Consumer complaint received 2025-07-14 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: TX

Complaint narrative:
b'(see attached PDF copy)\n\nXXXX XXXX XXXX\n\nDear Sir/Madam:\n\nI am filing this complaint because JPMorgan Chase failed to properly investigate and resolve a dispute that I submitted concerning a XXXX  charged to my Chase Visa Sapphire Reserve credit card on XXXX XXXX XXXX via phone by XXXX XXXX XXXX XXXX XXXX a U.S.-based ticketing agent for XXXX XXXX XXXXn\nThe charge was assessed for a same-day change to my outbound international flight due to an extenuating medical issue concerning a family member. The change involved no material modification to the booking  it was for the evening flight departing 6 hours later on day of scheduled departure, XXXX XXXX XXXX   no change to dates, destination, carrier, class of service (economy), or routing. However, the agency failed to disclose as required the applicable fare rules and change fees/penalties at the time of ticket purchase on XXXX XXXX XXXX or when I called to make the change  and despite my many explicit requests then and since. \n\nI was given 15 minutes to authorize the charge over the phone or forfeit the entire value of the ticket XXXX all without a written copy of fare rules and breakdown of disputed charges. On XXXX XXXX XXXX the agency admitted in writing (see attached letter) that they failed to disclose the fare conditions, and requested a refund from XXXX XXXX on my behalf.\n\nI also only learned from Chase on XXXX XXXX XXXX that XXXX XXXX XXXX XXXXwas the merchant of record. This was never disclosed to me during the phone transaction, though the agency took my credit card information, quoted the charge, and promised help in recovering said charges upon my return to XXXX XXXX XXXX XXXX XXXX \n\nViolations and Procedural Failures:\n\nThis conduct is a clear violation of:\t\n\n\tVisa Rule 13.5 (Misrepresentation): failure to disclose terms of sale in card-not-present transactions (in this case, misrepresentation by omission)\n\t14 CFR  399.84(a),  399.85(c) and (j): USDOT regulations on airfare and ancillary fee disclosure in phone bookings\n\t49 U.S.C.  41712: prohibits unfair or deceptive practices in air transportation\n\nChases Handling of My Dispute:\nI filed my dispute with Chase on XXXX XXXX XXXX after the agency failed to secure the refund. Chases system auto-denied the dispute within minutes, incorrectly citing that it was more than 60 days from the transaction date. Visa rules allow 120 days from either the service completion date XXXX XXXX XXXX  or the date of discovery XXXX XXXX XXXX when the agency admitted its nondisclosure.\nAccording to Visa Merchant Dispute Management Guidelines (Page 20): \n\n"For services rendered over a period of time (for example, rental, hotel stay, or other services), the dispute timeframe begins the day after the last date of service."\n\nAdditionally, Visa guidelines allow tolling of the dispute window while good-faith resolution is pursued with the merchant. I engaged in such attempts from XXXX through XXXX XXXX supported by documentation.\nChase did proceed to manually file the dispute on XXXX XXXX XXXX but delayed processing the chargeback until XXXX XXXX XXXX. On XXXX XXXX XXXX  Chase first denied my dispute, asserting that the transaction was valid. After I requested escalation, Chase conducted a secondary review and issued a final denial on XXXX XXXX XXXX, again providing no written rationale under Regulation Z or Visa rules.   \nI submitted this evidence in writing, along with Visa Core Rules and Dispute Management guideline as well as regulatory references and merchant correspondence. However, Chase has not adhered to core Visa network rules and dispute guidelines, provided no written rational supporting the denial, nor did they request merchant documentation demonstrating that I was informed of and agreed to the fare conditions at the time of the original ticket issuance XXXX XXXX XXXX \n\nMerchant Documentation Fails Visa Requirements:\nWhile the merchant submitted documentation confirming that my ticket was changed for which payment was collected, and I flew on the scheduled flights (e.g., services were rendered), they failed to provide any documentation showing that I was informed of and agreed to fare conditions or penaltiesa requirement for rebutting a 13.5 Misrepresentation dispute. Chase ignored this fact and closed the case, violating:\n\n\tRegulation Z, 12 CFR  1026.13, which requires a reasonable investigation and written explanation of a credit card billing error/dispute\n\tVisas own rules and guidelines, which Chase, as issuer, is obligated to follow to ensure proper network compliance\n\tMoreover, a Chase representative falsely told me on XXXX XXXX XXXX that I had no further dispute rights which is misleading. I retain full rights under federal law, including through arbitration and this CFPB process.\n\nChase has inconsistently asserted a 60-day internal deadline to file a dispute, contradicting both their prior decision to proceed with my chargeback and the merchants own acknowledgment that a 120-day window applies under Visa rules. Despite this, Chase accepted at face value the merchants erroneous rebuttalthat because services were rendered, the charge is validwithout addressing the core issue: whether informed consent was obtained based on disclosed terms of sale (fare conditions), as required by Visa and Regulation Z.\n\nI request that the CFPB:\n\n\tRequire Chase to provide a full written rationale and supporting documentation \n\tDetermine whether Chase failed to follow Regulation Z and Visa Core Rules\n\tInstruct Chase to reopen and fully advocate on my behalf to hold the merchant accountable per all applicable Visa network rules, dispute management guidelines, FCBA, and supported by USDOT regulations\n\tRefund the XXXX charged without disclosure and informed consent\n\nI have also filed a formal complaint with the U.S. Department of Transportation against the travel agency and Turkish Airlines for regulatory violations. \n\t\nAll essential supporting documentation is attached. Please let me know if provide any additional information is required.\n\nThank you in advance for your consideration and assistance in resolving this matter.\n\nSincerely and respectfully,\n\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation