Consumer complaint received 2022-01-14
Company: JPMORGAN CHASE & CO.
State: CA
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:
Background : On XX/XX/XXXX, I used XXXX travel points on my Chase credit card ( Original Payment ) ( equivalent in value to {$780.00} USD ) to purchase a flight from XXXX XXXX, CA, United States to XXXX XXXX, XXXX ( departure flight scheduled for XX/XX/XXXX and return flight scheduled for XX/XX/XXXX ) ( Original Flight ). I purchased the Original Flight through the Chase credit card travel website, and I received the following confirmation details : Itinerary # XXXX ; Booking ID # XXXX. 

On XX/XX/XXXX ( Customer Service Call # 1 ), I called Chase Customer Service to ask what would happen if I cancelled the Original Flight. The Chase representative said the following : - If I cancelled the Original Flight, I would receive a travel credit in a amount equal to 100 % of original ticket value ( {$780.00} ), plus an additional 15 % in value ( {$71.00} ) ( Travel Credit ). 
- The Travel Credit would need to be used to book a flight with the airline within one year from the travel credit issue date and travel would need to be completed within XXXX days after the date of rebooking. 
- In order to receive the Travel Credit, I must cancel the Original Flight at least one day prior to departure date.

- She would record the Travel Credit details on my Chase account so theres a record of it. 
- She advised me to hold off on cancelling the Original Flight since there was still a lot of time before the departure date.

Relying on the information she provided me, I held off on cancelling the Original Flight. 

On XX/XX/XXXX ( Chase Customer Service Call # 2 ), I called Chase Customer Service to re-confirm the information I received during the Chase Customer Service Call # 1. The Chase representative said the following : - She acknowledged the Travel Credit details noted on my account, which was added by the previous Chase representative.

- When I was ready to cancel the Original Flight, Chase would escalate my request to their travel team in order to issue the Travel Credit. 
- She reiterated that I only needed to cancel one day prior to the departure date. She also advised me to hold off on cancelling the Original Flight since there was still a lot of time before the departure date.

Relying on the information she provided me, I held off on cancelling the Original Flight. 

On XX/XX/XXXX ( Chase Customer Service Call # 3 ), I called Chase Customer Service to cancel the Original Flight and receive the Travel Credit that I was promised. However, the Chase representative said the following : - Even though there was a note about the Travel Credit on my account, I would not receive it.

- Chase would need to listen to the recordings of the Chase Customer Service Calls # 1 and # 2 to investigate what their representatives told me. If they confirmed what I was describing to them, they would honor the Travel Credit. 
- Chase would email me with an update on its investigation findings within 5 business days ( by XX/XX/XXXX ). 
- She advised me to hold off on cancelling the Original Flight until after Chase completed its investigation. 

Relying on the information she provided me, I held off on cancelling the Original Flight. 

On XX/XX/XXXX ( Chase Customer Service Call # 4 ), I called Chase Customer Service because I still hadnt received an update about the investigation. The Chase representative said the following : - She didnt have an update on the investigation, and she would need to submit an escalation to their investigations teams. 
- Chase would email or call me with an update on its investigation findings within 72 hours ( by XX/XX/XXXX ). 
- She advised me to hold off on cancelling the Original Flight until after Chase completed its investigation.

Relying on the information she provided me, I held off on cancelling the Original Flight. 

On XX/XX/XXXX ( Chase Customer Service Call # 5 ), I called Chase Customer Service because I still hadnt received an update about the investigation. At this point, I couldnt hold off any longer on cancelling the Original Flight as it was nearly 24 hours prior to the departure time. The Chase representative said the following : - He didnt have an update on the investigation, and he would need to submit another an escalation to the Chase investigations teams.

- Chase would email or call me with an update on its investigation findings within 72 hours ( by XX/XX/XXXX ). 
- He advised me to cancel the XXXX XXXX in order to avoid no show status from airline. 
- My cancellation of the Original Flight would not affect the investigation. 

As of today ( XX/XX/XXXX ), I still havent gotten any email or phone update from Chase about the investigation into its original promise of a Travel Credit.

Issue : Chase has repeatedly provided false information and failed to resolve a complaint I submitted to its investigations team. Chase falsely promised me I was eligible for a Travel Credit associated with a flight I purchased through the Chase travel program, and it has failed to honor its promise. It has also repeatedly failed to resolve this issue within the time periods it committed to me.

Request : I would like Chase to refund the Original Payment to my account, or at least honor the Travel Credit that it originally promised me. Chases false statements and inaction are illegal and exploitative against consumers.

Company response to consumer: Closed with explanation