Consumer complaint received 2025-01-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: JPMORGAN CHASE & CO.
State: NC

Complaint narrative:
XX/XX/XXXX : I entered into a contract with XXXX XXXX XXXX XXXX to reserve their venue for my wedding on XX/XX/XXXX. 



XX/XX/XXXX : I paid a {$1000.00} deposit using our Chase Sapphire Reserve credit card and signed a payment authorization form that expressly limited the hotel 's authorized use of the card to that single {$1000.00} transaction. 



XX/XX/XXXX : The hotel failed to provide the full scope of services that it promised to deliver for our wedding. 



XX/XX/XXXX : The hotel sent us an invoice that contained {$2400.00} of overcharges. 



XX/XX/XXXX : My wife and I spoke with the hotel 's XXXX of XXXX XXXX XXXX, XXXX XXXX, to discuss the overcharges and loss of services. XXXX XXXX assured us that the overcharges would be removed and that she would speak to the hotel 's XXXX XXXX, XXXX XXXX, to determine an amount to credit us to compensate for our loss of services. 



XX/XX/XXXX : The hotel sent a revised invoice with a {$3500.00} credit to account for the loss of services but did not correct its {$2400.00} of erroneous overcharges. 



XX/XX/XXXX : I emailed the hotel an itemized list of the erroneous charges that needed to be removed and requested a final revised invoice. 



XX/XX/XXXX : The hotel 's Catering Sales Manager and Wedding Specialist, XXXX XXXX, responded to my XX/XX/XXXX email stating that she was " [ XXXX ] till awaiting a response from [ her ] Directors '' regarding the erroneous charges. At no point thereafter did anyone from the hotel attempt to contact us. The hotel made no effort to discuss the invoice and did not indicate that it was expecting payment. 



XX/XX/XXXX : The hotel proceeded to charge our Chase Sapphire Reserve credit card for the full amount of the XX/XX/XXXX invoicewith {$2400.00} of erroneous chargeswithout our knowledge or consent and in complete disregard of the limitation I expressly placed on the hotel 's authorized use of our card, which was unambiguously restricted to the single {$1000.00} transaction that I identified on XX/XX/XXXX. The hotel made no effort to contact us before initiating this unauthorized charge and did not communicate that it was expecting payment from us as we awaited a revised final invoice. 



XX/XX/XXXX : My wife and I became aware of the unauthorized charge to our Chase Sapphire Reserve credit card and immediately contacted the hotel. 




XX/XX/XXXX : The hotel replied to our email, apologized for the overcharges, and offered to issue a credit to our Chase Sapphire Reserve credit card in the amount of {$890.00}. 




XX/XX/XXXX : I responded to the hotel 's email and explained that we wanted the hotel to immediately reverse the {$15000.00} charge, address the remaining {$1500.00} of overcharges, and issue a revised final invoiceat which point we would promptly issue payment in full. The hotel was completely unresponsive. 




XX/XX/XXXX : I contacted Chase to dispute the {$15000.00} charge and was told that I could not dispute the transaction unless and until the hotel provided a revised final invoice. 




XX/XX/XXXX : I contacted Chase again to report the {$15000.00} charge as an unauthorized transaction and Chase subsequently opened an investigation. 



XX/XX/XXXX : The Chase fraud investigator, XXXX XXXX, called to say that she received documentation from the hotel purporting to show that the XX/XX/XXXX invoice was correct and that my wife and I were unresponsive to the hotel 's repeated efforts to collect payment. I asked XXXX XXXX to please send me the documentation to review and allow my wife and I an opportunity to respond because we could easily show that the hotel 's purported claims were demonstrably false. XXXX XXXX agreed and told me that she had to send the documentation by regular XXXX mail and that it could not be transmitted electronically. 



XX/XX/XXXX : I drafted a formal Notice of Disputed Charge containing XXXX pages of supporting documentation, which I sent by certified mail to JPMorgan Chase Bank, N.A., pursuant to the Fair Credit Billing Act ( FCBA ), 15 U.S.C.S. 1666 ( a ). 



XX/XX/XXXX : My wife received an email from Chase advising that they completed their review of the unauthorized transaction and that a letter documenting the review was available on the Chase Mobile App. The letter, which was dated XX/XX/XXXX, stated that Chase closed its fraud investigation and determined that we are responsible for the XX/XX/XXXX transaction because it " was the result of a dispute with the merchant. '' XX/XX/XXXX : We received the documentation from Chase by mail containing the hotel 's internal communications and became aware of material representations made by XXXX XXXX about her alleged efforts to contact us. I immediately called the hotel and was able to speak with XXXX XXXX, the hotel 's Accounts Receivable and Payroll Managerto whom I relayed our concerns and explained the circumstances, including the hotel 's attempts to charge us for services that it did not render ; the hotel 's failure to issue a revised final invoice or make any effort to communicate with us ; XXXX XXXX 's intentional misrepresentations ; the hotel 's unauthorized use of our credit card ; and the consequences we are currently facingbeing unable to close on a home we contracted to XXXX a result of the unauthorized charge. At XXXX EST, I sent XXXX XXXX XXXX lengthy email containing documentation of everything I shared with her on our call. XXXX XXXX responded at XXXX EST stating, " Thanks so much. I will follow up with our director and get back to you on Monday. '' At XXXX EST, we received an email from Chase notifying us that it received our dispute for the {$15000.00} transaction on XX/XX/XXXX, and that it was reviewing the disputed transaction. 



XX/XX/XXXX ( Monday ) : XXXX XXXX did not get back to me as she promised, and although I made numerous attempts to call and email her throughout the day, she was completely unresponsive. In an email I sent to XXXX XXXX at XXXX XXXX, I explained that I had been attempting to reach her all afternoon, that our closing was officially delayed until XX/XX/XXXX, and that our lender confirmed that the XX/XX/XXXX charge needed to be removed before closing. I acknowledged that it was a holiday week and kindly requested that the hotel get back to us no later than Friday, XX/XX/XXXX. XXXX XXXX did not respond. 



XX/XX/XXXX ( Friday ) : I again attempted to call and XXXX XXXX, but she remained unresponsive. At XXXX XXXX, my wife and I called and left a voicemail for the XXXX XXXX, XXXX XXXX XXXX At XXXX XXXX, I forwarded my communications with XXXX XXXX XXXX XXXX XXXX and asked her to call me as soon as possible. 



XX/XX/XXXX ( Monday ) : I received my green return receipt from XXXX documenting that the Notice of Disputed Charge was successfully delivered to JPMorgan Chase Bank, XXXX on XX/XX/XXXX. 



XX/XX/XXXX ( Tuesday ) : Neither XXXX XXXX nor XXXX XXXX have responded to our calls or emails, and we have not been able to reach anyone at the hotel. At XXXX EST, I accordingly sent an email to the managing members of the XXXX XXXX XXXX XXXX XXXX and the Chief Financial XXXX of the StepStone XXXX XXXX XXXX advise of the circumstances and request their immediate intervention in the matter. XXXX XXXX XXXX XXXX XXXX owns the hotel and XXXX XXXX XXXX purportedly manages the hotel. The former is a New York limited liability company ( run by the infamous XXXX family ) that is currently at risk of administrative dissolution in the State of North Carolina ; the latter is a Rhode Island XXXX that has failed to register as an entity doing business in the State of North Carolina. 



At XXXX XXXX, I attempted to call Chase XXXX follow up on the new dispute it initiated on XX/XX/XXXX. I explained to Chase that we will be able to delay the closing on our house for XXXX additional week, but the seller will not accept any further delays after XX/XX/XXXX. The first supervisor with whom I spoke disconnected the call. The second supervisor confirmed that the dispute is still " under review '' but explained that the disputed transaction ( 1 ) will not be reversed because it was not unauthorized ; and ( 2 ) can not be disputed without a final revised invoice.

I reiterated to the supervisor that we have been asking the hotel to issue a revised final invoice since XXXX ; that we provided Chase an itemized list of the hotel 's overcharges with supporting documentation ; that the hotel used our credit card without our authorization to charge us for services that it did not render ; and that, as a result of the hotel 's deceptive and unethical business practices, we are now unable to obtain final approval for a mortgage on a home that we contracted to buy. If the {$15000.00} charge is not reversed by next Tuesday, we will lose the opportunity to close on the house and incur significant financial damages. 



My wife and I pay our bills in full and on timeincluding the full balance of every monthly statement on our Chase Sapphire Reserve credit card. We have been willing and able to pay the hotel since we signed the XXXX XXXX in XXXX. We have simply requested a revised final invoice ( free of erroneous charges ) and a reasonable opportunity to issue payment to the hotel in any form that it expressly accepts. The hotel should not be rewarded for its unethical and deceptive business practices ; and we should not be coerced or pressured into using a method of payment that will cause us significant financial damage when we have alternative and equally acceptable means available to pay that would ameliorate all foreseeable harm without undue prejudice.

Company response to consumer: Closed with explanation