXX : Merchant : XXXX XXXX XXXXXXXX XXXX : {$540.00} XXXX. XX/XX/XXXX : XXXX : XXXX XXXX XXXX XXXX XXXX  : {$67.00} Upon asking why they are attempting to make charges through different merchants, they mentioned because Chase Bank was rejecting the charges and was not allowing the merchant to make the payment. 

Since the payment was not going through, the merchant ( Email and Mobile conversations attached ) mentioned they refunded XXXX of the transactions. For the XXXX XXXX charge they mentioned they are not aware of it and their XXXX department was attempting to contact XXXX XXXX. When I never received either the refunds on the airline tickets and attempted to contacted the merchant through phone and email to mention the same, they were not reachable. 

Background ( Conversation with Chase Bank ) : I disputed the 4 merchant charges with Chase Bank on XXXX as I NEVER received the flight tickets from the merchant. Chase issues a temporary credit on my credit card while they attempted to contact the merchant and get additional details. 
1. Claim # XXXX : On XX/XX/XXXX, Chase sent a letter back to me that the charge of {$660.00} ( XXXX transaction ) is valid ( attached correspondence from Chase ) and that they reinstated the charge back on my account ( due on XX/XX/XXXX ). The reason provided was that While you may have a valid complaint with the merchant, the results of our investigation confirm that the transactions are valid and no billing error occurred on your account No supporting documentation was provided by Chase that the airline tickets were actually issued to me. When I reached out to Chase on the phone, I was advised by Chase that the reason code entered by Chase Fraud Customer service may have been incorrectly entered as Having an issue with the service instead of Did not receive the service. However, no credit was issued back to me. 
XXXX. Claim # XXXX : On XX/XX/XXXX, Chase sent a letter back to me that the charge of {$200.00} ( 2nd transaction ) is valid ( attached correspondence from Chase ). The reason provided was the ticket was issued to me. However, the XXXX  attached on the notice sent from Chase was of a different passenger XXXX XXXX and was from a different merchant XXXX  It is for the travel dates XXXX XXXX from XXXX, XXXX to XXXX XXXX, XXXX. 

All of above has caused tremendous mental stress to me from both the merchant and Chase bank over the past 5 weeks. In the end I was not able to even travel because of the high cost of airline tickets over the holiday period and I was in a depressed state at home during the holiday season.