Consumer complaint received 2024-09-26 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: TX

Complaint narrative:
To Whom It May Concern, I would like to raise a complaint against JP Morgan Chase Bank, for not refunding my charges related to a transaction where I was denied services by XXXX XXXX. My claim to refund was denied twice by my credit card company JP Morgan Chase without providing any appropriate reason, saying these transactions are valid and will remain on your account balance. 

Below are the additional documents supporting my claim, that I would like you to be considered while processing my claim. 
XXXX. My XXXX XXXX confirmation email. 
XXXX. XXXX XXXX XXXX XXXX. My complaint filed with JP Morgan Chase. 
XXXX. The response from JP Morgan Chase. 

While looking into the claim I would request you to consider the following. 
I booked round trip flight tickets for me and my family ( from XXXXXXXX XXXX  XXXX ) through XXXX. I made this reservation through the XXXX website. 
On the day of my travel ( XXXX XX/XX/year> ) when I was at the airline Front Desk to check-in, they did not check me in saying that I dont have a XXXX transit visa. 
o The airline never informed me about this requirement or rule change. They did not inform me while I was booking the ticket, or after I booked the ticket ( via an email or some other form of communication ). 
On the day of my travel, after I reached the airport, the front desk personnel informed me that I was not allowed the board the flight. They informed me that this transit visa requirement was a new rule started recently. They told me to reach out to Reservations team ( phone customer support ) so they can help find another reservation with another airline in XXXX XXXX. 
The XXXX XXXX team also told me that there was a XXXX XXXX flight later the same day, which is part of XXXX XXXX, and had availability in it. The airline did not require having a transit visa like XXXX. 
I called the Reservations team ( customer support number ) and explained the scenario, the first person that I talked to hung up on me saying that he can not handle this and asked me to call the next day. 
I had explained to him repeatedly that I was at the airport with my wife and kid, but he still refused to help me. This was the first time where the XXXX customer support person had hung up on me, while I was at the airport with my wife, kid and XXXX bags with me. 
I called XXXX XXXX XXXX XXXX and was hung up on multiple times. 
XXXX of the times a different support person answered, and I explained my whole situation to them. I asked them about the replacement ticket ( XXXX XXXX option that Front Desk team told me about ) and they told me that it doesnt have availability, and I must travel only through XXXX XXXX XXXX 
o The XXXX reservations team was not willing to provide an alternative for me and my family for our reservation. 
o They were insisting on me and my family applying and getting a transit visa and then calling them to help reschedule the flight. 
o This was not feasible, as it will take multiple weeks to get a visa, and I had other business and personal tasks I had planned during my trip. This multiple week delay was simply unacceptable, as I had planned my entire trip with my family and kids ' pre-school schedule and my visa appointment. 
I had asked the Reservations team ( XXXX customer support ) to provide either an alternative flight ( like XXXX or any other airlines ) or refund my ticket money so that I can go ahead and book an alternative itinerary on my own. 
o They denied the request to book the alternative ticket with their own sister airlines in their XXXX XXXX XXXX. 
The XXXX reservations team said they will not be able to refund my ticket after they denied me to avail the services I had booked. 
o I spent the amount listed in the charges attached, and they denied refunding me any of that. 
All this experience had put my entire trip in jeopardy, leaving me and my family at the airport for more than XXXX hours to talk to XXXX XXXX XXXX team and Reservations team while managing my kid and this was the worst ever experience, I had faced. 
I raised an XXXX complaint against XXXX for refusing to provide me an alternative or a refund for my ticket. ( attached case details ) After I was denied boarding and a refund by XXXX, I raised a refund request claim with JP Morgan Chase Bank team, to get a refund for the charges from XXXX. I requested them to provide a refund and provided them all the details mentioned here. 
JP Morgan Chase declined to refund me my charges, claiming that my charges looked to be valid charges. 
When I talked to the Chase customer service team regarding the dispute about the attached charges, the customer support team had asked me to provide a document with explanation of what happened regarding the disputed charges. They said they will re-open the case and investigate it. 
Chase then denied my claim again, providing me no explanation ( as shown attached ). 
JP Morgan Chase support has been completely unhelpful and are denying my refund request and are not investigating the case despite me providing all the details they requested. 


Thanks, XXXX XXXX.

Company response to consumer: Closed with explanation