Consumer complaint received 2025-05-26 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: WY

Complaint narrative:
I sent this letter to Case XXXX Disputes " XX/XX/XXXX Chase XXXX  dispute dept. 
We checked in to the XXXX XXXX XXXXXXXX XXXX XXXX XXXX  for a five night stay which we booked with XXXX agreeing to their prepaid nonrefundable policy. We have stayed at many XXXX XXXX  and have enjoyed them. 
The one night we stayed in our room there was a party going on upstairs with very loud screaming and yelling until daylight, the police arrived downstairs. We were unable to sleep.

I went to the front desk twice to complain but the front desk was without staff. At XXXX XXXX  a staff member was there and I explained the situation and advised him we could not finish our stay here because of the noise and requested a refund. The staff member said the manager wasnt in and that he would check with him. 
We checked out before XXXX XXXX and reported the issue to XXXX that day. 
XXXX contacted the hotel who refunded to XXXX  the funds for the remaining nights XXXX XXXX, but kept the funds for the first night. 
XXXX  agreed to return the remaining funds in writing to us in a letter they provided to you showing that the XXXX XXXX  had refunded XXXX  for the remaining nights. In another letter from XXXX XXXX  agreed that we will not be charged for the entire reservation. ( letter enc. ) We rented this room because of the quality of previous stays at XXXX XXXX. This hotel advertises soundproof rooms which were far from soundproof and also offered front desk service 24 hours a day which they failed at both.

So I have letters from XXXX  stating that I wont be charged yet I have called them a dozen times just to get the runaround or hung up on. Each person from XXXX  that I did talk to assured me that the matter was escalated to the finance dept for my refund but they never do it. XXXX  tells me that since I filed a dispute with you that I should get the funds from you even though I sent them your letter stating that you dont have a dispute currently open as posted on your web site under notices. 
So right now XXXX received our refund from XXXX XXXX  and XXXX  has promised to refund it but after a dozen attempts they have refused. ( letter enc. ) Im looking for a full refund of XXXX euro since the hotel did not provide what they offered on the XXXX  site. ( see enc. ) Regards XXXX XXXX '' Furthermore I contacted Chase XXXX a half a dozen time or more just to get the same run around. They tell me to get the money from XXXX and XXXXXXXX XXXX tells me to get the money from Chase XXXX. 
Now six months have gone by and the last letter I recieved from Chase XXXX states that they will not respond to my compaint anymore even though I have provided them with the letter from XXXX ( see enc ) that states I will not be charged for this reservation XXXX reservation number XXXX XXXX Euros I thank you in advance for any help you can provide in this issue.

Company response to consumer: Closed with explanation