Consumer complaint received 2018-07-12
Product: Credit card or prepaid card 
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO.
State: VA

Complaint:
Chase credit card advertises a lot of benefits to their customers. One of their top benefits include " travel protection '' and they state on their " Travel confident and " shop with confidence. '' We had booked a resort in XXXX, XXXX through a small travel agency. We paid three separate transactions ( {$840.00} + {$840.00} + {$340.00} ) totaling {$2000.00}. We made first payment of {$840.00} on XX/XX/XXXX and 2nd payment on XX/XX/XXXX and 3rd payment of {$340.00} on XX/XX/XXXX. We had booked a Deluxe Gold King size bed and paid a good amount of money just for 5 days resort stay only. When we arrived at the resort, the staff told us that our room was booked as a standard 2 beds and not a Deluxe Gold King. We contacted our travel agency and they said they somehow by mistake booked a standard double beds and not the other. The resort said that was the only room available at that time they were all booked. Me and my wife are traveling with our XXXX XXXX old baby so we decided to accept whatever they had for our convenient because we can not cancel the room and just return back to state with a baby. We also notified our travel agency at that time that we need to be compensated because we're not getting what we paid for. Additionally, the next day of our stay, our AC was completely out in one of their whole building. They said they would fix the issue in few hours but we had to stay for hours without the AC with our infant baby. We had to switch the rooms two times with our infant baby. We checked in on XX/XX/XXXX in room XXXX. AC went out building 9 and we changed rooms on XXXX around XXXX to room XXXX. After couple hours AC went out in building 6 and we complained all day they said resort is full. We Complained again at XXXX in the morning, maintenance guy came and told receptionist building XXXX AC is out so only room available was building XXXX room so at XXXX we got moved second time into XXXX. The hotel supervisor named XXXX informed us that our travel agency will get reimbursed and we would get compensated for our inconveniences and we will get reimbursed through our travel agency because we paid our charges through our travel agency. After we came back home, I emailed our travel agency and XXXX said she will try her best to get us compensated from the resort and she will get back to us soon. As of XX/XX/XXXX, we have not heard back from our travel agency and we believe we were cheated by our travel agency. We decided to dispute these charges with Chase ( assuming chase was on our side ) because number 1, we didn't get what we paid for and number 2, we didn't have AC at a resort for 3 days staying with our XXXX XXXX old son it was difficult. To conclude, after dispute and sending all proof of documents, Chase said they will not help us fight these charges and they are considered a valid charges and they strictly can not help us. I believe chase did not take their time to investigate this case and came to a conclusion. The resort said they compensated our travel agency and we have not received any reimbursement from our travel agency neither they're not being cooperative. I regret I used a chase credit card because being a chase credit card customer, i rely on Chase as they stated " shop with confident '' or " Travel with confident. ''

Company response to consumer: Closed with explanation