Consumer complaint received 2017-10-19
Company: JPMORGAN CHASE & CO.
State: NJ
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 have had a XXXX XXXX Chase credit card since XXXX. I contacted them on XXXX/XXXX/XXXX in preparation for my next trip I wanted to confirm the benefits of using the XXXX Chase credit card to purchase a XXXX airfare. I spoke with a rep that offered me a list of the benefits which included first bag checked for free and complimentary extra room seating. I proceeded to book 3 plane tickets on XXXX/XXXX/XXXX. Once my reservation was complete I went on to select my complimentary extra room seats and to my surprise I was being charged a {$59.00} fee per seat. I proceeded to contact XXXX to see if this was a system issue. I spoke with a rep who confirmed with me again that I have the benefits I was previously told I had and that the department who handles these issues is not available on Sunday which is when I was calling but that he would escalate my issue and I would be contacted by the proper department. I proceeded to wait for a call and was never contacted by anyone regarding this issue. A few days later I get a letter from Chase apologizing for not resolving my issue and for me to contact them if I still have the issue. I was never contacted by Chase regarding this issue. I called Chase on XXXX/XXXX/XXXX after getting passes around to various reps I speak with a male rep that proceeded to tell me that I do not get those benefits as I am an authorized user and not the primary on the account. To my surprise this was the first I had heard of this. I explained to the rep that is wrong as I applied for the card over the phone in XXXX. He proceeded to tell me the primary card holder 's name. I confirmed with him that is my mother and we applied for our cards at the same time but that we were on 2 different application and 2 accounts. He kept checking to see how he could resolve the issue, and could not come up with a solution that would result in me getting the benefits that I was told I had all these years. I even explained to the rep that in XXXX XXXX I traveled to XXXX XXXX and got all the benefits of the card with no issues. I asked to be transferred to a supervisor to see if this could get resolved. After a little over an hour on the phone I spoke with XXXX a supervisor and after re-explaining the situation she offered me 3 solutions : 1 ) Do nothing 2 ) Apply for a Chase card and not get the benefits for this trip ( meanwhile the benefits of the card was the reason I booked a XXXX flight with this card ) 3 ) Write a complaint to Chase which could take 13 days to get resolved. 

I explained to XXXX that neither of these options where going to help me in anyway as my trip is set for XXXX/XXXX/XXXX and I would be responsible to pay {$75.00} in luggage fees and {$170.00} for extra room seating after being assured twice that these benefits were complimentary and that I qualified for these benefits. I proceeded to ask XXXX if there was anyone I could speak to as well as ask her as the consumer what my rights where and what available avenues I had to get this resolved. Her answer was that the supervisor was the highest person I can speak to and proceeded to offer me the same 3 options I noted above.

Company response to consumer: Closed with explanation