Consumer complaint received 2025-05-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: JPMORGAN CHASE & CO.
State: MA

Complaint narrative:
booked a XXXX month stay through booking.com for a property in XXXX during XXXX through my chase bank account. What was meant to be a month stay needed up being less than 1 days stay because of how badly and falsely advertised the location was. The hotel XXXX was friendly and apologized for the room conditions and hotel conditions and promised a full refund. When I checked out they said that no worries they have informed XXXX and they will be the ones who will refund me as they are the ones who dealt with my money and bank. I noticed they charged me so I reported it as dispute however it was denied through chase and chase bank told me to get my refund through booking.com. For months I have been waiting for my refund from booking.com and there excuse was that the property is refusing to give me the money which is not true. I got the XXXX police involved and they were very helpful and provided me with sufficient evidence that prove how booking.com are scamming me. The proof is on XX/XX/XXXX, the property successfully transferred my funds to booking.com to send to me. Later around XX/XX/XXXX I get communication from booking.com that they will refund me as they have my funds and that my money should be in my accounting XXXX business days. However it is XXXX now and I still dont have my money and I keep asking why did you not send it and they lie and say that my bank rejected it and that I successfully won a claim with my bank which is not true and they say that they do not have my funds now which is not true as they have my funds since XX/XX/XXXX and they even acknowledged that. I have also called chase bank several times and they said they can not help me and that booking.com should be the ones to refund me! They both contradict each other and now I still do not have my money refunded in my account and there is police reports with the proof. 

I even complained to the bureau of FTC about chase and booking.com and chase XXXX a letter saying my original claim was not won by me and that I need the refund from chase bank. 

On XX/XX/XXXX, XXXX from booking. Ok acknowledged the letter and said my refund was approved and I should receive my refund of {$1700.00} by XXXX days and informed me that his finance team will provide me with an ARN number shortly within hours. I have been waiting around another mibty for the XXXX number and I still don't have it. They even told me to contact chase bank to ask on the status of it, even without giving me the XXXX number. 

It is now XX/XX/XXXX and after following up several times with booking.com I got a letter today that they alsways send me which is I won the claim with chase. This was already proven false and booking.com even acknowledged and apologized. 

Booking.com have been purposefully holding onto my refund since XX/XX/XXXX and have been scanning me. I even filed XXXX police reports and they still do not care. I need my refund! 


I have been calling them and emailing then back and forth and even sent booking.com the final letter from chase

Company response to consumer: Closed with explanation