Consumer complaint received 2026-05-12 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: NJ

Complaint narrative:
I am disputing Chases handling of a credit card billing error related to an XXXX XXXX XXXX and Chases XX/XX/XXXX adverse XXXX determination on my account ending XXXX. This is not a routine non refundable booking dispute. The hotel itself approved an exception to the non refundable policy three times in writing on XX/XX/XXXX and XXXX XXXX and provided XXXX with a four step process to change my dates within a 12 hour window. XXXX failed to execute that process during the window and later admitted in writing on XX/XX/XXXX that modifications to the reservation were not possible and that changes to booking dates could not be processed within their system. In other words the merchant not the cardholder blocked use of the booking. On XX/XX/XXXX the hotel emailed me directly confirming that the exception had been extended as a special exception in consideration of my circumstances and stating that it had always been their intention to assist as much as possible within the limitations of the booking channels policies and procedures. They explained that the exception window could no longer be extended only because the original stay dates had passed. This confirms that the obstacle was XXXX or its intermediary not the hotel. XXXX meanwhile has put in writing that it is unable to process any refund while my chargeback is open but also stated that if the chargeback is formally withdrawn and the hotels stated conditions are fulfilled XXXX will proceed with the refund accordingly. XXXX requires me to withdraw my XXXX dispute provide an official withdrawal letter wait until payment returns to normal settled status and make a new non refundable replacement booking before it will consider refunding the original charge. This is a clear example of conditioning any remedy on my waiver of XXXX dispute rights and on a second non refundable purchase. I provided Chase with a complete evidentiary package including the hotels exception approvals XXXX system inability admission the hotels XX/XX/XXXX and XX/XX/XXXX emails and XXXX written demand that I withdraw my chargeback and rebook. On XX/XX/XXXX Chase issued a denial letter for Claim C XXXX XXXX stating that no billing error occurred and that the transaction is valid. The letter does not address any of the material evidence above. It simply states that the transaction is valid and that no billing error occurred. Regulation Z section 1026.13 f requires the creditor to conduct a reasonable investigation before determining that no billing error occurred. Chases determination does not reference or appear to take into account the hotel exceptions the merchants written admission that its system could not process the change the hotels confirmation that the problem was the booking channel or the merchants written conditioning of any refund on withdrawal of my XXXX dispute. I do not believe this satisfies the requirement of a reasonable investigation. I am asking CFPB to 1 review whether Chase has complied with its XXXX and Regulation Z obligations in this case and 2 require Chase to reopen my dispute or otherwise remedy the failure to properly investigate. I am also asking CFPB to note the underlying merchant conduct by XXXX as an example of an online travel agency failing to honor a hotel approved exception then conditioning a refund on withdrawal of a lawful credit card dispute.

Company response to consumer: Closed with explanation