Consumer complaint received 2026-01-08 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: NY

Complaint narrative:
Complaint Summary I am filing a complaint regarding an unresolved credit card billing dispute involving a {$630.00} charge that JPMorgan Chase Bank , N.A . has refused to reopen, despite clear evidence of non-receipt of services and duplicate payment. 

Detailed Explanation On XX/XX/year>, my Chase credit card account ending in XXXX was charged {$630.00} by a travel agency listed as TRAVEL FEE. This charge was for an airline ticket that was never issued and never paid to the airline by the merchant. 

When I arrived at the airport for travel, the airline confirmed that no ticket existed in their system and that the fare had not been paid. As a result, I received no service related to this charge. 

Because the original ticket was not issued, I was forced to purchase replacement airline tickets on the same travel date in order to complete my trip. These purchases resulted in duplicate payment for the same travel : The replacement ticket for the XXXX to XXXX segment was paid via XXXXXXXX XXXX  in the amount of XXXX XXXX XXXX ( documentation uploaded ). 
The replacement ticket for the XXXX to XXXX XXXX  segment was paid via credit card, which appears on my XXXX statement for the same Chase account ending in XXXX. 

Although the original {$630.00} charge listed an itinerary of XXXX XXXX, the XXXX XXXX segment was canceled by the airline after booking, and the airline rebooked the itinerary to route through XXXX. The travel date remained the same. The route change does not represent a separate trip, but rather a rebooking due to airline cancellation. 

After returning to XXXX XXXX  I made multiple attempts to resolve this matter directly with the travel agency by email. The merchant failed to respond to any of my communications. Documentation of these unanswered emails has been provided. 

I submitted all of this evidence to Chase and requested that the dispute be reopened. Despite clear documentation of non-receipt of services, duplicate payment, and merchant non-response, Chase refused to reopen the dispute and maintained that no billing error occurred. 

Why This Is a Problem Charging a consumer for a service that was never delivered constitutes a billing error under the Fair Credit Billing Act. Additionally, the refusal to reconsider a dispute after substantial new evidence was provided has left me financially harmed and without resolution. 

Explanation Regarding Card Number Ending in XXXX The second screenshot I uploaded shows a payment made in XXXX with a card number ending in XXXX. I would like to clarify that this card was my previous Chase credit card, which has since expired and been replaced. 

The card ending in XXXX and the card ending in XXXX belong to the same Chase credit card account. The charge appearing under XXXX was made before the replacement card was issued. After the original card expired, Chase issued the new card ending in XXXX, which is the active card currently associated with this account. 

Therefore, the difference in the last four digits does not indicate a different account or cardholder. It reflects a routine card replacement due to expiration.

All charges referenced in my complaint relate to the same Chase account and the same disputed transaction.

Company response to consumer: Closed with explanation