Consumer complaint received 2020-10-21
Product: Credit card or prepaid card — Gift card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: JPMORGAN CHASE & CO. (PA)

I booked a non-refundable hotel room at the XXXX XXXX XXXX XXXX XXXX in XXXX, XXXX for XX/XX/2020through XXXX, which is a part of the parent company XXXX XXXXXXXX I booked the room on my Chase Freedom Visa credit card on XX/XX/2020. 
I contacted XXXX multiple times through XX/XX/2020 about my reservation and cancellation policies due to the COVID-19 pandemic. After contacting the hotel, I found out that my reservation had been cancelled without my knowledge and the hotel had not been charged. 
I first opened a dispute with Chase on XX/XX/2020 on the grounds that my reservation had been cancelled without my consent and I was still charged. I was issued a temporary credit at that time. I opened my dispute over the phone, and was not required to provide any documentation to Chase. On XX/XX/XXXX, I was contacted through a secure message that my charge was considered valid due to that fact that my cancellation did not meet policy guidelines. I was recharged the disputed amount. I contacted Chase to have the dispute opened a second time, and this time I sent over 11 pages of documented emails with the merchant and reservations through fax and mail to Chase 's Customer Service in XXXX, Delaware. On XX/XX/XXXX my purchase was considered valid again by Chase and I was responsible for the purchase. 
The hotel was closed due to COVID-19 restrictions until XX/XX/XXXX, per their social media accounts and emails from the hotel concierge. The hotel was not opened during the dates I had planned to stay ( XXXX XXXX ). Due to the hotel closure, I did not receive the services I paid in full for. 
I called Chase and had the dispute reopened on XX/XX/2020 on new grounds that my hotel was closed during the time I planned to travel, so services I paid for had not been provided. I faxed and mailed additional documentation that my hotel was closed during my scheduled travel time. On XX/XX/XXXX my dispute was again considered valid. 
I contacted Chase again to reopen the dispute and it was reopened on XX/XX/2020. I sent documentation to Chase and did not hear from them for an extended period of time. On XX/XX/XXXX, I contacted Chase about the status of my dispute. I was informed that it had been closed, however I had not been contacted. I had the dispute reopened and on XX/XX/XXXX, I was contacted by Chase through secure message that a significant amount of time had passed since the purchase date and the merchant would not provide a refund. I contacted Chase on XX/XX/XXXX and asked about the timeline for disputes. This representative informed me that Visa 's timeline is 118 days from the day of service, and XX/XX/XXXX was within that 118 days from XX/XX/XXXX. I resubmitted information for a dispute opened XX/XX/XXXX that I was not disputing the transaction date of XX/XX/2020, but the expected date of service, XX/XX/2020. I did not receive the services for XX/XX/2020 that I paid in full for. As of XX/XX/XXXX, my dispute has been closed again. 
At this time, I have exhausted my efforts to contact Chase for a refund of my purchase. I am also a member of a XXXX XXXX called Scammed by XXXX which has almost XXXX members who also have had no ability to get refunded by XXXX. Multiple emails sent to XXXX XXXX CEOs from this group are demanding refunds for their travel plans which were cancelled or interrupted by the COVID-19 crisis. I  am not the only consumer who has been burned by XXXX and XXXX XXXX. This company is a fraudulent company, and I feel I have not been protected from fraud by Chase Credit Card Services, or  been supported during my multiple disputes. 
While working through my disputes for the past 5 months, I have called Chase Cardmember Services almost weekly for updates on my dispute, or requesting to speak to a manager or supervisor. I have been denied multiple times. I have had to go weeks without information from Chase, just to find out my dispute was closed without notification. I was provided fax numbers to send documentation to Cardmember disputes that did not work or would never be received. I have had this Chase Freedom card for almost 5 years, and I find that Chase has not protected my account against a fraudulent company with hundreds of documented disputes.