Consumer complaint received 2024-12-02 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: IL

Complaint narrative:
On XX/XX/year>, I purchased a plane ticket for myself, XXXX XXXX, from XXXX XXXX for {$300.00}. I did not receive a confirmation email for this purchase, so I assumed the transaction had not gone through. As a result, I placed another purchase for two tickets to XXXX for myself and my mother, XXXX XXXX, totaling {$610.00}. Again, I did not receive a confirmation email. Concerned about whether my purchases were successful, I contacted XXXX XXXX. XXXX confirmed that both transactions had gone through and subsequently sent me the corresponding confirmation emails. The confirmation number for the first purchase is XXXX, and for the second is XXXX. 

Upon realizing that I had been charged for both purchases, I immediately requested a refund for the first transaction, as I had not intended to make duplicate purchases. XXXX denied my refund request. Consequently, I disputed the {$300.00} charge with my bank, Chase. Chase initially refunded me the amount but later reversed the refund, citing a dispute raised by XXXX. 

I contacted XXXX again to resolve the matter. XXXX claimed they had already refunded me, which was not accurate. I informed them that I had not received any refund. XXXX then stated they would submit a request to Chase for confirmation of my payment status and advised me to follow up in 90 days. After 90 days, I reached out to XXXX, but they claimed they were still waiting to hear back from Chase. I followed up again a week later, and XXXX maintained that Chase had already refunded me.

To verify, I contacted Chase directly, and they confirmed that my card had been recharged after XXXX disputed the initial refund. Chase provided me with a letter documenting this fact. I shared the letter with XXXX, but they continued to assertwithout evidencethat Chase had refunded me.

Through independent research, I discovered that other XXXX customers have experienced not receiving confirmation emails for their purchases. XXXX failure to send a confirmation email after my initial purchase caused confusion and led to the duplicate purchase, resulting in an unjust enrichment to XXXX. 

Despite my repeated efforts to resolve this matter amicably, XXXX has not acted in good faith. They have ignored clear evidence, including the letter from Chase, and continued to maintain a baseless position. I believe XXXX i

s intentionally prolonging the issue in the hope that I will abandon my claim. Request for Assistance : I respectfully request the CFPBs assistance in resolving this matter. XXXX  failure to provide confirmation emails, as required by standard practices, directly caused the duplicate purchase. I am seeking a refund of {$300.00}, which was
wrongly charged and retained b
y XXXX despite clear evidence of their error. 

Chase has informed me that they are no longer able to reopen a claim pm my behalf as the deadline, XX/XX/year>, for doing so has passed. Note that XXXX made me believe that my case was going to be resolved within 90 days only for me to realize that during those 3 months, they took no meaningful steps to resolve my claim.

Company response to consumer: Closed with explanation