Consumer complaint received 2021-02-06
Company: JPMORGAN CHASE & CO.
State: TX
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:
Due to the pandemic I cancelled my reservation, and was given a voucher to use at a later date. 

XX/XX/2021 XXXX - Call length ~160minutes On the evening of the XXXX of XXXX I booked travel using that voucher. The agent gave me the option to upgrade my reservation from basic economy to economy. The price difference was roughly XXXX vs XXXX. Minus my voucher I was told my total for the 4 seats for my family would be roughly another XXXX dollars. Which I did agree to pay the difference for the upgrade from basic economy to regular economy. When I received my conformation email the reservation for was basic economy. I brought this to the attention of the agent, and she was not really able to explain what I paid for other than a higher fare class. No explanation as to what the extra fee gave me. I know that I have 24 hours to cancel any reservation without any penalty. I told her to leave the reservation as is and I will call back in the morning. This call was well over XXXX and it was approaching XXXX. 

XXXX XXXX, 2021 XXXX - Call length ~ 56 minutes On the XXXX I called back and was told that they would review the call log and get back to me within 24-48 hours. As well as the agent was not supposed to allow me to lower my ticket in the first place. My original reservation that was cancelled was for a regular economy, they were not supposed to lower to basic economy anyway. 

XXXX XXXX, 2021 XXXX - Call length ~ 24 minutes On the afternoon of the XXXX I called and was told that I would get a call within 24 hours. 

XXXX XXXX, 2021 XXXX - Call length ~ 48 minutes ; dropped second call 27 minutes On the morning of the XXXX, the agent told me that she was going to resubmit the claim and someone would get back to me within 24 hours. 

XXXX XXXX, 2021 XXXX Called Chase directly to see if I can file a complaint against XXXX XXXX. 

With all that being said I would like to Chase to explain what they charged me for, and also explain why it is taking so long to review a call after repeatability being promise a different timeline. Also hold to their promise of giving me what I paid for, they have assured me that if that is what I paid for then they would honor it. I also was to point out the longer they take the more seats that are occupied and there is a possibility that my family will not be able to sit together. Lastly through their delay the rates of the flight have gone up significantly, and with this I will have to pay significantly more to sit with my family as well as receive the benefits of economy class. 

Since this was in the middle of the night I did send messages to @ XXXX on XXXX hoping someone would get back to me, as well as log my conversation. It was XXXX XXXX and did want someone to be notified as to what is going on. 

Agent information XX/XX/XXXX XXXX - XXXX I do not have the information of the person that booked my ticket. 

XX/XX/XXXX Case XXXX XXXX XXXX XX/XX/XXXX Case XXXX XXXX XXXX XX/XX/XXXX Agent XXXX XXXX XXXX Chase Sapphire Preferred Travel Number : XXXX Customer Service : XXXX

Company response to consumer: Closed with non-monetary relief