Consumer complaint received 2024-02-22 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: CA

Complaint narrative:
I was incorrectly charged for a bill that was not mine from our wedding weekend in XX/XX/2023 at XXXX XXXX in XXXX XXXX  XXXX, XXXX XXXX, XXXX. My room at XXXX was XXXX XXXX XXXX XXXX. We paid {$4700.00} USD for four nights that weekend. We also got a bill for {$1800.00} USD for the same weekend for another room which we did not stay at ( XXXX XXXX XXXX XXXX. XXXX XXXX XXXX was occupied by 4 couples who all paid. I have attached their payment history below ( all paid by Chase ). The merchant initially apologized over XXXX XXXX and told me to file the dispute with Chase, but then they validated the charge with Chase with faulty information and an itemized receipt with my name on it but not my charges or room. The merchant has since stopped responding to me and somehow Chase is failing to see that this is NOT my charge. I am extremely frustrated as this is not a small amount of money. 

I claimed a dispute with Chase in XXXX. Here is a timeline of what happened : XX/XX/2023 - First filed dispute XX/XX/XXXX - First dispute update from Chase : - Dispute was denied and Chase said merchant provided supporting docs, which I wanted to see. 

XX/XX/XXXX - Requested docs from Chase, and received them : - The merchant provided to Chase a 10 page document with several receipts with other guest names - 1 receipt with my husbands name for XXXX XXXX ( not our room ). We stayed in XXXX XXXX not XXXX XXXX. 

XX/XX/XXXX- Got notified that Chase disputes was researching charges. 

XX/XX/XXXX - Confirmed charges as valid, I call back chase to say no these were not valid. I uploaded supporting documents into document upload center. 

XX/XX/XXXX - Dispute gets escalated, transferred to fraud. Dispute team says this is not a dispute, this is fraud. Sympathizes with me over the phone. 

XX/XX/XXXX - Fraud department rejects me. Fraud says this is not fraud because you D ( D do business with the merchant. 

XX/XX/XXXX - Sent supporting documents to fraud department email address. Begging someone to see that this is FRAUD. 

Sometime in XXXX - Phone call received. Fraud says this is not fraud, transfers me back to disputes. Disputes transfers me to fraud on the phone, which immediately transfers me back to disputes. 

XX/XX/XXXX - Got notified Chase was researching dispute XX/XX/XXXX- Chase dispute team confirms charge is not a dispute, transfers me back to fraud department. 

Fraud immediately transfers me back to dispute. 

XX/XX/XXXX- Got notified Chase was researching dispute XX/XX/XXXX - Dispute team re-investigating dispute due to investigative error on Chases end. 

This is where I am at now. Here is an email I have sent to the merchant, XXXX, today : Hi there - My husband XXXX XXXX XXXX and I stayed at XXXX XXXX XXXX XXXX. I have somehow been charged for the XXXX XXXX XXXX XXXX 

I believe everyone at XXXX XXXX already paid their rooms and incidentals in full. I have attached records of payments " Total paid to XXXX XXXX XXXX XXXX XXXX '' As you can see, the total already paid by XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX was {$7100.00} for the XXXX XXXX  XXXX XXXX. 

There is a bill I have been charged for that I have attached to this email labeled " invalid charge. '' I believe this is an incorrect charge because as you can see, it is for XXXX XXXX XXXX and we stayed in XXXX XXXX XXXX XXXX. 

From what the XXXX XXXX guests paid, it looks like everyone has paid in full. Where is the discrepancy? 

I have also attached my valid charge and guest folio where I paid my bill of {$4700.00} USD for XXXX XXXX XXXX XXXX. 

How can I go about getting a refund of {$1800.00} USD? 

-- -- -- -- -- -- -- -- -- -- I have a LOT of supporting documents for my case. I have been a loyal Chase customer for about 10 years. I have never paid interest. I have XXXX XXXX XXXX. I have never tried to commit fraud or steal from Chase or any merchant. I feel I am being treated as a criminal and a liar. Please help me.

Company response to consumer: Closed with explanation