Consumer complaint received 2024-12-30 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: ME

Complaint narrative:
1. On XX/XX/year> at approx XXXX XXXX, I made an online reservation at XXXX  : XXXX XXXX thinking that it was the XXXX XXXX booking site. The web pages advertised a 4-night stay at $ XXXX/night ( {$480.00} ). The webpage that I took a screen shot of said my Chase card will be charge {$680.00}, which is more than {$200.00} over, but maybe it's due to taxes, so I accepted. See Attachment 1. 


2. A few minutes later at XXXX XXXX, I received an email confirmation for the 4 nights at a XXXX XXXX and that my card was charged {$1100.00}, which included higher prices than advertised for the other nights, a tax-recovery charge and service fees of {$330.00}. See Attachment 2. 

3. I immediately called the number associated with XXXX  at XXXX XXXX  to request clarification, and low and behold, the on-site person, who said she was at the XXXX XXXX itself, said there are no refunds. Period. See Attachment 3 phone call logs. 

4. Then I called my Chase VISA card customer service to report the fraud and they said they would remove the charge from my account, AND cancel the credit card and issue another. The fraud was stating one price and substituting another higher price without revealing the higher price before my card was charged. Secondly, I discovered that the website is not a XXXX XXXX business -- which in 50 years of staying with them, they have NEVER had a no-cancellation policy. 

5. A few weeks later, Chase re-entered the {$1100.00} charge onto my new credit card, explaining that because " I was the one agreeing to pay, and not some third party who stole my credit card. '' Chase appears to be on the side of fraudulent businesses. So I entered the DISPUTE process. 

6. In the dispute process, I wrote a letter explaining the situation again, and Chase said it would talk about it with the vender, XXXX. At first Chase removed the charge from my credit card pending the resolution. Then someone from Chase called me around XXXX, I think ( if you need the exact date and time, I can research it ) ; and wanted to complete my part of the dispute since I had not yet turned in my evidence. He, the Chase rep, took my information over the phone and agreed that I need not send anymore evidence in -- it was clear that the vendor was in the wrong. I asked that question specifically, but I did not get it in writing. The Rep said I was making a reasonable description of a fraudulent activity on the part of XXXX 

7. Chase reviews the materials with XXXX  -- WHO LIED -- by submitting screen shots of the email which XXXX sent me showing the {$1100.00} and the no refund policy, INSTEAD OF the prepayment screen shot ( before the reservation was completed ) of the {$680.00}. 

The fraud part : one must complete the reservation and have the credit card charged in order to view the no cancellation policy AND the final price. Ergo Chase re-instated the {$1100.00} to my most recent credit card statement. 

8. I called Chase as soon as I received the notice of their denial, and was told by their Dispute department that my evidence was not sufficient to dispute the charges. ( No kidding, because earlier the Chase rep said I didn't need to turn it in. Well, I am now! ) Furthermore the Dispute Department told me my case/claim was closed on XX/XX/XXXX, with no further action. XXXX. 

Background : guestreservations.com/holiday-inn-hotel-suites-bellingham appears to be a third party reservation service not associated with XXXX XXXX. On different dates, I have viewed them as a XXXX affiliate and at other times see a statement that XXXX/ is no longer accepting reservations. It changes. 

Chase card services XXXX XXXX XXXX XXXX ; card ending in XXXX

Company response to consumer: Closed with explanation