Consumer complaint received 2025-06-12 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: CA

Complaint narrative:
I am filing a complaint regarding Chases handling of a billing dispute I submitted through my Chase Sapphire Preferred Card ( Account ending in XXXX ), relating to a recent stay at XXXX XXXX in XXXX al XXXX, XXXX. 

Transaction details : Merchant : XXXX XXXXXXXX, XXXX al XXXX, XXXX Stay dates : XXXX XXXX, 2025 Booking : Standard Room XXXX XXXX Transaction date : XX/XX/XXXX & XXXX, 2025 Amount : {$2100.00} USD & {$1600.00} USD Summary of Issue : The hotels official website clearly promoted Air Conditioning as a featured amenity included with the Standard Room : XXXX XXXX XXXX  Summary of Issue : The hotels official website clearly promoted Air Conditioning as a featured amenity included with the Standard Room : XXXX : XXXX Upon arrival, we found that the air conditioning for the entire property had been deliberately shut off and was not available for use. I immediately spoke to the hotel front desk staff to inquire about this. The staff member informed me that the air conditioning would not be turned on until the end of XXXX, based on local ordinance or seasonal policy, and offered no alternative solution other than to open the window or accept a portable fan for the room. 

I was traveling with elderly parents and young children, and the lack of functioning A/C made the room fundamentally unsuitable and materially different from what had been advertised and booked. This is a clear example of false advertising and services not delivered as described, which is protected under the Truth in Lending Act ( TILA ), Regulation Z ). 

To make matters worse, I was pressured to pay the bill under duress, as the hotel had made copies of our passports during check-in. We did not feel comfortable refusing payment in that situation, knowing it could cause problems in retrieving our identification or with local authorities. 

Actions Taken : I submitted a formal billing dispute with Chase in late XX/XX/2025, fully documenting the facts and linking to the hotels website showing air conditioning as an included amenity. 
Chase initially ruled in favor of the merchant without providing any clear explanation or justification to me as the cardholder. 

I requested escalation and spoke with a Chase representative by phone on XX/XX/2025, asking for clarity as to why my dispute was denied and reiterating that this was a case of merchant misrepresentation and failure to deliver services as described. 

The Chase representative provided no clear explanation or legal basis for the denial and informed me the case would remain closed. The very next day after this phone call, Chase formally closed out my dispute entirely, despite my having raised valid concerns and without conducting further proper review. 

Why this is problematic : The burden of proof Chase is imposing requiring written contact with the merchant during the stay ( which was mentioned during my call, though no clear written policy was cited ) is not supported by Regulation Z. In this case, I immediately contacted the hotel in person, and the staff explicitly refused to provide the promised service ( air conditioning ), offering only to open the window or provide a fan. I am not required to have sent an email to preserve my right to dispute a charge for services not delivered as described. 

Furthermore, Chases handling of my dispute lacked transparency and fairness : No clear written justification was provided when the initial denial occurred. 
During escalation, I was given no clear legal basis for denial despite directly asking for one.

The dispute was closed out the day after my call suggesting Chase had no intention of giving proper consideration to my concerns or conducting a thorough review. 
Chase is also disregarding these facts : The hotels website clearly listed A/C as a featured amenity.The A/C was not provided and the staff admitted it was intentionally turned off. 

I promptly spoke to the front desk about the issue during our stay. 
We were provided no adequate solution, only a suggestion to open a window or accept a fan. 

Payment was made under duress due to the hotels retention of our passport copies.

Additional concern : As a long-standing Chase customer, I expect Chase to uphold the advertised consumer protections that come with their travel-focused credit cards. In this instance, Chases handling of my dispute was not only substantively incorrect it also failed basic transparency standards that consumers should expect during dispute resolution processes.

Company response to consumer: Closed with explanation