Consumer complaint received 2023-12-26 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:
Check-in : Mon, XX/XX/2023, XXXX XXXX Check-out : Fri, XX/XX/2023, XXXX XXXX XXXX XXXX XXXX {$1000.00} Trip total {$1000.00} Points redeemedXXXX points Special check-in instructions There is no front desk at this property Guests will receive an email 72 hours before arrival with check-in instructions and an access code ; access will be through a private entrance To make arrangements for check-in please contact the property at least 48 hours before arrival using the information on the booking confirmation A virtual front desk provides assistance to guests Arriving/Leaving Check-in start time : XXXX XXXX ; check-in end time : anytime Contactless check-in and check-out are available Minimum check-in age XXXX Check-out time is XXXX XXXX Contactless check-out These are the information it was listed on XXXX through the Chase XXXX XXXX. I never received any emails 72hrs prior to check in with instructions and an access code. There was no other emails as well 48hrs prior to check in for arrival information such as which apartment or property it was in. I had reached out to Chase on Friday XX/XX/XXXX XXXX XXXX time. Chase had to contact their " third '' party which was XXXX. XXXX refused to speak with me and Chase had to be the middle man. During that time, they told me to wait 72hrs because the time zone were different from where Chase was from with XXXX . So I waited patiently for the email. Sunday arrived, XX/XX/XXXX, still no email. Reached out to Chase again and they had to contact XXXX again. They had me on hold, XXXX had to try to reach out to the owner of this property. No response at all from this property via phone or emails. Check in was less than 24hrs at that point and I had no where to go the next day with a baby if I didn't act fast enough to find another property in a foreign country. I wanted to cancel the reservation but XXXX told me I am responsible for the penalty fee. I was advised to wait til the day of the check in, if I did not receive anything, they will refund my money. On the morning of Monday XX/XX/2023 at XXXX XXXX time. I had to call Chase again and see if there's any response from the property owner. At that point it was more than 48hrs since the last time XXXX had try to reach out to them. I was on the phone for 2 hours with Chase because XXXX was the third party trying to reach out the owner in many different ways but no response at all. 
When I came back from my trip, I had called Chase twice and they had told me XXXX is refusing to refund my money because the property declined it. They are scamming people by taking their money without providing the service. XXXX claimed that the property owner had emailed me twice and I had verified my emails and I requested for the copy of it so I can see the timestamp they had emailed me. I had checked my inbox and spam which no email were found. Til this time, they still can not provide me the proof that the property owner claimed to email me the instructions. I would like to speak with XXXX myself but they refused because Chase is the middle man and I have to go through Chase. Chase claimed they can not refund my money because XXXX is refusing due to the property owner declining it. 
I asked for a charge back from Chase to get my points back which they refused. This property failed to provide their contact information when they even put in their instruction to contact them for check in information.

Company response to consumer: Closed with non-monetary relief