Consumer complaint received 2025-08-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: JPMORGAN CHASE & CO.
State: CO

Complaint narrative:
Complaint to the Consumer Financial Protection Bureau ( CFPB ) Complainant : XXXX XXXX XXXX Business : XXXX XXXX XXXX, XXXX Address : XXXX XXXX XXXX, XXXXXXXX XXXX  XXXX Email / Phone : XXXX | XXXX CFPB Category : Bank account or service Debit card Companies Involved XXXX ) XXXX, XXXX ( online travel agency ) subject of merchant dispute regarding hotel lodging. 
2 ) JPMorgan Chase Bank , N.A . ( Chase ) issuer of the business debit card used for the transaction and dispute handler. 
Subject Unauthorized retention of funds for misrepresented and unsafe hotel lodging ; inadequate dispute handling and transparency by Chase on a business debit card transaction. 
Factual Timeline XXXX XXXX XXXX While traveling through XXXX, I booked hotel lodging via XXXX ( XXXX : XXXX XXXX XXXX XXXX ). Upon arrival and check-in, the property conditions were materially below advertised standards and unsafe. Specific issues included : rooms were not clean, carpets stained, smell of smoke, sheets and comforter not clean with stains, outside filled with trash in doorway, and vagrants outside hotel. For safety, we checked out immediately after check-in and did not consume the stay. 
Immediately on XXXX XXXX XXXX  I requested a refund through XXXX due to the propertys false/misleading advertising and unsafe conditions. XXXX refused to refund. XXXX XXXX XXXX I submitted a formal transaction dispute to XXXX for my business debit card charge in the amount of {$290.00} ( XXXX Claim # : XXXX XXXX XXXX XXXX XXXX I received a letter from Chase stating it researched the matter and would debit my account for the disputed lodging. No one from Chase contacted me for additional information, documentation, or clarification before this decision. Harm and Impact Financial loss of {$290.00
} improperly retained for a service not received and a room vacated immediately due to safety. 
Time and costs incurred locating alternative lodging during international travel. 
Stress and safety concerns during the incident and throughout the dispute process. 
Requested CFPB Assistance and Resolution 1 ) Require XXXX to provide a full refund for the unused lodging given the unsafe and materially misrepresented conditions. 
2 ) Require Chase to provide a transparent accounting of its dispute research and decision, including : What evidence was collected from XXXX/the merchant and from me ; Whether the claim was processed under the applicable card network reason codes ( e.g., services not as described or not provided ) ; Why I was not contacted for additional information before debiting my account ; and What appeal or re-presentment options exist. 
3 ) Direct Chase to reopen the dispute or issue credit pending reconsideration based on the evidence of unsafe conditions and non-use of the lodging.

4 ) Ensure both companies comply with applicable consumer protection and card network rules for fair handling of merchant disputes. 
Relevant Policies and Protections ( Context ) Regulation E generally protects consumers, not business accounts. Business debit disputes are typically handled under card-network rules and issuer policies. This complaint concerns a merchant dispute for services not as described/unsafe ( not an unauthorized transaction ). 
XXXX refund practices often depend on the underlying hotels policies, but unsafe or materially misrepresented conditions warrant refund or escalation. 
Evidence Attached/Available Photos/video of unsafe conditions ; time-stamped. 
Screenshots of XXXX listing showing relied-upon representations. 
Written communications with XXXX showing denial of refund. 
Hotel desk records showing immediate checkout and non-use of the room. 
Chase dispute submission ( XXXX XXXX XXXX ) and letter dated XXXX XXXX XXXX debiting the amount. 
Alternative lodging receipts and incidental costs. 
Desired Outcome Full refund of {$290.00} for the unused lodging. 
Written explanation from Chase of its dispute procedures on business debit disputes and the specific steps taken in this case. 
Confirmation that my complaint has been routed to the appropriate teams at XXXX and Chase, with a written response through the CFPB portal. 
Submission I will file this complaint via the CFPB online portal and upload supporting documents. I request the CFPB transmit my complaint to both XXXX and Chase and monitor their responses

Company response to consumer: Closed with explanation