Consumer complaint received 2026-01-12 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: MA

Complaint narrative:
On XX/XX/XXXX, Chase XXXX, the travel agency associated with JPMorgan Chase, provided services by arranging an XXXX XXXX XXXX XXXX following a price drop on a ticket previously purchased through the Chase XXXX website. During this process, the Chase XXXX advisor conducted a phone call with XXXX XXXX while I remained on hold on a separate line. 

After arranging the credits, the advisor incorrectly informed me that the XXXX XXXX travel credits were not transferable to another passenger. This call was recorded. Multiple subsequent reviews by Chase of the recorded call have confirmed that the advisor provided me with this misinformation, and XXXX XXXX has confirmed with both myself and Chase that the credits were, in fact, transferable to another passenger as well as a different itinerary. The only restriction was a XXXX credit expiry. 

Relying on this misinformation, I did not cancel and reprocess a ticket purchase made only moments earlier on Chase XXXX for {$1100.00}. Had the advisor provided correct information about the product she had arranged, I would have simply cancelled and repurchased this ticket directly with XXXX XXXX using the credits. The sole reason the credits were not used was the incorrect information provided by the Chase XXXX advisor regarding the travel product she had just arranged. Importantly, I was unable to query XXXX XXXX directly about the transferability of credits because the advisor had them on a separate line. 

After extensive attempts from XXXX - XXXX, XXXX to resolve this issue directly with Chase XXXX by phone, I filed a billing dispute with JPMorgan Chase for the {$1100.00} charge under services not provided as expected. The expected service was accurate information regarding travel products and credits ; the service actually provided was demonstrably false information, which directly resulted in an unnecessary purchase from Chase XXXX, the same vendor providing the misinformation. 

Despite finding in its investigation that the Chase XXXX advisor provided incorrect information and that this misinformation caused the charge, Chase has refused to correct the billing error. 
Over multiple months, Chase has offered shifting and inconsistent reasons for denying remediation, including : - Claiming the information provided by the advisor was accurate or consistent with XXXX XXXX Policy ( repeatedly disproven and easily verifiable with AA ) - Offering a XXXX  credit card points award that did not resolve the billing error, was grossly disproportionate to the {$1100.00} claim, and was not presented or accepted as a final settlement - Citing completion of airline travel, even though the dispute concerns misinformation by the XXXX XXXX and an unnecessary expenditure, not a problem with airline travel - Referencing partial use of airline credits while refusing to refund unused credits. 

Because Chase has verified the factual basis of the error but continues to deny remediationand because the stated reasons for denial have changed repeatedlyI am concerned that this dispute was not resolved through a reasonable, evidence-based investigation, as required under the Fair Credit Billing Act. 

I am also concerned about potential bias, as the vendor involved, Chase XXXX, is part of the same corporate structure as the card issuer.

Company response to consumer: Closed with explanation