Consumer complaint received 2023-09-19
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. (KY)

On XX/XX/23 we purchased a vacation for XX/XX/23 - XX/XX/23 for a resort in XXXX XXXX, FL at the XXXX XXXX. The purchase was broken down to two payment. One for {$40.00} and the other for {$780.00}, totaling {$820.00}. For two weeks I kept calling the resort and the resort had no record of me staying there. I repeatedly called XXXX 's customer service about the issue with no resolve. I finally explained that if I did not hear anything back, I would file a dispute with credit card over the fact they had collected money and not delivered on agreed purchase. On XX/XX/23 I called Chase Bank to file a dispute since nothing had been resolved. On XXXX I received an e-mail stating the issue had been resolved. I called XXXX XXXX and they were able to confirm my booking with dates. I then called back Chase to close the dispute due to XXXX fixing the issue. Chase had also mentioned after I asked that nothing would be sent to merchant and they replied they would not be notified for certain. This was on a recorded call and the representative confirmed which can be pulled and relistened to by Chase. The merchant was still notified which really began all of this issue of money somehow being missing between Chase and XXXX On XX/XX/23, I received an email from XXXX 's payment team asking if I still wanted to keep my booking as they had received a chargeback from Chase Bank ( credit card company ), which I had already cancel dispute and Chase had repaid. I replied, " Yes, I would still like to keep my booking ''. XXXX went on to rebill me again for a total of {$820.00} after Chase had already repaid XXXX. I have reached out to the XXXX 's payment team around 10x trying to resolve the issue and was given ARN 's from the company that says money was returned back to my Credit Card. Additionally, Chase said that since I closed original dispute after they had originally fixed issue, there is nothing they can assist with now. I contacted Chase Bank, my credit card company and they said they no record of money being sent back from the provided ARN 's. At this point, both Chase Bank and XXXX are both claiming they do not have the money but the original amount has never been returned. Additionally, after XXXX rebooked my payment, my originally booking is not in XXXX XXXX system again and no one is willing to assist to rebook my vacation again that is upcoming. XXXX ARN 's Provided : XXXX XXXX Said it was sent on XX/XX/23 and settled on XX/XX/XXXX with no reflection on my credit card statement I am going to attach screenshots of dialogue with XXXX, Credit Card Statements showing double billing without original funds returned, XXXX provided ARN 's, and a screenshot on their website showing they sent funds back but I have never received. 

Transaction Breakdown : XX/XX/XXXX - {$40.00} - Paid On Credit Card XX/XX/XXXX - {$780.00} - Paid On Credit XXXX - ( {$40.00} ) - Credit Card Dispute XXXX - ( {$780.00} ) - Credit Card Dispute Total {$0.00} XXXX - {$40.00} - Credit Card Rebill after Dropped Dispute XXXX - {$780.00} - Credit Card Rebill after Dropped Dispute XXXX - ( {$40.00} ) - XXXX claims money was sent back to my credit card XXXX - ( {$780.00} ) - XXXX claims money was sent back to my credit card XXXX says total is {$0.00} here but Chase Bank Credit Card does not record of return XXXX - {$820.00} - XXXX Rebills my credit card again after I said I would like to keep my booking Have paid total {$1600.00} to XXXX for vacation that was supposed to be {$820.00} total. XXXX claims only {$820.00} has been paid but Chase Credit Card clearly showing {$1600.00} with the missing return not reflecting. 

XXXX - Customer Service - XXXX Chase Bank Dispute - XXXX