Consumer complaint received 2020-12-28
Company: JPMORGAN CHASE & CO.
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Overcharged for something you did purchase with the card

Complaint:
Hello, The below purchase is through Chase Sapphire Reserve credit card. 
RESOLUTION WITH CHASE : Nothing. They told me they could not help me with this dispute. I've talked to them approx ten times. 

I am writing to dispute the charge from XXXX XXXX XXXX. 

XXXX XXXX has violated three Department of Transportation and Federal Trade Commission regulations, which all involve fines if proven guilty. 

SITUATION : I live in XXXX XXXX and they imposed a new rule on Americans flying into the country starting at midnight on XX/XX/XXXX, which required a 14-day quarantine in a hotel. I have an apartment in HK and was desperate to arrive before midnight. I had purchased a ticket with XXXX XXXX XXXX, but it was delayed by seven hours, thus I would not have arrived in time. 

1. XXXX ENGAGED IN DOTAND FTC " UNFAIR AND DECEPTIVE PRACTICES '' : I was standing outside of XXXX, in a bit of a panic, preparing to change my air ticket with XXXX. I dialed what I thought was XXXX XXXX XXXX, but it was actually XXXX XXXX. I asked several times if " they were XXXX ''. I remember thinking that it was odd that XXXX didn't say yes, but I was standing outside XXXX XXXX and it was very noisy. If you listen to the tape, you will hear me asking several times if I was calling XXXX. 

XXXX XXXX  engaged in UNFAIR AND DECEPTIVE PRACTICES, which are outlined below from the US Department of Transportation and Federal Trade Commission : XXXX Unfair and deceptive practices of ticket agents DEFINITION : ( 1 ) A representation, omission, or practice misleads or is likely to mislead the consumer ; ( 2 ) a consumer 's interpretation of the representation, omission, or practice is considered reasonable under the circumstances ; and ( 3 ) the misleading representation, omission, or practice is material. Practices that have been found misleading or deceptive in specific cases include false oral or written representations, misleading price claims. 

This is in violation of ( a ) Misrepresentations which may induce members of the public to believe that the ticket agent is an air carrier.

The word misrepresentation used in this list includes any statement or representation made in advertising or made orally to members of the public which is false, fraudulent, deceptive or misleading, or which has the tendency or capacity to deceive or mislead. 



2. XXXX VIOLATED THE " FULL FARE ADVERTISING '' RULE ( A ). 

XXXX states, correctly, that I authorized the price of the ticket. But NOWHERE and at NO TIME, did XXXX ever state to me that their fee was {$3200.00}. I was given the impression that the price of {$6900.00} was the total price of the ticket. You will note from the emailed ticket that was sent to me, nowhere is the price of anything listed. It is a requirement of all agents to quote all mandatory taxes and fees. XXXX did not break down any of the charges, a clear violation of the Full Fare Advertising Rule. 

This is in clear violation of the Department of Transportation " Full Fare Advertising '' rule, ( 49 U.S.C. 41712 ), which requires airlines to quote all mandatory taxes and fees. The Department of Transportation regulation is as follows : " If a vendor chooses to make available information regarding the amount of taxes and/or fees that are included in the full fare, the disclosure must accurately distinguish between taxes and government fees on the one hand and carrier-imposed fees on the other. In addition, with respect to information about carrier-imposed fees included in the full fare, such disclosure must accurately represent the actual cost of the item for which the charge is assessed and must not otherwise be deceptive. '' Had they said, we are charging you {$3200.00} just for booking you a ticket, I would have immediately ended the call and not used their service. As you can imagine, {$3200.00} for two hours of work is a grossly overpriced and manipulative practice. 

( B ). 

If you look at the email that was sent confirming my air ticket, you will note that no price is listed, which is NOT normal practice with any purchase. I remember thinking that this was strange so I called XXXX that evening and the morning of the flight, but no one answered, thus I had no clue that I was paying {$3200.00} as an actual fee. 

( C ). 

Please find an example of a price breakdown that I received from a flight taken with XXXX  ( see other attachment ). This is the legal and appropriate manner in which an agent should itemize a ticket : XXXX. XXXX ENGAGED IN " PRICE GOUGING '', ACCORDING TO THE STATE OF CALIFORNIA DUE TO COVID STATE OF EMERGENCY The California Attorney General issued a price gouging alert on XX/XX/2020, following Governor XXXX XXXX 's emergency declaration in response to cases of coronavirus ( COVID-19 ) in California. The law applies to transportation. It states : " Price gouging refers to sellers trying to take unfair advantage of consumers during an emergency or disaster by greatly increasing prices for essential consumer goods and services. '' I specifically told XXXX that I was desperate to arrive into XXXX XXXX by a certain date and time due to restrictions placed on Americans due to Covid. Due to XXXX being licensed or located in California, they must abide by the Price Gouging Alert.

4. OTHER FACTS : A. XXXX  states that they purchased for me the " last ticket '', which is blatantly false. Due to the Covid Virus and restricted travel, the plane was maybe at 40 % capacity. XXXX stated in an email " It was Issued manually by the Ticketing agent, as this was the Last seat Available. '' B. XXXX states they helped get my refund from my cancelled ticket from XXXX. I called XXXX that evening and cancelled it myself. I received no help and did not need help cancelling a ticket. 

C. XXXX states they helped me check into my flight. How would they have done that? I was there and in no need of help. One merely shows up and checks in with the agent. Again, another justification for their deceptive fee. 

D. I found that the XXXX flight I was on, and others around that date, were being sold for approx. {$2500.00} from the airline. I paid {$4400.00} extra by accidently using XXXX. I never begrudge someone making a living, but this is outrageous. 

XXXX and XXXX did an excellent job of getting me a flight on short notice. And I'm more than happy to pay them a fee, yet {$3200.00} is unethical, was never stated in a clear fashion, and illegal.

Company response to consumer: Closed with explanation