Consumer complaint received 2020-04-08
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:
On Tuesday, XX/XX/XXXX I purchased two tickets through the Chase Travel portal to travel on XXXX XXXX to XXXX, XXXX for XXXX points, equivalent to {$990.00} ( per Chase conversion ). My account was credited immediately. During late XXXX, XXXX, the nation of XXXX effectively closed its borders to international travel. During the same time period, XXXX cancelled my itinerary. On XX/XX/XXXX I used Chase 's COVID-19 cancellation form to submit a request for a refund due to the cancellation. The refund due was for the XXXX points. On XX/XX/XXXX I received an email suggesting that I would receive an airline credit, not a refund. On XX/XX/XXXX, I contacted Chase Travel through their phone system and they rejected my call because I wasn't travelling within 72 hours. On XX/XX/XXXX, I contacted a representative through the Chase online representative tool. I was told that " Based on the policy of the airline, they are offering a future travel credit wherein the new travel must be complete by XX/XX/XXXX. '' I rejected that offer and cited the XXXX policy that states that " If you decide to end your trip as a result of a canceled flight, you're entitled to a refund of the cost of your unused flight ticket. If you booked through a travel agency, please contact them for a refund. ''XX/XX/XXXX /XX/XX/XXXX. I also referenced the U.S. Department of Transportation Enforcement Notice issued XX/XX/XXXX that states that " passengers should be refunded promptly when their scheduled flights are cancelled or significantly delayed. '' The representative ( going by the name " XXXX XXXX '' ) stated that " I already check the policy of the ticket and I understand that you are dissatisfied with receiving a credit with an airline vs. a full refund. Weve worked incredibly hard to push our partners to provide travelers with as much flexibility as possible due to COVID-19, particularly for flights that are ordinarily non-refundable or limited any changes. We recognize that an airline credit may not be what you were looking for, but know that these are extraordinary circumstances that travel partners are trying to work through. We are still bound by the terms and conditions of airlines and this is the only option that they are providing at this time. '' I continued to reiterate that per XXXX policy and the DoT enforcement action, I would like to submit a claim for a full refund of my points. The Chase Representative continued to state that the airline credit was the only option. The Chase Representative said that they could not be contacted directly and that I was placed in a queue to be contacted by a supervisor. I continued to state that my issue was not resolved and that the representative continue to help me resolve the issue. The Representative ended our chat without resolution. At the time of this complaint, I have not been contacted by a supervisor and the points have not be refunded.

Company response to consumer: Closed with non-monetary relief