Consumer complaint received 2020-03-04
Company: JPMORGAN CHASE & CO.
State: CA
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Date : XX/XX/XXXX Amount : {$1400.00} We submit this ticket because we feel that the bank is very irresponsible in handling our flight ticket. Initially, I purchased a round-way flight ticket for my father on XX/XX/XXXX from Chase Bank using my Chase Sapphire Reserve credit card. The flight is scheduled on XX/XX/XXXX from XXXX to XXXX and XX/XX/XXXX from XXXX to XXXX. 

However, because of the coronavirus outbreak on XX/XX/XXXX, my father, as a doctor, wanted to reschedule the flight and go back to XXXX earlier to save more people who are in needs. Therefore, since Chase Bank is the owner of the travel agency, I called them to reschedule the change. The agent told us that we couldnt reschedule the flight because XXXX XXXX XXXX didnt allow it and he could only cancel the flight ticket. As such, we explicitly told him that he should not cancel the ticket because we wanted to contact the airline directly. Then he told us he already cancelled it even though I did not give him permission and explicitly told him not to. After this call, we called XXXX XXXX XXXX and they told us that I could not change the flight because the travel agency ( Chase ) has cancelled the ticket. Otherwise, I can reschedule the ticket for free. 

I was very very upset about Chase agent cancelling my flight ticket without my permission. Here is a series of events happened when I tried to resolve this issue. 

1. I called Chase travel again after knowing my ticket was canceled. After telling them the story, the agent proposed me the solution in which I can purchase any flight ticket first and at the same time, they will conduct investigation. If the previous agent was found to be at fault, my flight ticket will be reimbursed. 
2. After a few days, I received an autogenerated email stating that the ticket will not be reimbursed BECAUSE they return us the Chase points for cancelling the flight ticket. They tried to confuse me with flight cancellation and ticket cancellation. However, I spent around {$240.00} worth of points half year ago but I spend {$1500.00} for my new ticket. Those are not equivalent, so I called them again to explain the situation and told them explicitly that I am willing to return the point and ask for reimbursement. The new agent told me they will investigate ( again ). 
3. After a couple days, I received another autogenerated email from Chase travel saying XXXX XXXX XXXX has cancelled my flight and they are not responsible for the cancellation. Indeed, the flight was cancelled, however, I am allowed to reschedule my ticket without incurring cost! Because the first agent cancelled my ticket, I cant reschedule but to rebook which is much more expensive. I called to a new agent and explained every thing. This agent is very responsible and told me he already tracked back to the first agent who cancelled my ticket and he told me INDEED that agent is the one who cancelled the ticket. However, he does need approval from upper level and will escalate the issue. At the same time, they will re-train the first agent. We are quite satisfied and relieved at this point. ( I attach the recording that the agent admitted clearly that it is Chase who cancel my ticket not the carrier ) 4. After a few days, we havent heard anything from them so I called Chase again. This time, a superior manager took over the call and started to deny everything. He kept pushing the responsibility to XXXX XXXX XXXX, claiming XXXX XXXX XXXX is the one who cancelled the flight. However, when I asked for evidences, he started saying that every evidence is internal and can not be released. Then I told him the previous agent already told me he already admit the the first agent made the error. This superior managers again saying that the previous agent was wrong. In conclusion, he didnt want to release any evidence and asked us simply believe whatever he said. I think this is totally unacceptable. 
5. To make sure XXXX XXXX XXXX didnt make the mistake, we contacted XXXX XXXX XXXX in XXXX and in XXXX, all of them told me they dont have right to cancel ticket book by travel agencies. This agrees perfectly with our encounter where I am certain that the first agent told me he cancelled the ticket. 

As such, currently, I do not have any method to guard my benefit. I hope this issue can be resolved. My only requirement is ticket reimbursement. I can return the point refunded back to them because thats the amount Im suppose to spend.

Company response to consumer: Closed with non-monetary relief