Consumer complaint received 2024-03-27
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: JPMORGAN CHASE & CO. (VA)

Hello- I am hoping ( actually - begging ) that you can help me. I have been trying to get a claim dispute settled on a flight I attempted to book with XXXX through XXXX in XX/XX/XXXX. The issue I am having is that when I originally tried to book the flight, XXXX said it did not go through and that both tickets were rejected. Because they were having trouble with their website, my husband and I booked tickets with XXXX instead on the same day/for the same trip ( please see attached below ). A day later, I received a charge from XXXX- through XXXX- for both tickets under XXXX 's name, even though XXXX told me that the tickets were rejected on their end. I have now called them over XXXX times now, and XXXX says they have XXXX record of any flight booked through them. I've tried everything. The only record that exists is a chat I had with XXXX on XX/XX/XXXX ( please see attached XXXX chat with highlighted information ). XXXX never sent me a confirmation email or anything that ever said the tickets went through, as they were rejected. XXXX only sent me an email with flight information after I contacted customer service inquiring about the charge. 

I have now spoken to XXXX at least 7 times asking why they recharged me AGAIN for a ticket that said it was rejected through XXXX, only telling me I have to contact XXXX. XXXX also claims that they have proof that I have purchased it through XXXX, yet they will not send me an email with said proof so that I may show it to XXXX. XXXX tells me each time that I have to contact XXXX because they are the ones that " sold the tickets '' and XXXX 's record shows that it was booked through their travel agency. I have gone back and forth between both XXXX, XXXX, as well as my Chase XXXX to try to get this resolved and everyone keeps sending me in circles. 

XXXX has XXXX record of anything, even though they acknowledged that they saw the transaction in the chat and that it was rejected. But somehow it still went through on XXXX 's end. XXXX is unable to send me documentation or a receipt supporting that XXXX put the charge through, even though there is no record of it through XXXX AND THAT INFORMATION IS MINE TO BE SHARED. XXXX says I have to contact Chase. Chase says I have to contact XXXX because they are the ones that charged me. It shouldn't be this hard to get help. 

I spoke with each of the XXXX companies, as well as emailed them all on XX/XX/XXXX and I still have not received a response. XXXX and Chase are now both saying that the reason I was recharged for one of my tickets was because one went through. How is this possible if I bought both tickets - at the same exact time - from XXXX- on the same exact booking - and XXXX went through and the other did not?! And why would XXXX have XXXX record of it if that was the case?! And why would I then book myself on the same exact flight through XXXX?! IT MAKES NO SENSE! 

All I want is to be given back/refunded what is rightfully mine- {$1700.00}. 

I have tried to resolve this since XX/XX/XXXX - IMMEDIATELY after I saw the charges. I have disputer this countless times. I have contacted and spoken to countless individuals who are of absolutely no help. No one seems to want to send me in any direction that will actually resolve my issue. This is THE WORST customer service experience on all sides that I have ever had to deal with. It's absolutely unacceptable. I called Chase again today- XX/XX/XXXX and still nothing is being resolved. 

Attached Files to back up my statements above include the following : - XXXX XXXX showing that the original flights booked through XXXX for XXXX flights were rejected. 
- XXXX Flight Receipt purchased on same day for the same flights - Screenshots of Flight Information and Receipt for flights booked through XXXX - XXXX Flight Information that was attempted to be purchased through XXXX - Chase CC Receipt for XXXX and XXXX 's rejected XXXX Recharge XXXX Chase CC Receipt for XXXX and XXXX 's XXXX that actually went through - Documentation of disputes previously filed with Chase. 

I'm sure they all have recorded messages you can also go back and listen to with more proof of how little help they are, but when I have tried to ask for those transcripts to be sent to me - somehow they aren't available to be sent to me. 

Please help, XXXX XXXX