Consumer complaint received 2021-10-31
Company: JPMORGAN CHASE & CO.
State: NH
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:
Good morning! I apologize for it looking like a giant wall of text but I had spaced this properly into paragraphs. Hopefully they do show up on your end, but if not, I am sorry. 

Originally, I planned a flight to the XXXX in XX/XX/XXXX to attend a wedding. I booked a flight from XXXX XXXX ( XXXX ) to XXXX XXXX ( XXXX ) using a combination of cash and Chase bank 's Ultimate Rewards Travel points to help reduce the cost. The total cost of the flight was {$450.00}. Of that, I paid {$360.00} in cash and I redeemed 11,554 points worth {$140.00}. 

Due to COVID, the wedding was postponed until XX/XX/XXXX. I requested to have the flight rescheduled sometime in XX/XX/XXXX and was given a credit by Chase Travel. 

On XXXX XXXX XXXX, I called Chase Travel to rebook the flight around XXXX that night after I returned from work. The rescheduling of the flight took 2 hours of being on hold and the representative admitted she was having problems with rebooking the flight but she told me she had success. The flight was scheduled to be from XX/XX/XXXX - XX/XX/XXXX. On XX/XX/XXXX, I received an email that included the words " You have a confirmed and active flight. '' The flight would be Economy class through XXXX XXXX. I passed along the flight information and made arrangements with my boyfriend, who lives in the XXXX, to book the lodge where we would be staying after the wedding and a coach to and from XXXX. To the best of my knowledge, these were nonrefundable bookings and he would have lost money had the flight plans been changed. 

Time passes and I never received any further information from Chase Travel. I called them again around XX/XX/XXXX, where I received the booking number for the flight and was reassured again that the flight would be confirmed and active. I received 2 emails from Chase Travel that XXXX XXXX have changed the itinerary of the flight so that I leave earlier and arrive slightly earlier in XXXX. 

On XX/XX/XXXX, I walk up to the XXXX XXXX counter at XXXX ready to check in. My passport is scanned and I am told " Sorry, you don't actually have a flight, please call your travel agent. '' Angry, I contact Chase Travel. I was told, " I am sorry about that, you will have to rebook and pay out of pocket for the flight, we will reimburse you afterwards. '' I pay {$1900.00} at the last minute for a round trip flight through XXXX XXXX that leaves an hour later than the originally scheduled flight. 

On XX/XX/XXXX, I receive an email from Chase Travel that the flight through XXXX XXXX was cancelled. This was interesting, as I had never asked them to cancel the flight. I decide to enjoy the wedding and spending time with my boyfriend and worry about this situation when I came back to America. 

I contact Chase Travel on XXXX XXXX and I am told by XXXX the supervisor " They are still doing an investigation, you will hear back from us in 72 hours. '' I contact Chase Travel on XXXX XXXX ( a week later ) after not hearing from them and request a supervisor. XXXX the supervisor asks for copies of the receipt for the XXXX XXXX flight and the original email of the " confirmed and active '' flight. During this, she asks why I had not contacted Chase Travel sooner that XXXX XXXX when it became clear that I did not have a flight. I told her that any reasonable person would have assumed that an email stating you had a confirmed and active flight means what it says. She agrees and states that they will be refunding me the cost of the {$1900.00} flight but not the original {$450.00} flight. I ask why not both as I never received the service for the original flight and she does not give me an answer other than to say that I had cancelled it. I counter by saying that I never requested to cancel it and they should have recordings of the XXXX XXXX and the XXXX XXXX conversations. Again, I am not given an answer other than to say that I will only receive the {$1900.00}. She agrees that the entire situation was an agent error and I should never have had to book the XXXX XXXX flight to begin with. She ends the call by telling me I should have the money credited to my card within 72 hours after the escalation team finished their investigation. 

I check my email on XXXX XXXX and notice that Chase XXXX had sent me an email on XXXX XXXX to please contact them as soon as possible about the refund and to please request a supervisor. I call into Chase Travel once again and request a supervisor and I am hung up on. I call back and am connected to a supervisor, who again tells me the escalation team are still doing an investigation. I am given a case number and told I should have the money credited back to me within 72 hours. 

I believe I have given Chase Travel enough opportunities to be made whole, and would like to expedite the process. From XX/XX/XXXX to XX/XX/XXXX, it has been 16 days, with 10 of those being business days. This is no longer acceptable, especially as I was told by three different people I would be credited within 72 hours. 

Thank you for taking the time to read through my story.

Company response to consumer: Closed with monetary relief