Consumer complaint received 2019-06-04
Company: JPMORGAN CHASE & CO.
State: PA
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:
I purchased a flight to XXXX on XX/XX/2019 using my Chase ultimate rewards points. The trip was supposed to be XX/XX/2019 - XX/XX/2019 for XXXX flight XXXX XXXX to XXXX at XXXX and return XXXX to XXXX XXXX flight XXXX at XXXX. 


A few days before my flight, realizing I might not be able to make the early flight time, I called Chase Ultimate Rewards to see how much it would cost to change my flight to the same day, but at a later time. 

The representative that I spoke with said it would be {$120.00}. I thought that price was reasonable so I went ahead with the change. My flight was then supposed to be changed to XXXX on XX/XX/2019 at XXXX. 

The next day I received an email from Chase " XXXX '' " Dear Mr. XXXX '' We are contacting you in regard to your recent change made with Chase Travel. 

Due to difficulties with your credit card, we can not reissue your ticket ( s ).  Consequently, no money has been deducted from your account. 

This means that your original flight reservation has been cancelled and at this time your new reservation has not been confirmed. We apologize for the inconvenience this has caused. 

In order to confirm your reservation, you will need to call us as soon as possible. Please contact us at [ Phone Number ]. We are available 24 hours a day, 7 days a week. 

Please do not reply to this e-mail as this mailbox is not monitored. 

Sincerely, Chase Travel Air Support Desk '' I called into Chase Ultimate Rewards because Chase canceled my original flight and didn't book my new flight. 

After speaking to the supervisor at Ultimate Rewards, She was able to get me onto the same exact flight on XXXX at XXXX on XX/XX/XXXX, however the return flight was sold out and I needed to return the next day on Monday XX/XX/XXXX instead of my original return flight on XX/XX/XXXX. 

Due to the error by Chase Ultimate Rewards, the supervisor I spoke with said that she is going to charge me the original change fee of {$120.00} and that Chase would cover the difference. 

However after my trip ended, I noticed a charge from XXXX XXXX for {$720.00} for XX/XX/XXXX that was posted on XX/XX/XXXX. 

I've since called Chase Ultimate Rewards multiple times and spoke to multiple supervisors to rectify this issue and have two open case numbers in regards to it. Chase said they would listen to the recordings and contact me back with the results of their investigation. I have spoken with 6 Supervisors at Chase since then and nothing was resolved. 

I then received an email from Chase yesterday and it said " Thank you for giving Chase Travel the opportunity to address this matter. We apologize for any inconvenience you've experienced. 

We have completed our investigation and have made the following determination. 

During your recent call with us, it was confirmed that your original flights booked on XX/XX/2019 were not available in the class of service you originally purchased. One of our supervisors provided you with this information and stated that there would be no extra charge other than the {$120.00} for the exchange. 

While we are unable to provide the requested compensation, please be assured we value you as a customer and appreciate your business. We regret we are unable to provide you with a more favorable response this time. '' After receiving this email, I have decided to contact the Consumer Financial Protection Bureau. 

From booking a flight with rewards points that is more or less free to getting charged {$720.00} for something that should have been {$120.00} is burdensome. And having to deal with Chase for months to resolve this issue for it to finally not get resolved in any sort of way was disappointing and infuriating. Chase never even gave me the {$720.00} figure, because they told me they would cover the difference and I would only pay the original price quoted. If they would have told me it would cost {$720.00}, I would have told them to forget it. This flight was in essence free with points, then {$120.00} to change, and now I'm getting charged {$720.00} and Chase refuse to refund me back the difference. 

Thank you for your attention to this matter.

Company response to consumer: Closed with non-monetary relief