Consumer complaint received 2017-12-30
Company: JPMORGAN CHASE & CO.
State: NJ
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:
I had booked a return flight from XXXX-XXXX through chase XXXX rewards for XXXX XXXX XXXX XXXX XXXX. In XXXX there was a delay in getting my XXXX XXXX so I had postponed my travel from XXXX XXXX XXXX to XXXX XXXX XXXX for which I was charged {$220.00} ( CREDIT CARD - XXXX XXXX attached ). Then as my visa issue persisted I called up ultimate rewards and informed them that I wont be able to travel on XXXX XXXX so please cancel my ticket, since mine was a non refundable ticket ultimate rewards informed me that the ticket can not be canceled but can be kept as open ticket for which airlines would give me credit. Which meant that whenever i was ready to travel i would need to need pay the {$220.00} airlines penalty for flight change and any difference of fare existing on that day of my flight. All this was done over phone so company would have record of my conversation.So my ticket was kept as open. 

On XXXX XXXX i called ultimate rewards again informing them to rebook me on XXXX XXXX flight from XXXX to XXXX which leaves XXXX at XXXX on XXXX XXXX and reaches XXXX on XXXX XXXX at XXXX am with a stopover in XXXX XXXX. I was informed that I have been rebooked and they sent me tickets for that day ( XXXX - Chase XXXX Rewards Travel Confirmation attached ). They charged me {$230.00}. 

However on my travel date of XXXX XXXX XXXX when i went to the airlines counter at XXXX for my XXXX flight, they told me that ticket # has not been issued and I needed to contact the travel company who booked the ticket to get the ticket #. I called ultimate rewards and they put me on hold for more than 40 mins saying they will issue the ticket which they never did. They would give ticket # of the travel that I had already completed from XXXX to del which was on XXXX XXXX All this lasted close to 2 hours with multiple calls to Ultimate rewards but I was not issued ticket #. I kept checking with airlines staff if they got the ticket # which they never received. The airlines closed the counter at 8pm and didnt issue me a boarding pass as there was no ticket #. Airlines has also mentioned in the daily log the reason they did not allow me to board the flight. It has been clearly mentioned the reason on their logbook. 

So I was left with no reason but to book a one way flight for myself on the next XXXX flight from XXXX as I needed to get to my family asap. The one way ticket cost me {$750.00} ( Electronic ticket receipt, XXXX XXXX for XXXX XXXX XXXX ). My next flight was delayed due to fog and I missed my connecting flight as well due to fog so I was forced to wait at the Transit airport for 16 hours just because XXXX rewards did not issue me a ticket #. My original flight took off on time and reached XXXX XXXX on time but the one way ticket that I was forced to buy that flight got delayed and I was forced to wait at transit airport for significant amount of time. 

This whole thing has financially impacted me and has greatly inconvenienced me. For no reason I had to book one way flight ticket and pay so much money because ultimate rewards did not do its work properly. 

When i called them to dispute this transaction ( {$230.00} ), as I was charged money for services which I never received they are not willing to listen and told me that this transaction is valid and ticket # was issued on time and I need to pay the charges. If the ticket # was issued on time why would I need to buy a one way ticket for travel by paying {$750.00}. This logic is beyond comprehension. I have used the same chase card for all my transactions so that they would see that all charges can be seen. All calls to their customer service dept would have record of my interactions with them I have been through this ordeal of flights missed and staying at transit airport for 16 hours for no fault of mine.

Company response to consumer: Closed with monetary relief