Consumer complaint received 2019-04-21
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 am XXXX member since XXXX. I am writing regarding my unpleasant reservation experience. I was trying to use my chase anniversary free night which was expired on XX/XX/XXXX, on my upcoming reservation. On XX/XX/XXXX, during the day I checked on my cell phone XXXX app and I found out that my free night was gone. 

Therefore, when I was available, at XXXX PDT local time, I called XXXX for inquiring the disappearance of my free night certificate. A female representative answered my call and stated that on her computer the free night which would be expired on midnight on XX/XX/XXXX was still available but I had to let her make my reservation via phone call since it was already gone on my end. Later, she asked me how I would like to use the free night. I answered I would like to use it but I have to look up my itinerary. In order to save her some time, I told her that I would look it up and call back soon. 

After 20 minutes, after my arrangement of my itinerary, I called that number again but this time it was picked up by another representative. I stated my request but he told me that the free night which I wanted to use was expired already. I restated the whole situation to this gentleman but he insisted that the free night was expired, no reservation could be made at the time. Then I was transferred to couple other persons -- one of them was a lady, saying that it was just A MISTAKE made by the first female representative, and emphasized that absolutely NO compensations offered such as discounted rate, bonus XXXX points, free night reissue could be provided under this circumstance. Then I requested to transfer to supervisor. After a long period of hold time, she asked me about where and when I would like to use the free night. I answered but she put me on another long period of hold. 

Finally, the supervisor named XXXX picked up, after my explanation of the entire situation, not only did the supervisor refuse to offer any help, but also he challenged me by interrogating me why do I make a last-minute reservation. During the call, he emphasized again and again that nothing from their end could help or do for me cause the free night was expired already, and that he had no idea why the first representative would guarantee my free night was still applicable. He took ZERO responsibility for such result but blaming me for my last-minute reservation. After knowing my desired hotel needed a free night or XXXX XXXX points to book, he at last offered XXXX XXXX points as a compensation, which DID NOT HELP AT ALL since this was not even worth XX/XX/XXXX of my original hotel points. 

As a long-term XXXX member, I am indeed disappointed at this quality of service, mainly for the following reasons. 





I called 3 times and answered by 5 or 6 different people. All the results I received varied from each other. The first call said I COULD use my free night but I had to let her make the reservation for me. The second call said it was expired already and NO compensation could be made. The third call said it was expired but could give me XXXX points. All the responses were inconsistent. Now I had booked my flights and arranged my schedule for the trip only because the 1st representative told me I could use it. But now I did not have the free night that I was supposed to have. It was a COMPLETE WASTE of my time and money. 
There are ambiguous rules about time zones. When I made my first call, it was XXXX at my local time, and the representative said even though it was over midnight at EST but it was available. But I called 20 minutes later it was not anymore. The supervisor emphasized that it was because when I made the first call the first customer representative COULD still see my free night at her end because of her time zone. But later when I made my 2nd and 3rd call the representatives COULD NOT see it because of their different time zones. Furthermore, I reviewed the terms and conditions of the free night redeem myself and DID NOT find any rules specifying what time zones I should be following to make my reservations. In sum, I found it EXTREMETLY DISRESPECTFUL AND CONFUSED by the vague rules and miscommunications between your dear representatives. 
It is the basic courtesy that the customer representatives help the customers with high-valued reservation and experience. But this last customer representative supervisor named XXXX highly violated this courtesy by interrogating me about my personal plans. When I stated that it was because  of their miscommunication he refused to admit or take any responsibility. He blamed this all on the customer which I regarded as HIGHLY UNPROGESSIONAL. 


XXXX has always been my favorite hotel to stay, but this unpleasant experience has let me question about your customer service quality. I hope you can review this case carefully. I do not want to be sacrificed as the victim of your miscommunication among your unprofessional staff.

Company response to consumer: Closed with explanation