Consumer complaint received 2022-05-26
Company: JPMORGAN CHASE & CO.
State: WA
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:
On XX/XX/XXXX, I made a booking on the Chase XXXX website for XXXX  at XXXX XXXX by XXXX XXXX for the dates of XX/XX/XXXX to XX/XX/XXXX. Itinerary # XXXX. The purchase was made using XXXX of my Chase XXXX XXXX  points. 

A few days later, I cancelled the reservation for a full refund. The reservation was removed from " My Trips '' and I believed the refund went through correctly. I booked another condo instead outside of Chase, the XXXX XXXX XXXX, for my stay. 

Months later, on XX/XX/XXXX as I was landing in Hawaii, I receive a Welcome email from XXXX  at XXXX XXXX, the XXXX  I cancelled many months prior, with instructions on how to check-in for my stay beginning XX/XX/XXXX. I realized there must have been a mistake with Chase 's XXXX site as I had cancelled this reservation months earlier and expected my points to be fully refunded. That same day ( XXXX immediately call Chase XXXX and explained the situation to the Chase XXXX   representative. The representative tried contacting XXXX  at XXXX XXXX with no answer, despite calling within their stated business hours. I try calling XXXX  at XXXX XXXX directly with no answer. The Chase XXXX rep suggested I try calling back the next day, XX/XX/XXXX ( day of " check-in '' ) to see if contact could be made with XXXX  at XXXX XXXX XXXX I agree and send emails to XXXX  at XXXX XXXX explianing the situation and asking for someone to call me back. I get no reply that day. 

The next day, XX/XX/XXXX, I call XXXX  at XXXX XXXX and explained the situation. They explained to me that if Chase XXXX contacts them and explains the situation, they could possibly approve a refund. I call Chase XXXX again and explain the situation. The Chase XXXX rep explained to me that since the since the reservation was showing " good to go '' on their system, they would have to do an investigation to determine if there was a glitch on their site causing the error. They could not determine that that same day so the XXXX  at XXXX XXXX could not approve the refund. The Chase XXXX rep explained to me that since I would incur a 100 % penalty if I cancelled the reservation now, since the reservation is " good to go '' I could check in to the hotel and they would do an offline investigation within 72 hours. if the glitch was with the Chase XXXX site, I would be refunded. Since I did not want to incur the 100 % penalty, I agree to " check-in '' to XXXX  at XXXX XXXX XXXX XXXX keeping my original ( correct ) accommodations across the street at XXXX XXXX XXXX XXXX I had no need/intention of staying at XXXX  at XXXX XXXX XXXX which is why I originally cancelled it ). XXXX  members of my party stayed at XXXX  at XXXX XXXX for XXXX nights only. Since XXXX at XXXX XXXX was inferior to our other XXXX, my XXXX family members not to stay there any longer and leave to stay with me at the XXXX as originally planned. We did not " check-out '' since we were still under the 100 % penalty timeframe anyways. 

The promised 72 hours come and go with no update on the promised offline investigation. I decide to wait until after my trip ended to call back and inquire on the status. 

After I returned home, I call Chase XXXX again. They did not investigate if the error was a site glitch. Instead, they try contacting XXXX  at XXXX XXXX again asking for a refund, which XXXX at XXXX XXXX denied. I reiterate that this is the fault of Chase XXXX as the glitch originated on their website, so I expect a refund from Chase, with or without approval from XXXX at XXXX XXXX. 

On XX/XX/XXXX, a Chase XXXX Consultant by the name of XXXX XXXX contacted me saying the XXXX at XXXX XXXX would not approve a refund because proof of early " check-out '' was not available. I explain to her that the orignal Chase XXXX rep I spoke with on XX/XX/XXXX encouraged me to check-in to Palms at XXXX XXXX since I was going to be penalized 100 % anyway and Chase would refund me if Chase investigated and found out there was indeed a glitch on their travel booking site. XXXX XXXX then states " If maybe perhaps you can provide proof of cancellation on your end with the reservation then we could see what we could do on our end as Chase. ". 

On XX/XX/XXXX, I reply back to XXXX XXXX with proof of cancellation in the form of a screenshot taken on XX/XX/XXXX showing no active reservations under " My Trips '' and instead, the reservation showing under " Past & Cancelled Trips ''. 

On XX/XX/XXXX, XXXX XXXX responds back saying they would issue a partial refund on the " unused '' nights if I could provide proof of early checkout. Again, I was never told to officially " check-out '' as I only stayed 2 nights before leaving and it was the original Chase XXXX rep who instructed me to still check-in as the reservation was " good to go '' and I would still be refunded if they determined the error was due to Chase 's XXXX site XXXX XXXX acknowledges : " This will be a courtesy refund as there was a site error on our end when you tried to cancel the reservation and showed cancelled on your end but still active on your my trips on our end. '' I respond back with the proof I had, which was my XXXX XXXX confirmation booking for where we truly stayed which proves we had no need to have a second condo, the XXXX XXXX. 

On XX/XX/XXXX, I get a generic email saying : " After review of your file, we have determined that we can not provide the requested compensation. we have reached out to the hotel and they have informed us that they have no record of you checking out early from your reservation and therefore can not provide any compensation. '' Chase continues to deflect blame despite promising me a refund if they determined the error was due on their part ( chase XXXX  site glitch ). XXXX XXXX acknowledged Chase 's error on the XX/XX/XXXX e-mail. They then pivot to another excuse/hurdle for me to prove which is an " early check-out ''. I explained to them had the original Chase XXXX rep not advised me to check into the XXXX  XXXX anyway due to the 100 % penalty, I would have not even step foot on that property at all to avoid them claiming I " used '' the property. I reiterate I did not use it, I already had a condo across the street ( XXXX XXXX ) that was much better than XXXX  XXXX. I consider this an act of bad faith at the very least and unfair and deceptive practices on Chase 's part, at worse. They acknowledged the site error/glitch, they should resolve it and not put the blame on the XXXX  XXXX or myself.

Company response to consumer: Closed with explanation