Consumer complaint received 2021-07-24
Company: JPMORGAN CHASE & CO.
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
I make a car rental reservation through Chase Travel using my Chase credit card reward points. This covered 100 % of the cost of the reservation, which was {$360.00}. However, at point of sale, the rental company told me I had to pay for the rental. Since I had to catch a flight and was abroad, I went ahead and paid for the XXXX charge ( I was in XXXX ), with the expectation that Chase would remove the charge after I got back and made them aware of the situation. 

XX/XX/XXXX : I contacted Chase and informed them of the situation. The representative, XXXX, called XXXX and confirmed that the rental company should've charged Chase for the rental, not me. Despite confirming this, the representative refused to remove the charge from my account, saying that the " back office '' team would contact me in 24-48 hours to do that. I should point out that I was on this call for over ONE HOUR. 

XX/XX/XXXX : I contacted Chase again since I received no contact from their back office team and it was over 48 hours. I was talked to XXXX, who referred me to her supervisor XXXX, who said she would look into it, put me on hold, and then a couple minutes later, proceeded to disconnect the call. Now, every Chase Travel call, they ask me for a callback number and tell me that if " we get disconnected '' that they will call me right back. I received no callback after waiting 30 minutes, so I called Chase again, this time getting another rep. She looked into it, told me she did not see any action done on the XXXX, and that she went ahead and put in a request to the back office to contact me and issue the refund. I was again told I would be contacted within 24-48 hours. 

XX/XX/XXXX : After receiving no contact after 48 hours again, I call Chase back. The representative I spoke to looked into the issue, told me that the previous rep was incorrect and that it would be 1-3 more business days before the back office would contact me. 

XX/XX/XXXX : I call Chase after still receiving no contact or resolution. I spoke with XXXX. Similar to XXXX who I spoke to on theXXXX, told me she would look into the issue, put me on hold, then proceeded to disconnect the call within 30 seconds. Also similar to XXXX, despite getting my callback number and claiming that if we were disconnected, she would call me right back, XXXX did not call me back. 

Due to the lack of responsiveness from Chase Travel, I also issued a dispute on the transaction as it was a charge for a service that had already been paid for. After the dispute team asked for evidence that it had been paid for, and I provided them the original reservation receipt showing the points charge and that I owed {$0.00} for the reservation, that department has also not removed the charge. At this point, I felt I had done my due diligence in trying to resolve the issue directly with Chase. It is frustrating that despite the fact they confirmed with XXXX on the very first day that the charge on my account was illegitimate, they have refused to remove and refund me the charge.

Company response to consumer: Closed with monetary relief