Consumer complaint received 2025-02-14 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: IL

Complaint narrative:
XXXX XXXX, XXXX, I booked a roundtrip flight on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for travel on XXXX XXXX XXXX, XXXX. 
-Although the flights were booked through XXXX and my Chase credit card statement showed that I paid XXXX {$1300.00}, the outbound flights were on XXXX XXXX ( flight from XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX and the return flights were on XXXX XXXX ( flight from XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX. 

-When I arrived at the airport on XX/XX/XXXX for my outbound flight to XXXX XXXX I was told by the XXXX XXXX XXXX that, while he could see my reservation, I had not paid for the flights. 
-I showed him my credit card receipt but he would not accept it as proof of payment and I was forced to pay a second time for the same flights if I wanted to board the plane with my friends. 
-So I paid another {$1400.00} to XXXX XXXX XX/XX/XXXX for the same flights figuring I would straighten it out upon my return. 

XXXX XX/XX/XXXX I called XXXX XXXX customer service desk. After explaining the situation, I was told to submit an electronic complaint, with I did. 

XXXX received an email response saying I needed to submit a letter in writing. 

XXXX XX/XX/XXXX, I mailed a letter to XXXX explaining the double billing and requesting a credit. 

XXXX XX/XX/XXXX, having not received a response, I wrote a second letter to XXXX and mailed it via Certified Mail. 

-Several weeks later, I received a letter from XXXX indicating that I must work with XXXX XXXX to resolve my complaint. The letter indicated that all of the documentation I submitted had been forwarded to XXXX XXXX and that I should expect to hear from XXXX XXXX shortly. To date, I have not heard from XXXX XXXX. 

-Several weeks later I called the Chase Mileage Plus credit card fraud desk and explained the double billing and requested a credit for one of the two charges. 

XXXX XX/XX/XXXX I received a letter from Chase indicating that I was being given a temporary credit for the {$1300.00} initial charge while the dispute was being researched. 

XXXX received a second letter on XX/XX/XXXX indicating that the {$1400.00} charge had been resolved and that the charge was considered valid since I took the flight. 

XXXX XX/XX/XXXX, I received another letter from Chase indicating that the {$1300.00} charge was also considered valid based on the investigation conducted, thus suggesting that both charges were valid. 

XXXX XX/XX/XXXX, I went to my local Chase Bank branch and explained the situation to my personal banker, who filed an escalated complaint on my behalf. 

XXXX XX/XX/XXXX I received a call from Chase asking for additional details and then instructing me to call a different dispute team within Chase. 

XXXX XX/XX/XXXX I called the different dispute team and spoke to a woman at Chase who told me the window for filing a dispute had closed. When pressed, she transferred me to her supervisor, who agreed to reopen the dispute and agreed that I was clearly double billed for the same flights. 

XXXX XX/XX/XXXX, I received another letter from Chase indicating that the latest review confirms the previous finding that the transactions were valid and there is no evidence of a billing error. 

XXXX XX/XX/XXXX, I sent an email to the Chairman and CEO of Chase Bank to complain about the unresolved complaint. I did not receive a response. 

XXXX XX/XX/XXXX I sent a copy of the email via Certified Mail to the Chairman and CEO of Chase Bank XXXX I have not received a response.

Company response to consumer: Closed with explanation