Consumer complaint received 2026-02-20 00:00:00
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.
State: TN

Complaint narrative:
On XX/XX/year>, I booked a hotel reservation through XXXX for XXXX XXXX in Washington, DC ( Booking ID XXXX ) in the amount of {$440.00}. I booked it for 4 nights, with a check-in date of XX/XX/year>. The room was advertised as having two queen beds. I was travelling with my family, including my XXXX child, and we specifically required two beds. That room configuration was the sole reason I made the booking. 

Immediately after receiving the confirmation email within minutes, I noticed that the reservation did not mention two queen beds. I contacted the hotel immediately and was informed that the reservation was for a single king bed room. This did not match what was advertised at the time of purchase. Because we were travelling as a family and could not use a room with only one bed, I requested cancellation from XXXX. They informed me that they would request a fee waiver and that it should be fine. Believing this was a clear error, I expected the reservation to be cancelled. This was not a voluntary cancellation due to a change of plans ; it was cancelled because the room provided did not match what was advertised and purchased. 

Since the correct room type was unavailable, I made a separate, new reservation for a different room with two beds from the same hotel. This hotel seemed to be a nice and affordable place, so we wanted to stay here. That second reservation was a completely separate booking, and I paid for it independently. The disputed {$440.00} charge relates only to the cancelled reservation, which was never used. 

However, it later became clear that XXXX did not cancel the room. I contacted them many times again, and they blamed the hotel for not cooperating. 

I then spoke directly with the hotel, and it turned out they had already responded to XXXX and had issued a refund. The hotel invoice shows that the original charge was fully reversed and that the balance was XXXX. Despite this, XXXX did not pass the refund through to my credit card account. 

I disputed the charge with JPMorgan Chase Bank. JPMorgan Chase denied the dispute and stated that the transaction was valid, but each time I contacted them, I was given a different explanation. On one occasion, they stated that I had used the room. On another occasion, they said the dispute had been filed under the wrong reason and that it would be changed to service not provided as described. On another occasion, they stated it was a non-refundable purchase. Even if the reservation was non-refundable, that does not mean the merchant can provide a materially different room type than what was advertised at the time of booking. Plus, the hotel refunded them anyway. 

I contacted JPMorgan Chase multiple times, but in the end, they denied my dispute without providing a clear and consistent explanation. The bank also suggested that because I stayed at the hotel, the charge was valid. However, my stay was under a separate reservation that I paid for independently. The cancelled reservation associated with the disputed charge was never used. 

I requested clarification from JPMorgan Chase regarding why XXXX did not pass through the refund it received from the hotel and asked for documentation supporting the banks conclusion under the Fair Credit Billing Act. JPMorgan Chase did not provide the requested documentation and stated that it would not respond further. 

I believe the investigation conducted by JPMorgan Chase was incomplete because it did not properly address the documented refund or the fact that the disputed reservation was cancelled immediately and never used. 

I have attached the list of documents as a zip file that I sent to the Bank.

Company response to consumer: Closed with explanation