Consumer complaint received 2025-02-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: JPMORGAN CHASE & CO.
State: NV

Complaint narrative:
Hello, This case concerns an airplane ticket purchased from XXXX XXXX  and a Chase credit card. 

TIMELINE : XX/XX/XXXX XX/XX/XXXX I purchased an airline ticket for a friend from XXXX to XXXX XXXX on the XXXX site. The price advertised on XXXX was good, {$700.00}. I purchased it, along with insurance that would allow us to cancel. Upon purchase I immediately received an email letter from XXXX of {$930.00}, {$230.00} higher than what was advertised when I pressed the buy button. 

We tried to cancel the ticket but kept getting the run around from XXXX reps. Since we could not cancel, my friend used the ticket. 

XXXX? A day or two after purchase. I started a complaint with Chase and started to upload documents to prove my case through transactions dispute. The website only allowed me to upload 5 documents. I still had many more documents to upload to support my case, but was unable. 

XX/XX/XXXX Chase wrote that based on the information available they concluded that the charge from XXXX was valid. 

XX/XX/XXXX I called Chase customer service, talked with XXXX, she could not understand my problem that I could not send all my documents and she could not give direction. 

XX/XX/XXXX I called Chase customer service and talked with XXXX. She recommended waiting 20 minutes between uploads. This did not work. 

XXXX? A day or 2 or 3 later. I found another way to send all the remaining information, through secure messages. In my cover letter I also objected to how Chase handled matters. From my cover letter ( XX/XX/XXXX or XXXX ) it should have been obvious that I had more documents to send that Chase never received. And, Chase themselves admitted that they did not have complete information yet they made a decision. 

XX/XX/XXXX Chase wrote and rejected my claim. They sent this information to 4 credit agencies. 



XX/XX/XXXX XX/XX/XXXX I wrote another letter to Chase and strongly disagreed with the decision. I explained in detail my objection. I asked that if Chase continued to disagree with my proofs, that they would provide an explanation in writing and submit proof for their decision. 

XX/XX/XXXX Chase wrote that they would investigate. 


XXXX XX/XX/XXXX statement includes charge from XXXX. {$230.00} XX/XX/XXXX XX/XX/XXXX The Chase website does not have the option under transactions to dispute the XXXX charge. I sent a letter through secure messages. Also resent XX/XX/XXXX letter. 

XX/XX/XXXX XXXX, Chase rep, wrote and told me to send a fax since this dispute can not be initiated by email. 

I sent two faxes. 

XX/XX/XXXX I called the dispute center : XXXX to check details. I was told to fax a request to reopen this case and supporting documentation to XXXX. 

XX/XX/XXXX I sent the request and documentation by fax. In my cover letter I again asked Chase that if they disagree that they provide a written explanation and proof for their decision. 

XX/XX/XXXX Chase rejects my claim, said that XXXX charge is valid. They did not explain nor provide any proof. They also wrote Because we have conducted a thorough additional review of your dispute and can not find a valid billing error, we will not respond to future correspondence from you about it. 

XX/XX/XXXX I called Chase, XXXX, and spoke with XXXX. She explained that Chase considered the invoice from XXXX to carry more weight than my screen shots. She gave no indication that Chase would offer an explanation or proof. 



XX/XX/XXXX XX/XX/XXXX XXXX start case with CFPB To prove my claim to Chase, I sent a screen shot of every step on the XXXX website until I reached the purchase page that showed a price of {$700.00}. The XXXX website did not show a price of {$930.00}. I submitted all of this to Chase, along with a record of my phone calls to XXXX when I tried, unsuccessfully, to cancel the ticket. I also asked Chase that if they still disagreed that they explain their reasons in writing and submit proof for their decision. 

I am submitting to you this same documentation, they are documents XXXX, XXXX, XXXX.

Company response to consumer: Closed with explanation