Consumer complaint received 2024-04-21
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. (ND)

I booked XXXX flight tickets for my parents to visit me through XXXX from XXXX XXXX XXXXXXXX. The flight was operated by XXXX XXXX. The tickets original price was {$3700.00} for both tickets. On XX/XX/2023, My dad ( XXXX XXXX XXXX age of XXXX XXXX XXXX ) fell off the stairs and was subjected to XXXX and a XXXX record was attached. I contacted XXXX and they requested the medical record and my brother XXXX XXXX XXXX XXXX sent it over to them. After their review of medical records, XXXX has canceled the reservation and XXXX has been added to my XXXX account for future travel. 
Right before the XXXX XXXX, my dad was subjected to a checkup to determine the amount of XXXX XXXX that could be used for the XXXX, unfortunately, his XXXX efficiency was too low to take any XXXX. The doctors figured out a way to get him to the XXXX without being XXXX 
After the XXXX XXXX  and my fathers recovery and the XXXX removal, I planned to rebook new tickets for my parents again but prior to this, a new checkup was done to get medical approval for my dad 's travel. Unfortunately, the XXXX  rejected my fathers travel and stated that there is a risk for my dad to get on an airplane as his XXXX functionality is too low as a result of the XXXX received for his XXXX treatment in the past, as well as the huge risk on his life in his age after such XXXX. My brother contacted the XXXX XXXX with the doctor 's medical reports and the company did two things : 1. Emailed him back with this : We would like to inform you that we have refunded below tickets to the original form of payment. 
2. They REMOVED THE XXXX OF {$3700.00} FROM XXXX. 
At this point, the companys answer was clear that they would issue a full refund and not a partial as it was never stated. Additionally, the XXXX  on XXXX was removed, which make sense because they will issue a full refund to the original payment method as they stated in an official email. 

The problem starts here, as XXXX XXXX did not issue the refund as mentioned. they provided {$110.00} per ticket as a refund. Therefore, It doesnt make any sense to lose {$3700.00} XXXX on XXXX and in return get {$110.00} per ticket as a refund. I would have kept the XXXX  and requested being transferred to my account to use it to go visit my parents if I knew that they would only return {$110.00} per ticket. The airline stated in an official email explicitly We would like to inform you that we have refunded the below tickets to the original form of payment, and right after this email, the XXXX  disappeared from XXXX which means that they will refund tickets to the original form of payment as mentioned in their email. 

Based on all the above, It was very obvious that the airlines were not honest. Therefore, I've requested a dispute through Chase Bank providing all the documents requested by the bank. 

Unfortunately, Chase Bank was not supporting me as their customer, they were against me and took the other side in a way completely unprofessional. They didn't even show any intention to use my documents, they didn't even listen to me and forced the dispute case to be closed. Anything the airline said was for granted to Chase Bank, however, every word I said was documented but Chase Bank did not care to investigate my case. The airlines provided false information to Chase Bank such as : 1- I still have XXXX on XXXX ( Which is not correct, they got back after their official email about the refund ). 
2- They issued a partial refund of {$110.00} as the equivalent of not used, airport fees and taxes, XXXX XXXX on XXXX XXXX ( which is not correct ) 3- They mentioned in an official letter to the bank " The customer may still place a refund request and ask XXXX to examine this case on its merits ''. ( Which happened already, and I got official email from the airlines saying " We would like to inform you that we have refunded below tickets to the original form of payment '' ). But chase bank has ignored my documents as usual. 

In Summary, I have provided the bank and the XXXX airline with all evidence from medical records, the reply from the airline ( official refund emails ), the XXXX email initiated on the first request, and evidence that the XXXX was removed by not showing on the account anymore. 

Hence, I am not accepting the companys reasons for rejecting the dispute. They were not honest from the beginning and tried making use and taking advantage of the XXXX XXXX SITUATION that my father has been going through. Furthermore, the bank didn't seem to be protecting me as their client and simply rejected the dispute so just as the company replied to them even with all the evidence I have supplied. 
Appreciate your understanding.