Consumer complaint received 2026-04-29 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: NJ

Complaint narrative:
On XX/XX/year>, I booked XXXX XXXX XXXX through XXXX for {$4000.00} charged to my Chase Sapphire credit card account ending in XXXX ( Booking ID XXXX, dates XX/XX/XXXX to XX/XX/year>, Acquirer Reference Number XXXX ). On XX/XX/year>, the property 's reservations manager wrote that XXXX XXXX would make an exception to the non-refundable policy and approve a date change with cancellation fees waived. Quote : " we would be happy to make an exception in your case and allow a change of dates. '' The property reconfirmed the exception in writing on XX/XX/XXXX, and again on XX/XX/XXXX : " We have made an exception to our policy and are happy to approve a cancellation fee waiver. We have already communicated our position to them during their initial phone contact. '' Property contact : XXXX XXXX, XXXX. The same day the property approved ( XX/XX/year> ), I directly requested that XXXX implement the property 's approval. I provided XXXX the property 's written approval and the property contact details on XX/XX/XXXX. Over ten days I had more than 24 documented chat interactions with XXXX agents. XXXX did not implement the property-approved exception. On XXXX 's own chat record, an XXXX agent admitted in writing that the property gave a " XXXX approval window '' and that the window " expired due to XXXX 's inaction. '' Other XXXX agents made directly contradictory statements : on XX/XX/XXXX, one agent confirmed the property had agreed to the change " free of charge '' ; another agent the same day at XXXX XXXX wrote that the " property did not approve your amendment request. '' On XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX responded to my executive escalation by writing that " modifications to existing reservation are not possible '' and " changes to booking dates can not be processed within our system, '' while in the same message stating that the property " may be able to support free cancellation. '' The merchant told me, in writing, that its system could not process the property-approved exception under any path. I filed a dispute with Chase on XX/XX/year> ( Claim XXXX ). Chase issued a temporary credit. On XX/XX/year>, Chase rebilled the entire {$4000.00} to my account as " XXXX XXXX XXXX XXXX '' and sent me a determination letter the same day signed by XXXX, Customer Service Specialist, stating : " we consider the disputed charge ( s ) valid '' because " the merchant provided the cancellation policy when you made the purchase '' and " they don't have a record of cancellation meeting the policy guidelines. '' Both Chase findings are factually true. Both are unresponsive to the billing error I asserted. The cancellation terms were disclosed at the time of booking. That is not in dispute. The dispute is whether the merchant delivered the service after the property approved a documented exception to those terms, and whether the merchant processed the credit that the property approved. The Chase determination does not address either question. I have now received the merchant evidence packet that Chase relied on. It consists of XXXX 's rebuttal letter, the original non-refundable booking confirmation, XXXX 's terms of use, and one email dated XX/XX/year> from " XXXX XXXX XXXX B2B Retail rate '' to XXXX saying " the hotel is unable to accommodate the date amendment due to this booking is non-amendable and non-refundable. '' XXXX is a third-party B2B hotel wholesaler, not XXXX XXXX XXXX The merchant evidence does not contain any direct communication from the property denying the exception, because the property approved the exception. The B2B intermediary refused on the original booking terms, in a self-referential refusal that did not consult the property. On the same day, XX/XX/year>, the property reconfirmed the approval in writing. Chase 's investigation appears to have accepted the merchant 's pre-purchase cancellation terms and the B2B wholesaler 's self-referential refusal as dispositive. On the face of the determination, Chase did not address ( 1 ) the property 's three written approvals of an exception to those terms, ( 2 ) the merchant 's written admission that its 12-hour approval window expired due to merchant inaction, ( 3 ) my direct refund request to the OTA, satisfying the procedural condition XXXX rules apply to OTA travel disputes, or ( 4 ) the merchant 's executive-level written admission that the merchant 's own system can not deliver the modified service. Reliance on the original cancellation terms and the B2B wholesaler 's refusal can not be a reasonable investigation under 12 CFR 1026.13 ( f ) when the cardholder has produced those four pieces of evidence. The dispute should have been coded as services not received ( XXXX Reason Code XXXX ) and credit not processed ( XXXX Reason Code XXXX ), with misrepresentation ( Reason Code XXXX ) in the alternative on the contradicting agent statements. Per XXXX 's published dispute rules for travel disputes, a cardholder 's direct refund request to the OTA is the procedural condition for the dispute. That condition is satisfied on the merchant 's own time-stamped record. I am also sending Chase a written billing-error notice today by certified mail to the address on the XX/XX/XXXX determination letter. That notice formally invokes the protections of 12 CFR 1026.13. Requested resolution from Chase : 1. Reverse the XX/XX/year> rebill of {$4000.00} and permanently credit my Chase Sapphire account ending in XXXX. 2. Conduct a fresh investigation under 12 CFR 1026.13 addressing the property 's written approvals, the merchant 's processing-failure admissions, my direct OTA refund request, and the merchant 's executive-level admission of system-level inability to deliver the modified service. In that investigation, contact XXXX XXXX XXXX directly, not the B2B wholesaler. 3. Provide me a copy of any additional merchant evidence Chase obtains, including any communication received directly from the property. 4. Confirm in writing that, during the investigation, the disputed amount will not be subject to collection, will not be reported adversely to credit bureaus, and will not be the basis for adverse account action, consistent with 12 CFR 1026.13 ( d ). 5. Reverse any interest, fees, or other charges associated with the disputed amount during the investigation period.

Company response to consumer: Closed with explanation