Consumer complaint received 2019-10-08
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:
I have a variety of credit cards with Chase, including the Chase Sapphire Reserve card which is the card I used to cash in points with Chase Ultimate Rewards in order to purchase a flight. I used the Chase Ultimate Rewards website as well as spoke with a representative to confirm the purchase I was making. Specifically, I booked a flight with XXXX XXXX to fly from XXXX XXXX to XXXX, with a layover in XXXX. During the booking process I was prompted to inquire if I was interested in an upgrade to a higher class of seat. The upgrade that I was prompted to was for what XXXX XXXX refers to as Premium Coach. On the website, this explains that this upgrade includes extended legroom, upgraded meals, free alcohol, a free baggage check, and some additional features. I was most interested in the increased legroom and upgraded meals. I spoke with an Ultimate Rewards representative who confirmed these were included in the upgrade. Additionally, prior to the flight I contacted XXXX XXXX directly to confirm that myself, my wife, and my XXXX year old son were all seated together, and also to confirm that we had the upgraded seating arrangement. This was confirmed. I understood that a domestic flight would likely not include these perks, specifically the additional legroom and upgraded meals, but anticipated it would be included in the international flight. When we boarded our seats on the international flight, provided by XXXX XXXX ( an XXXX XXXX partner ) we noticed that we did not receive what we had purchased. The plane was actually quite old, it did not have any media at all nor any charging abilities, but most importantly it not only had no additional legroom but was actually one of the tightest seats I've ever sat in. We were also not provided any complimentary alcoholic drinks or upgraded meals ( this was actually the worst food I've ever received on a plane, which is saying a lot ). Needless to say this flight was very difficult for my family and we were very unhappy with the misrepresentation. When I contacted Chase Ultimate Rewards while overseas I was told there was nothing they would do, that I could not contact the airline directly, and that if I wanted to make any changes I would be required to pay for several change fees and that it would be cheaper just to buy a whole new flight home. I was ultimately able to change my flight on XXXX XXXX to the Premium Coach that I believed I had purchased in the first place at a cost of almost {$1900.00}. This seat was consistent with the research I had done regarding XXXX XXXX premium coach seating, including all the features indicated above. Since returning I have made several efforts to contact Chase both through representatives of Ultimate Rewards and representatives of the credit card itself. The response I received was not helpful. I was advised that I booked my flight in the main cabin, and basically that all the features they indicated on the website were only possibilities and only available if the flight itself had them as an option. I would submit that this is fraudulent advertising. First, it was not clearly shown that only some flights would offer these accommodations. Further, I've since learned that none of the XXXX XXXX flights via XXXX XXXX offer these types of accommodations. So there is no way that I actually could have received the accommodations that the website was advertising. Moreover, the last supervising representative ( XXXX from the Oklahoma Call Center ) was incredibly rude in saying that they would do nothing for me, that I was not entitled to any compensation, and that I had absolutely no recourse in my concerns. Prior to reaching XXXX on this same day I sat on hold for approximately an hour while another Supervisor claimed to be looking into the situation, then I was hung up on. When I spoke with XXXX he indicated there was no notes from that prior supervisor, and that the complaint was previously looked into and that he was not going to discuss my concerns. During this process I've waited on hold for no less than 5 hours while individuals claimed to be looking into my concerns then was disconnected without a return phone call. I believe that I should be compensated for the additional money I was required to spend to obtain the flight that I had originally bargained for. Even if not for the full amount, some compensation for the cash and hundreds of thousands of points would be appropriate. Moreover, while overseas I was attempting to use my priority pass card to access a lounge at the XXXX XXXX on XX/XX/XXXX. The priority pass number was not working and the international line to Chase Reserve was also not accepting my call. I was advised by the worker at the lounge that Chase Reserve would reimburse me since one of my benefits of the card is access to the lounge. I spent approximately {$97.00} gaining access to the lounge. When I contacted Chase upon my return, I was told that I had previously been reimbursed and that this is only a one time thing. Chase was referring to XX/XX/XXXX when I first acquired the card and was told by Chase just to use my Reserve card at the lounge and they would reimburse me. I was also told that I could use it on both my outgoing and return flight with no problem. At that time I was never advised that this was a one time offer. Now I'm being told that they will not reimburse this expense, and that I should have read the finite details in my credit card contract that explained these rules. I believe that based on the Chase agent 's prior consideration and failure to explain this " one time '' rule, they have waived any contractual language to deny this. But more importantly, this is indicative of Chase 's unwillingness to do the right thing by their customers. While I have no doubt that Chase could not care less about me as a customer, I have spent hundreds of thousands of dollars on my various Chase cards and feel that I have been scammed as a customer. In both of these situations, Chase took advantage of me by failing to disclose that which was readily apparent at the time, and then rudely refusing to provide me with any recourse.

Company response to consumer: Closed with explanation