Consumer complaint received 2019-05-08
Company: JPMORGAN CHASE & CO.
State: PA
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:
XX/XX/XXXX Roundtrip flight from XXXX Hawaii to XXXX Hawaii booked for XXXX using XXXX Chase Rewards points on XXXX Airlines. Itinerary # XXXX ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... 

XX/XX/XXXX Itinerary times were changed for the above booking ( same route ) through Chase Rewards via telephone. Confirmation received via email ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... 

XX/XX/XXXX When I went to check in to the outbound flight, XXXX XXXX told me that Chase had never paid for the flight. The rewards points had been deducted from my account, but Chase did not pay the airline for the flight. I discussed this with Chase representatives via cellular telephone 1.5 hours before the flight, however, they were not able to correct the situation. Chase advised me to pay for the flight using cash and I would be reimbursed by Chase for this payment. I asked if they could ensure the return flight would be paid for by Chase, and I was told they would work on it. Total phone call was 51 minutes. I had to pay {$250.00} out of pocket for this flight ( in addition to having paid in rewards points ) ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... 

XX/XX/XXXX 21 minute phone call with Chase. They were not able to figure out why Chase did not pay XXXX airlines for this flight even though rewards points had been deducted from my account for this flight. Escalated through supervisor. Stated they would fix the return flight ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... 

XX/XX/XXXX 86 minute phone call with Chase. They were not able to fix the return flight. Again, Chase advised I pay the return flight out of pocket and I would be reimbursed by Chase for this. I was told I would receive a call from a supervisor within 24 hours after they looked into this issue. I received no further communications from Chase ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... 

XX/XX/XXXX On checkin for the return flight, XXXX airlines confirmed Chase did not pay them for the flight ( again, I had already paid Chase using rewards points ). I had to pay {$220.00} out of pocket for the expense of the return flight ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... 

XX/XX/XXXX I received an email from Chase stating that the XXXX Chase rewards point would be refunded to my account. Email states it may take up to 7 days to process ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... 

XX/XX/XXXX 19 minute phone call with Chase. There has been no resolution of this issue. They stated they would have an account specialist look into this issue and contact me within 24 hours. I received no further communication from Chase ... ... ... ... ... ... ... ... ... ... ... ... ... ... .... 

XX/XX/XXXX To this date I have received neither the funds ( {$470.00} ) nor the refunded Chase rewards points. Multiple attempts to contact Chase have been unsuccessful. After checking my credit card rewards account today, the funds/points have still not been refunded. As of now, I have paid for the above flight both in points AND cash- with no resolution or further communications from Chase.

Company response to consumer: Closed with monetary relief