Consumer complaint received 2025-01-28 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: IN

Complaint narrative:
I filed a dispute with my credit card, Chase Sapphire, my family and I had booked a four night hotel stay with XXXX hotels and resorts XXXX XXXX for arrival on XX/XX/year> and departing on XX/XX/year> XXXX rooms we arrived at the resort on the XXXX on the second day of our stay there were cockroaches in our room of which I informed the hotel and they were supposed to spray our room which Im not sure if they did or not. later that night, my husband was brutally assaulted by another guest and was told that they were going to send him home in a XXXX XXXX. My husband was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. Notes hotel staff was aware of the situation as they witnessed the other guest, threatened my husbands life. This all shouldve been captured on video camera as they have security cameras all over the place. after the guest that assaulted my husband threatened his life, We decided that we were going to leave that next day with our adult children and our grandchild because we did not feel safe at this resort. We were in a foreign country my husband was injured and we were afraid for all of our safety. we changed our flights and left the next day. I contacted the resort via email and their parent company XXXX via email giving them specifics of the incident and requesting requesting a refund of all XXXX nights and also requesting video footage of the incident in case we wanted to proceed legally. they did not provide the video footage or even acknowledge my request for it even though I asked multiple times. They did agree to refund one night of the two nights that we did stay at the hotel. I requested that they additionally refund the two nights that we did not stay. they refused to do so Therefore I filed a dispute with Chase. chase submitted information back to me saying that the hotel said that we stayed all four nights even though the hotel themselves provided an early checkout statement showing that we left after only two nights. Chase also has proof of our flight information showing that we flew home after only two nights Chase is stating the reason they will not honor the dispute is because we stayed for all four nights, even though all proof shows that we did not, we did not choose to be out extra money to change our flights and have our vacation ruined. We left early and came home because we feared for our lives Chase is saying that the time has now ran out to appeal The dispute because they have taken so long. I have been fighting this for months now I started the dispute only days after we returned home if it wasnt so difficult to file legal charges for the resort in a different country I would have done so. my only recourse is to file a dispute to have the money returned to me for the nights we did not stay at the resort in the amount of {$770.00} This should be a really cut and dry case. I am not sure why Chase will not return the money to us, even though I have proven that we did not stay at the resort. Chase does have a copy of my early check out statement from the resort directly. I am unable to locate the copy that I have other than on my Chase app and I am unable to print that, but Chase does have it.

Company response to consumer: Closed with monetary relief