Consumer complaint received 2019-01-07
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:
Chase Sapphire Preferred Credit Card XXXX XXXX Contact : XXXX Email : XXXX Case ID : 1. XXXX ( From XXXX ) 2. XXXX ( From XXXX ) 3. XXXX ( From XXXX, possibly fake ) XXXX Attempt to book hotels in XXXX through the Chase UR portal for XXXX. I have XXXX UR points that I can use to redeem. Get error message while confirming booking. Called Chase. Chase tells me that they are currently experiencing technical issues. Please try again in two hours. Tried again two hours later, no luck. Call chase back and they said they are still experiencing issues and try tomorrow. 

XXXX Tried booking through UR. Does not work. Asked friend to book through his CSP through his UR portal. Worked fine. Requested same dates and same hotel. Confirmed this issue is only with my account. Now I start attempting to book random hotels in random states/countries with random dates. All receive error message only through my UR travel portal. This confirms that only my account has issues. 

XXXX Tried again today. Does not work. 

XXXX Call Chase back. At this point my initial hotel/room I wanted is sold out. Room prices went up as well. Call chase back. Transferred multiple times to multiple sales reps. Possibly 6-8 reps. Multiple times between travel dept and cardmember services to verify my card is working. My CSP is working fine. Once I got on the phone to someone who is willing to help, I first confirmed that they are not experiencing technical issues. Rep confirmed that everything was fine. Rep attempts to book hotel through phone. Gets same error message. Tells me its possibly hotel run out of rooms. We try different date, different hotel. Same error message. He then tells me to book directly with hotel. I tell him CSP gives 1.5X redemption through travel and I will lose money. He says he will file offline claim and send to technicians to examine issue with your account. Please allow 72 hours for us to follow up. 

XXXX Tried booking does not work. Same error message. 

XXXX Tried booking does not work. Same error message. Call Chase, at this point prices have gone up a lot and nobody followed up with me on offline claim. Get XXXX. Tries to book on his end. Same error. Puts me on hold and tries to continually book different hotels. Does not work. Tells me he has to send offline claim. I tell him last week a rep already did that. He tells me no record. I tell him I am getting very frustrated and to please help. He gives me case number:XXXX and that he will call me back in 30 minutes with a resolution. 3 hours pass by and no phone call. I call back and get XXXX as rep. We try booking hotel. Same error. We try booking in XXXX, XXXX, random cities and same error. She tells me she has to send offline claim. I tell her i worked with XXXX earlier and provided case number and already did this process last week. Case number does not exist as they begin with " S- ''. XXXX provided fake case number XXXX. She gives me case numbers : XXXX, XXXX and to wait 72 hours again. 


Attached photos of phone calls being transferred and on hold.

Company response to consumer: Closed with non-monetary relief