Consumer complaint received 2023-10-21
Company: JPMORGAN CHASE & CO.
State: CA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
Dear Consumer Financial Protection Bureau, I hope this email finds you well. I am writing to bring to your attention a concerning issue I have encountered as a customer of Chase Travel, a division of JPMorgan Chase. My name is XXXX XXXX, and I am deeply dissatisfied with the service provided by Chase Sapphire Reserve, which is under the jurisdiction of your esteemed organization. 

On XX/XX/XXXX, I made a flight booking with Chase Travel, departing from XXXX to XXXX XXXX on XX/XX/XXXX, with a total cost of approximately {$48.00} ( equivalent to XXXX Chase Travel points ). However, unforeseen changes in my travel plans led me to reach out to Chase Travel, seeking a resolution. I specifically requested assistance in the form of a refund, the ability to change my trip, options for future travel, and information regarding my Chase rewards points. To my dismay, I was informed that none of these benefits could be extended to me, with the type of ticket I had purchased cited as the reason. 

I have reviewed the policies and rules presented on the Chase Travel website, which indicate the following : 1 ) Changes or Cancellations If a reservation was made more than 7 days prior to the travel date, cancellation is allowed before XXXX XXXX Mountain Standard Time the day after booking, with a full refund of the base fare and taxes and no airline-imposed cancellation fee. 
If a reservation was made 7 days or less prior to the travel date, only certain airlines permit free cancellation and a refund of the base fare and taxes until XXXX XXXX Mountain Standard Time. 

XXXX ) Refunds i ) The ticket I purchased is non-refundable. 
ii ) Some non-refundable tickets do not allow any changes. Some non-refundable tickets can be applied ( for a limited time ) toward future travel, but all changes to your itinerary may result in a fare adjustment and will incur a per-ticket airline change fee. Airline Fare Rules can be viewed online on your Trip Confirmation page. 

My concern lies in the stark disparity between the policies and rules as advertised on the Chase Travel website and the information I received from their customer service. I believe that I am well within the permissible timeline for changes and cancellations based on the policy presented to me during the booking process. This inconsistency has left me feeling deceived and frustrated. 

Furthermore, the information I received contradicts the details provided on the website, which is disheartening and raises concerns about false advertising and misleading descriptions during the booking process. I am puzzled as to why Chase has not taken the initiative to update its current policy and ensure accurate representation on the website. 

I kindly implore the Consumer Financial Protection Bureau to review my case and assist me in obtaining the relief and benefits I initially requested. It is crucial for the trust and credibility of Chase Travel 's brand that customers receive the benefits they are entitled to, as per the policies they have in place. 

I trust that your organization will take this matter seriously and consider taking action against Chase Travel for providing false or misleading information to consumers. At the very least, I hope your intervention will lead Chase Travel to update its website information, preventing future customers from facing similar issues and disappointments. 

I appreciate your prompt attention to this matter and eagerly await your response. I am seeking a fair resolution that aligns with the expectations set by Chase Travel 's brand and the policies they have in place. 

Thank you for your assistance in addressing this matter.

Company response to consumer: Closed with explanation