Consumer complaint received 2024-12-19 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: CA

Complaint narrative:
I contacted Chase on four ( 4 ) occasions to dispute a transaction on my credit card for {$390.00}. Chase has not refunded my money. The transaction was for a return flight that was cancelled by the airline ( XXXX ). XXXX gave me no prior notification that it was cancelled. I simply tried to check-in on XX/XX/year> for my return flight and couldn't do it. I contacted XXXX on XX/XX/year>. They stated they had cancelled my flight because Chase had initiated a dispute. The said " dispute '' was for the departure flight and a completely different amount. Which I cleared with XXXX and Chase on XX/XX/year>. My departure flight was not affected only my return flight. XXXX told me I had to re-purchase a new flight at the current price. I told them that I had already been charged {$390.00} for the return flight and had not received a refund. They said I would have to call my credit card company to get a refund. This was on a Saturday and Chase was closed. I purchased a new flight for the same date and time at a much higher price of {$610.00} on a different credit card. I contacted Chase on the next business day XX/XX/year>. They told me to upload or fax a letter that said I wanted to re-open the dispute and state the amount. They did not provide very much guidance or any forms to complete. They said that it would be faster if I uploaded the letter. The only way to upload the letter was to attach it to the old dispute. After uploading the information, they never once contacted me. I hadn't heard anything, so I contacted Chase once again on XX/XX/year>. They said I needed to fax the letter because the other dispute was closed, and this was the only way to reopen. I faxed the letter along with my itinerary. They later sent a letter saying, " the charge is valid ''. They gave a vague explanation. Again, they never contacted me to ask me for any more information. I contacted Chase again on XX/XX/year>, after once again talking to a different agent. They always seem to have different answers. I sent the letter and documents once again, only to get denied once again. I contacted Chase again on XX/XX/year>, after getting their vague denial letter again. I talked to another agent, and I asked him why I had to pay for a service I didn't receive. I asked if they had contacted XXXX or were they just denying my dispute. He said there was no new evidence, so they were not sending anything to XXXX. He told me to resend a letter and say it was a " dispute '' not a " fraud dispute '' because the letter was going to a different department. I sent in a new letter along with the cancelled itinerary, and re-purchase and new credit card charge. My dispute was again denied. Chase needs to train their staff to provide legitimate information to their customers and actually investigate their disputes. I submitted a complaint to the CFPB on XX/XX/year>. I gave them all the details. Chase replied on XX/XX/year>, once again denying my dispute. They keep saying I am responsible for the charge. Chases response has statements that are UNTRUE. I called Chase on XX/XX/year> and uploaded documents. In those documents was my letter that stated that the flight was cancelled. Chase is saying I never stated that the flight was cancelled. Chase says they record their calls ; they should have all the recordings. They said the last day to act on the dispute was XX/XX/year>. So, it is past the time frame. They say they were " unaware of the cancellation of the ticket ''. I told them the flight was cancelled on XX/XX/year>. Then they are saying that " they would not have been able to pursue a dispute for the full charge of the ticket because I received the first part of the flight ''. The purchase was not a roundtrip purchase. I purchased one-way tickets, which means they were separate flights. So, what are they saying? Did they ever pursue the dispute? They never once contacted me, only through mail to deny my dispute. They never asked me any questions. I had to reach out, each and every time. They also contradict themselves. They say that they received my documents of XX/XX/year>, XX/XX/year>, XX/XX/year> but " they are unable to confirm an interaction with me ''. What does this even mean? I contacted them! I have proof and so do they! I even called them on XX/XX/year>, on XXXX. That was the last time I contacted them. They sent me emails saying they received my dispute and then letters denying my dispute. Lastly, they told me to contact the merchant. I contacted XXXX via XXXX on XX/XX/year>. XXXX said " this has been provided to the original payment method, so we recommend contacting your banking institution to give you the status of it ''. There is such a lack of professionalism and research. Chase not once reached out to me to ask for any details. I was within the timeframe, and they did XXXX to resolve the dispute. They simply didnt do their JOB!!!! I am tired and disappointed ; I closed my account. I can not believe the trouble I've gone through. I can only imagine what poor others have to go through. Chase doesn't care about their customers!! I can not believe Chase is allowed to do this with their customers! This is unfair! What I am asking for is a legitimate reason and they NEVER investigated. They just disregarded everything after a different dispute! What a SHAME! They didn't investigate and they are LYING! Their response is simply untrue and unacceptable. They need to look at their practices and staff training. 

I will once again be attaching documentation and their response.

Company response to consumer: Closed with explanation