Consumer complaint received 2023-06-06
Company: JPMORGAN CHASE & CO.
State: MD
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 customer service

Complaint:
On XX/XX/2023 I cancelled a trip I had purchased through CHASE using my CHASE Sapphire credit card. The trip was 100 % refundable per the terms of CHASE. CHASE agents and supervisors have falsely stated on several occasions that I would get my money back in XXXX business days from the date of cancellation. The money has never arrived within the XXXX day time frame. The supervisor I spoke with yesterday ( XX/XX/2023 ) stated that he " had reviewed the documentation about my prior inquiries about the status of the refund '' and stated that " my ticket has never been returned '', which was " none of his fault '' and " other CHASE employees had been stating false information '', which was also " none of his fault ''. He also stated that now the refund will take a longer than anyone had ever stated before. He stated that he had no idea about where my refund was and when I would receive it, due to " lack of visibility '', therefore he bounced me off to a general customer service representative, who also did not solve my issue. CHASE has never refunded my money for a refundable trip within the time they had stated they would. 

Apparently, the agents at CHASE XXXX are not following internal guidelines or procedures during trip cancellations because the information they feed to customers are inconsistent with the outcome the customer has. The supervisors at CHASE XXXX are more focused on blaming everyone else than providing truthful and correct information and a solution. They explain the process incorrectly and set incorrect expectations. There is no transparency regarding the status of the refunds. The quality at CHASE is unfortunately no longer the same, their agents seem poorly trained and do not seem to be able to tend to the client 's needs beyond repeating some scripted sentences like " I understand your issue. Is there anything else I can do for you today? Thank you for choosing CHASE ''. Not enough. Experiences like this do not build or reinforce trust in the company. 

To those who'll listen at CHASE : Show respect to your clients rather than complete disregard to their time and needs, and do not retaliate or discriminate against your clients when they lodge a complaint. Make your internal procedures CLEAR and EASY TO FOLLOW to the agents who answer the calls. Train your agents to tell the truth and not feed incorrect information to clients. Train the supervisors to be accountable and to work with the client to find a solution that is acceptable to the client rather than pointing fingers and blaming everyone else. Currently, these employees convey a message that CHASE is a mess and is unprepared to handle simple requests such as " Cancel my trip and give my money back within the time frame you promise you will ''. The agents and supervisors need to tell the truth and not set false expectations. Right now they show absolutely no regard for the client 's time and needs. None of this is consistent with excellent customer service. This XXXX be the norm in some third-world financial culture, but I thought this would be unacceptable at CHASE in XXXX XXXX century.

Company response to consumer: Closed with monetary relief