Consumer complaint received 2023-08-09 00:00:00
Product: Credit card or prepaid 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: OK

Complaint narrative:
I am a Marriott XXXX rewards member, so I have a credit card through Chase with them. The credit card is attached to my Marriott online account. When I book a hotel it automatically books on that credit card. I went to a stay at the XXXX XXXX XXXX XXXX XXXX XXXX. The stay was horrifying. There was sour milk poured all along the side of the dresser. There was blood on the sheets. There was hair in the bathtub a used bar soap on the sink. The room smelled like dirty feet in mold. There were white stains on the couch, there were yellow stains all over the curtains in the living room, I am mediately told the front desk and ask them to be moved to a different room. They did not have any other room suitable for us. With me being a gold rewards member, they told me do not worry about it. Theyll make sure when the general manager comes in they will take care of it, and that the charges will be released from my card since they did not have a hotel to accommodate the size I needed, and the one I was in was filthy, they gave me stuff to clean the room since housekeeping was not there and I had nowhere else to go so I chose to stay there since they were going to clear the bill for the problems. When I checked out I was told when the general manager comes in on Monday, itll all be taken care of and removed off my card by the assistant manager there named XXXX, the girl who checked me in was named XXXX and I spoke to the hotel manager on duty for housekeeping she told me the issue with my room is that XXXX  checked somebody in previously before me who complained about the room and left, so my room was never cleaned after they put someone else in there and then gave me the room afterwards, so not only was the room dirty. They had a guest in the room previously before me and I had to sleep in the bed, not knowing what the previous guest did in there. I told them when I left, I wanted a full refund they promised me it would be taken care of when the general manager came in I have called broken arrow town place suites every day and Im told the general manager is not responding and not coming in. I then called Marriott XXXX XXXX customer service open the case with them they told me that Manager has 5 days to reply to the open case and the general manager never replied I called marriot customer service back spoke with a manager about the charge they told me they would issue the case to corporate to deal with the hotel and someone will contact me and saw that I have a marriot credit card the manger told me to call the card company and have the charge disputed and if they needed to verify the charge they can call the hotel or them and they will tell them the general manager is not responding and this is not a valid charge however they are not able to remove the charge with out the general manager so I did just that I called my credit card company requested to dispute the XXXX XXXX charge that is not the correct charge that was supposed to be charge to me anyways I was supposed to be charge XXXX XXXX they told me I would be charge nothing due to the invivience so Im confused as to why there is a charge of XXXX and I have tried to dispute this charge and chase credit card dispute team refuses to investigate the issue and go after the merchant because I stayed at the hotel when I have the hotel and marriot corporate and customer service saying this charge need to be disputed and the card company can call them and they will advise them its s invalid charge but chase wont dispute it wont investigated it cause I stayed this and it is my right as a account owner per chase web site that if there is a invalid charge on my card I can call to dispute it and my card company has to investigate it. I have called chase several time no help they just keep saying that its a valid charge I have called the hotel many time and they tell. Me the general manager is not in and they cant do anything with out her and marriot  customer service as well has stated she is unresponsive to the ticket they have open through customer service and corporate and all they can do is provide me points but I want my money back as I was promised from the hotel I dont know how they even charged me XXXX we never afteeed on that at all and that not what I was supposed to pay and when I told chase dispute team that I was told well even if you where supposed to pay XXXX it look like they gave you a discount so we cant dispute it and there nothing we can do I said its not a valid charge and if you call them they will tell you that but the credit card company still stands by that the hotel is allowed to charge me anything if I stayed there they dont have to dispute it even though its a invalid charge and not the price I even agree on. Chase dispute team is denying my dispute and allowing there lo not time customer to pay for invalid charges because they dont want to do there job I will never use my credit card through them again after this I have other ones that value you as a customer and will show they appreciate me as a customer but I need this charge for XXXX look into and resolved as Im not sure what the charge is for or anything cause my total for the hotel was XXXX the hotel was in livable and very dirty I was told many time they where very sorry and would not charge me do to the issue but they I was billed XXXX and XXXX is not the correct price for even one night so Im very confused about the price and no one can explain to me I have reach out every way I can with the merchant with no help I have been told by broken arrow town place suites my credit card company should be able to dispute this I also was told by marriot XXXX customer service that they should dispute it and they can reach out to the hotel or them to confirm it not a valid charge just no general manager to remove it but even after I told my credit card company this they denied to help me and I need this removed and looked into please I have been trying to dispute this transaction or get clarification on it but cant get help is any way at all though any once I have reach out to my complaint is officially on chase marriot XXXX credit card company which is JP MORGAN for the credit card department only cause I have a bank account through then and I dont ever have these issue I love chase any issue they fix it but the credit card company SUCKS THERE dispute team is horrible please look into this and help me resolve this issue I

Company response to consumer: Closed with explanation