Consumer complaint received 2023-02-18
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Confusing or misleading advertising about the credit card

Complaint:
I am trying to book use chase travels to use reimbursed credit to book a flight and also also use chase travel point to book new flights. I was told I can not do so together, will need to be two separate bookings which I had to do In the end. This is my first complaint, I believe they missell chase travels when they say that the customer care can take care of bookings and then stop me from making one complete booking with my money and my accrued points, they have inconvenienced me. Separately chase quoted me over {$2900.00} for XXXX flights and just over {$1900.00} for XXXX flights, when I queried that other competitors were selling the flights for altogether {$1200.00} and that yesterday ( XXXX XXXX ) the sales agent quoted approximately $ XXXX {$1400.00} and then after 90 minutes on the phone and 3 tries to book said that he can not book my flights because of system issues. I asked that someone calls me he said he is off his shift and said someone will call back and no one did. Todays sales lady ( XXXX XXXX ) I told her what happened and why Chase is now charging me XXXX dollars when yesterday was almost half that price and that online competitors are quoting {$1200.00}. She said to me that is the price. I told her I wanted to escalate the call so she said to me ok wait, after 10/15 mins she said to me the price now is approximately {$1600.00} and then said to me was non refundable and no exchange. So my second complaint is if Chase is selling non refundable flights why are they charging premium prices when non refundable flights are cheaper online ( I could book all XXXX for under {$1000.00} when I checked that day ). I asked the sales lady how did the price drop so quickly she said within minutes the price can drop or hike. Really can jump by a {$1000.00}? I suspect she was lying. My third complaint is that I asked that if my flight came with luggage which I wanted. Chase customer person said yes but can not guarantee if I have luggage so I will need to call XXXX XXXX. I told her that if you are sales team its ur responsibility to ensure the flight has luggage since that is how you are selling to me, if they dont provide me the luggage then I should be able to come to chase and make a query. She said no thats the XXXX XXXX XXXX and then I said then why are you advertising the flight comes with luggage and then adding waiver language to say it might not, this is misleading me and not good sales practice on the banks part. Not the interest of the paying customer but protecting chase only. Finally I asked to make complaint and the sales personal said she is the final point of escalation and senior. I said well I would like to make complaint several times and that I would like to officially book this as a complaint. Sales person said she will make the notes for a complaint which she did not, didnt proceed with this information, made it difficult for me and then attempted to reclarify flight came with luggage. In the end I booked my flights as I needed to redeem my points and also redeem my credit note however I paid a lot more due to chase claim of system issues, hiked prices ( not fairly competitive and not fairly marketed ). I had no choice to book but I paid priced. Chase is using deceptive sales practices and is making it difficult for every day customers to book complaints. I told the sales lady I will make my complaint with FDIC and CFPB. These staff are not trained and do not care about dealing with customers and are reckless in the sales practices by misleading customers to fraudulently con customers out of money by charging higher prices

Company response to consumer: Closed with non-monetary relief