Consumer complaint received 2026-05-11 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 this complaint regarding Chases handling of a dispute involving failure of contracted lodging services through XXXX. The disputed XXXX transaction was approximately {$2300.00}. The transaction date was XX/XX/year>, and I filed the dispute with Chase on XX/XX/year>, under a failure-to-receive-services claim. This dispute has now been closed multiple times despite extensive supporting documentation and repeated escalation efforts. The central issue is that Chase repeatedly categorized the matter as an authorized transaction issue rather than substantively reviewing the actual dispute submitted : failure of contracted lodging services after payment. The XXXX host represented in writing that we could remain at the property through at least XX/XX/XXXX and potentially longer. Instead, the reservation was terminated approximately three weeks early with effectively less than one days notice. During the stay, the host informed us that we would be required to vacate temporarily so the lender could inspect the property. However, the reservation was then terminated the day before the lender inspection was scheduled to occur. I contacted Airbnb more tha n 40 times seeking assistance and escalation. Despite these repeated contacts, XXXX failed to resolve the matter. In addition, escalation notes and communications that previously appeared in the XXXX portal are no longer visible there despite the extensive history of prior contacts. I repeatedly uploaded supporting documentation to Chase, including written communications, screenshots, timelines, summaries, and evidence directly supporting the claim. Chase records reflect additional document uploads, including XX/XX/year>. Despite this, Chase repeatedly closed the dispute without addressing the actual failure-of-services issue presented. Chase initially issued provisional credit related to this claim in the amount of approximately {$2300.00}. That provisional credit was later reversed on or about XX/XX/year>, after the dispute was closed. The disputed amount represents essential living funds, including housing, food, and transportation expenses. Because the dispute has now been repeatedly closed without what appears to be substantive review under the correct dispute category, the reversal of the provisional credit has created severe financial hardship while this matter remains unresolved. Since the reversal, I have continued attempting to reopen and escalate the claim. On XX/XX/year>, I spent approximately 90 additional minutes on the phone with Chase regarding the dispute. On XX/XX/year>, a Chase representative responsible for account relationship management reviewed my account history, acknowledged that my account had previously been in good standing, strongly encouraged me to continue pursuing the matter, and advised me to request communication outside the portal if additional documentation was required beyond portal limitations. Despite those representations, the dispute still does not appear to have received substantive review under the correct dispute category. At this point, my concern is not simply disagreement with the outcome. My concern is that Chase repeatedly closed the dispute without properly evaluating the failure-of-services claim and supporting documentation submitted. I am requesting supervisory review of the dispute handling process applied to this claim, review of whether the dispute was improperly categorized as an authorization issue rather than a failure-of-services dispute, and a clear written explanation regarding the repeated closure of this claim despite extensive documentation and repeated escalation attempts. I previously maintained a strong banking relationship with Chase and followed all available procedures through both XXXX and Chase in good faith.

Company response to consumer: Closed with explanation