Not very impressed with Chase chargeback procedure at all! I called to explain the situation to the phone rep who seemed to understand, but was powerless to do anything but start a case referral for me. This resulted in a secure message requesting that I return their case form within two weeks. I did so by a fax from my local Chase branch. However, when I later called to confirm receipt of the form I was told "Yes, it's in 'active investigation' (or something similar) status." Not long after that call, I got a second request to send the same form with a cutoff date two weeks later than the original? I'm assuming that's their way of keeping it from being closed out?

Background is that it's a Kafka-esque deal with Marriott saying "We can't justify the charge to you (give any explanation though the charge was billed by us), your recourse is to dispute it (chargeback)."

The few I've done with any card on the past involved a rep taking notes, with the charge promptly disappearing forever; burden of proof on the merchant.