Consumer complaint received 2025-08-19 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: NY

Complaint narrative:
Subject : Unauthorized / undisclosed securitydeposit charge & dispute mishandled * On XX/XX/XXXX I booked a stay in XXXX through the platform of XXXX. Listing had no deposit mentioned in the description. And still does include this information as of today in the listing of XXXX. ( Exh A ) * After preceding with the payment for the stay {$1200.00} ( CHF XXXX ), I receive from XXXX  XXXX confirmation : XXXX XXXX confirmation that showed no deposit requirement ( ExhA ) and one mentioning the XXXX damage deposit refunded in full via credit card on check-out. ( Exh J ). 
* On XX/XX/XXXX a charge for my stay of {$1200.00} ( CHF XXXX ) from XXXX XXXX XXXX XXXX hit my Chase Freedom XXXX XXXX credit card ( attachment : XXXX ) * On XX/XX/XXXX a charge of {$1100.00} ( XXXX ) from XXXX XXXX XXXX  XXXX hit my Chase Freedom Unlimited XXXX credit card XXXX ... XXXX ) ( attachment : XXXXBank-Statement ). 
* The host when asked called it a security deposit but supplied no terms ; they also requested my XXXX code via chat several times even though the charge was already done ( ExhB ). 
* I stayed in XXXX from XX/XX/XXXX XXXX, XXXX. No damage occurred. Booking confirmation promised the deposit would be refunded in full on checkout ( ExhJ ). 
* On XX/XX/XXXX I requested the host the deposit. The deposit was acknowledged by the host but they were facing technical problems with the credit card terminal. They asked for additional information which was then provided. ( ExhF ). 
* Further attempts to get the refund of deposit from host ( ExhG-H ) * On XX/XX/XXXX XXXX never arrived from the host so the issue was escalated to XXXX. They promised to refund on behalf of the host with the booking.com wallet showing XXXX failed refund attempts on XXXX & XXXX XXXX XXXX, flagged Not eligible ( ExhL ). 
* XX/XX/XXXX I filed a billingerror dispute with Chase ( creditor ) by phone and secure message also attached all documents necessary for dispute ( ExhQ ). 
* XX/XX/XXXX Chase granted provisional credit equal the deposit of {$1100.00} ( XXXX ) * XX/XX/XXXX Chase reversed credit, citing Visa XXXX / XXXX ; denial letter provided no merchant evidence ( ExhI ). Denial for failed to provide the transaction receipt or refund aknowledgement but this was all provided and were resent several time to Chase. 
* XX/XX/XXXX Final denial letter ; Chase reported dispute outcome to XXXX XXXX XXXX XXXX  XXXX ( ExhK ). 
* Further attemt has been made and are currently still actioned to reopen the dispute with further clarification but again dispute was closed due to same decision. 

Why Chases denial is improper : XXXX. Timeliness Under Regulation Z * Charge appeared on XX/XX/XXXX statement ( doc XXXX ). 
* On XX/XX/XXXX Billing-error notice filed to Chase after XXXX XXXX window, but Chase accepted the dispute and issued provisional credit on XX/XX/XXXX * Conclusion : Timeliness waived as my notice reached Chase after 60 days XXXX but Chase accepted the dispute and issued provisional credit, waiving timeliness as the sole defense ( Reg Z 1026.13 ( b ) ( 1 ), Off. Interp. ) 12 C.F.R. 1026.13 ( b ) ( 1 ), Off. Interp. 13 ( b ) ( 1 ) -1 2. Timeliness Under XXXX  Rules * Booking confirmation ( Exh J ) states deposit will be refunded in full on check-out ( XX/XX/XXXX ). 
* XXXX deadline : XX/XX/XXXX * Dispute filed XX/XX/XXXX well within the window. 
* Conclusion : The dispute is timely under XXXX rules. 

XXXX. Incomplete reason code : XXXX  XXXX / XXXX applies as a refund was promised but not processed ; refund was promised to be in full on checkout via credit card and still not processed ( ExhJ ). But in addition the charge itself was unauthorized nor was it properly managed and the promised refund also failed. Proper codes are 13.5 ( Misrepresentation ), 13.2 ( No Cardholder Agreement ), and 13.6 ( Credit Not Processed ) all should be used.

4. No merchant documentation : Chase provided no evidence from the merchant as required under Reg Z 1026.13 ( f ).

5. Deposit undisclosed & never refunded : Exhibits A, LP show lack of disclosure for the charge of deposit and repeated refund failures only disclosed in Exh J after payment has been made displayes deposit and promis to refund but never
refunded.

6. Repeated CVC request violates PCIDSS 3.2 ( ExhB ).

7. Credit reporting premature : Chase furnished a resolved notation to all bureaus while the dispute remains contested ( FCRA 623 ).

Consumer impact The {$1100.00} loss is material. Conflicting explanations from Chase and creditbureau reporting from Chase have caused immense stress, time off work, and potential creditscore harm.

Company response to consumer: Closed with monetary relief