Consumer complaint received 2023-06-09
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
In XXXX, my wife and I booked flights and hotels for a holiday in XXXX XXXX and XXXX XXXX to celebrate our anniversary. I booked everything using my Chase Sapphire Reserve credit card ( ending in XXXX ), and used a combination of Chase Ultimate Rewards points and cash to pay for the reservations. 

I work for the XXXX XXXX and am hyperaware of visas and other travel restrictions. My wife is a XXXX citizen and a XXXX XXXXXXXX XXXX XXXX  who I sponsored to XXXX  here on the XXXX XXXX. We have been to ten countries together and like our other trips and anything related to immigration, we thoroughly researched the entry requirements for XXXX XXXX XXXX  into XXXX. Not once did it come up that my wife 's XXXX XXXX XXXX, XXXX XXXXXXXX, is not recognized by the XXXX government for entry into the country. We only found out this restriction at the airport, while trying to check her in. She has used this extension to apply for three XXXX visas and to re-enter into the the States four times since she XXXX. For more information about what happened, please refer to this video I made : https : XXXX As soon as we found out my wife would be denied entry into XXXX, we canceled our United XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Fortunately, United issued a credit, which was fine for us. I then called Chase Travel to have them assist me in getting refunds for our hotels and a flight within XXXX. Despite Chase purporting to offer broad travel assistance and coverage, they did not secure a single cash refund. They only credited me XXXX Chase points as a " goodwill gesture '' out of the XXXX points I used. 

Furthermore, Chase Travel customer service agents have been blatantly rude, disrespectful and unhelpful, not only for this trip, but for another trip my wife took to XXXX. Specifically, Chase Travel customer service agents : - rarely return phone calls. I had to follow up six times in three days, only to hear they did not get any refunds. 
- delay communication with vendors. They seem to use the same contact form and general hotel concierge number to call about reservations. In two cases, this allowed the hotel to delay communication for three days, after which they said it was too late to issue a refund. 
- do not write anything down. I had to explain what happened on our XXXX trip five times to five agents, which slows down communication and resolutions. 
- continually and maybe purposely misgender me. I am a XXXX  woman with a deep voice married to another XXXX woman. I correct the agents every time they refer to me as " sir, '' but they keep making the same mistake, which creates a stressful situation for me. Calling Chase is the only listed option to resolve travel issues. 
- use inconsistent verification methods. One benefits agent forced me to say my entire credit card number out loud in the crowded airport instead of allowing me to use another verification method, even though I was transferred to her from another Chase agent. 
- do not completely follow through. I asked three Chase travel agents to cancel an XXXX flight so I could file an insurance claim. I booked the flight through Chase and could not cancel it on my own. Chase did not cancel the flight and I continued to receive flight notifications. 
- Inconsistently award points for travel disruptions. I was credited XXXX points on a hotel reservation my wife made in XXXX because the air conditioning didn't work well and Chase did not secure a partial refund. They issued me XXXX points for the many mistakes they made on our XXXX trip and for misgendering me constantly. 

Additionally, the Chase travel portal is not well maintained, lists prices that are significantly higher than other websites, and often crashes mid-booking. Once I have a resolution to my refund requests, I am closing my Chase Sapphire account that I have had for 15 years and on which I have spent many hundreds of thousands of dollars.

Company response to consumer: Closed with explanation