Consumer complaint received 2024-05-13
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. (CA)

Last summer, I followed a professional baseball team around the country to watch their games in many cities. I purchased all of my tickets ahead of time through XXXX so that I was guaranteed quality tickets. Once I procured tickets, I then purchased flight tickets and hotel reservations. 

I purchased tickets through XXXX for XXXX events that took place within about a XXXX day period. That allowed me to book all of my travel arrangements. 

The first XXXX events that I went to with those XXXX tickets granted me access to the venue but were in far inferior seats than what XXXX advertised and sold to me. I paid premium prices for premium tickets but then was provided far inferior seats. When I called XXXX from the event I was at, they said they would take care of it. When I followed up the next day, I was told it would go through their process but it would be taken care of. XXXX days later, I went to the second event with XXXX tickets that were not what I was sold. 

XXXX told me that the tickets are sold from other consumers and they are just the middle-man. However, XXXX also has a guarantee that if the tickets are not as described, they will either refund the money or provide better seats. XXXX did neither. At that point, I couldn't continue spending XXXX of dollars for travel and not know of the quality of seats, if any, that I would have. So I had to purchase tickets for those events elsewhere even though I had XXXX more events of XXXX tickets. 

XXXX told me that I should post my future tickets up for sales on their website ( which they make money off of ) in hopes of getting my money back since I didn't want to continue taking the risk of their tickets being inaccurate. I explained that if they didn't sell or sold for less than what I paid, I would be getting ripped off again, and it wasn't fair to me. 

After numerous calls/emails, I was offered XXXX XXXX reduction on my most recent transaction. Obviously, that wasn't fair to me. After speaking to supervisors and sending in paperwork, I was offered a {$500.00} future credit for the website and reversing my most recent change ( {$760.00} ). The {$760.00} was reversed, but I refused both the XXXX XXXX reduction and {$500.00} future credit since my charges were for over {$500.00}. 

XXXX supervisors from XXXX eventually said that I needed to have my credit card company file disputes for the transactions. The supervisors, who claimed they were the highest level of support that a consumer could talk to, had their hands tied. They were only able to do what was already offered ( XXXX XXXX reduction, reversal of most recent charge ), and if that wasn't fair to me, I would have to file disputes with my credit card company. 

When I first tried to file disputes with my credit card company, as the merchant requested, the credit card company ( Chase ) refused to open the claims. They said that since I accessed the event, nothing was owed. I explained that the only way I knew that my tickets were not what was sold to me was by accessing the event. They said it didn't matter. Now, when I have followed up with Chase about this, the supervisor used a different excuse as to why they won't open a dispute ( even though the merchant insisted that is what I needed to do ), telling me this time that it was too long after the transaction, so I would have to provide information directly from the merchant. That isn't my fault that they failed to adhere to their responsibilities originally and aren't holding the merchant to their guarantee of refunding the tickets or providing better tickets if the ones provided aren't what were advertised. 

I am stuck between XXXX companies. One, XXXX, claims to be trying to do the right thing but can't unless disputes are filed. The other, Chase Bank, has refused to do their responsibilities to their consumers.