Consumer complaint received 2025-08-20 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: CA

Complaint narrative:
I am the chase credit card : XXXX XXXX holder XXXX XXXX. I am writing to express my deep dissatisfaction with the service I have received from Chase Banks Credit Card XXXX  Department, and I hope this issue will receive the attention it deserves. 

In XX/XX/XXXX, I booked a refundable airline ticket through XXXX and received a confirmation email stating the ticket was eligible for a full refund. However, within two hours of booking, I became suspicious of the travel agency and immediately canceled the ticket. I received a refund confirmation email from the agent shortly thereafter. At the same time, I contacted the Chase Credit Card XXXX XXXX XXXX to report a potential fraud and requested that Chase block the payment. I was told by the representative that Chase could not take any action until the charge actually appeared on my account. I also asked to cancel the credit card entirely. 
A few days later, still in XX/XX/XXXX, I formally filed a dispute claim with Chase. In XX/XX/XXXX, Chase responded, confirming receipt of my dispute and issued {$2300.00} USD to my credit card account. 

To my surprise, in XX/XX/XXXX, I received a letter from the Chase XXXX Department stating that the airfare was non-refundable and therefore the previous refund was reversed. I was charged again for the {$2300.00}. I made multiple calls to your customer service line and received conflicting information from different representatives : XXXX told me the case could not be disputed again and that the decision was final because the timeframe had expired. During the dispute process, which lasted over six months, no one from Chase contacted me to request any additional information. The dispute representative relied solely on the purchase agreement, which clearly states that the purchase is refundable. However, it seems they did not read the agreement carefully and never reached out to me for clarification or input. 

They ultimately concluded that the purchase was non-refundable which is incorrect. When I received their decision in XX/XX/XXXX, I submitted additional supporting documents to prove my case. Unfortunately, I was told that the documents were no longer valid because they were submitted past the time limit. 

It is extremely unreasonable that Chase took over six months to process the dispute without requesting further information, and then rejected my evidence solely because of timing. 

Another told me to reopen the dispute. I then faxed all the supporting documents twice, and also submitted them via my Chase online account. 

Despite submitting clear and strong evidence ( including the original refund confirmation email from the travel agent ), my dispute was denied again, and Chase decided to uphold the charge. 

I called again, as I still do not understand why I am being charged. The representative told me that because the refund confirmation email I received is dated XX/XX/XXXX, it is considered expired, and that I must now provide a new confirmation email dated after XX/XX/XXXX in order to reopen the dispute. I find this reasoning completely unreasonable. 

I would like to express my strong dissatisfaction with the way Chase has handled this dispute, for the following reasons : I acted immediately and responsibly : I reported the issue on the day it occurred, and Chase should have been able to prevent the payment to a suspected fraudulent merchant. No action was taken. 

The evidence is clear, yet the charge remains : I submitted proof that the merchant confirmed my refund. I never received any service, yet I am still being charged. 

The dispute handling process is slow and disorganized : Why chase refund the charges of XXXX in XX/XX/XXXX and rebill in XX/XX/XXXX without justication? 

I request that chase refund the {$2300.00} charge immediately ; And conduct an internal review of the dispute resolution process to improve response time and protect cardholders more effectively. 

This situation has severely damaged my trust in Chase. I look forward to a clear and fair resolution as soon as possible.

Company response to consumer: Closed with explanation