Consumer complaint received 2026-01-28 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: FL

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, FL XXXX Email : XXXX Mobile : XXXX Date : XX/XX/year> To : Consumer Financial Protection Bureau ( CFPB ) Subject : CFPB Complaint Chase Credit Card Billing Dispute Denied for Services Not Rendered ( {$430.00} ) Dear Sir or Madam, I am submitting this complaint to formally escalate an unresolved billing dispute involving my Chase Sapphire credit card account ending in XXXX. Despite multiple dispute submissions and providing supporting documentation, Chase Bank has denied my dispute and is now refusing further review, citing elapsed time and XXXX arbitration, even though the delays were caused by Chase and the merchant. 


Summary of the Issue I was charged {$430.00} on my Chase Sapphire card for a car rental booked through economybookings.com with Routes Car Rental for pickup at Denver International Airport.

Upon arrival, Routes Car Rental informed me that the reserved vehicle was not available and canceled the original reservation. 
Routes Car Rental then created a new reservation, which was charged separately on my XXXX credit card for {$330.00} and {$230.00} ( total {$570.00} ). 


Screenshot : XXXX Credit Card Statement Despite the cancellation of the original booking, the {$430.00} charge on my Chase account was never refunded. 
Routes Car Rental has confirmed in writing that the disputed charge of {$430.00} was not applied on their end.

Breakdown in Resolution I was advised by economybookings.com to reopen the dispute with Chase. However, Chase has informed me that the dispute can not be reopened due to XXXX arbitration, which concluded the charge was valid. Chase has redirected me to the merchant, while the merchant continues to instruct me to resolve the issue through Chase. As a result, I remain charged for a service that was never provided.

Reason for Review This charge represents services not rendered, and the merchant responsible for the rental has confirmed that the disputed amount was not applied to any completed transaction. I believe Chases investigation contained a material error and failed to properly evaluate the provided documentation. I am requesting CFPB assistance to require Chase to conduct a manual re-review of this dispute through its Executive Office.

Requested Resolution I respectfully request that Chase Bank : 1. Conduct a full re-review of this dispute 2. Reverse and refund the {$430.00} charge to my Chase Sapphire account 3. Provide written confirmation of the outcome I have enclosed all supporting documentation, including written confirmation from the merchant and proof of replacement charges on a different credit card. 

Thank you for your time and attention to this matter. I appreciate your assistance in helping resolve this issue fairly. 

Sincerely, XXXX XXXX Chase Sapphire Credit Card ( last XXXX digits ) : XXXX

Company response to consumer: Closed with explanation