Consumer complaint received 2023-04-03
Company: JPMORGAN CHASE & CO.
State: NC
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:
Chase has repeatedly failed to make the correct decision on a significant payment dispute with XXXX XXXX. Chase owes me {$1700.00} -- I sent over multiple forms of documentation from XXXX XXXX customer service stating in writing ( via email ) that I would be entitled to a refund of the same day flight they charged me for. ( At this point, I was stranded in the IST airport ) XXXX XXXX reneged on the agreement to refund my credit card and stopped responding to my inquiries after I returned to the United States. Chase has failed to thoroughly investigate this matter not once, but twice, as I did appeal the first dispute. I have been a Chase customer since XXXX, and am appalled by the complete incompetence by Chase. There is absolutely no point in having a XXXX XXXX credit card if I can't count on the travel protection benefits they claim to offer. 

I spent over two hours on the phone with XXXX XXXX customer service on XX/XX/XXXX while stranded in the XXXX XXXX XXXX. I was denied boarding onto my original flight returning to XXXX. The airline made a gate assignment error. There was no gate number information printed on my boarding pass when there should have been, nor were there any gate information announcements throughout the airport, or updated gate change information sent to me via phone or email, despite the fact that I included this information when I purchased my flight. Not only that, the gate information that was displayed on the flight information display system was incorrect. 

XXXX XXXX not only denied me boarding on my original flight for their own error ( no/ incorrect gate number ), they also charged me to book a replacement flight returning to the United States even after saying that they would not do so. I waited in line at the XXXX XXXX information desk for an hour only to be told to call a customer service line that I had to call back numerous times because I kept getting hung up on. XXXX XXXX agreed to refund the purchase of the {$370.00} agent fee and the {$1400.00} additional flight charge but then rescinded it later, which is in violation of my Passenger Rights per their website. 

I provided all of these details to XXXX XXXX in-person, over the phone, and in writing, I also sent an email with photo documentation of the gate omission on my boarding pass per their request, only to have them renege and charge my credit card anyway. Per the last customer service agent I spoke with I should have received a refund within two weeks after they confirmed they received the photo of my boarding pass. I sent all documentation to Chase including a photo of the boarding pass, and email correspondence from the customer service agent agreeing to the refund. 

I spent an additional six hours at the airport and therefore experienced a significant delay in reaching my destination city, all because the airline left out critical information. Ultimately, Chase 's failure to resolve this issue adds significant insult to injury, and they need to take accountability for their underhanded business practices. I would appreciate this issue resolved immediately.

Company response to consumer: Closed with explanation