Consumer complaint received 2022-10-23
Company: JPMORGAN CHASE & CO.
State: CA
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:
1 ) This is a follow-on complaint. Here is the original submission : " On XX/XX/2022, I booked a reservation for a hotel ( Trip ID # XXXX ) through the Chase Ultimate Rewards website. The reservation was for XXXX XXXX XXXX. I used a total of XXXX points to make this booking. Here are the specifications of the room, as confirmed by my booking confirmation receipt : " Room, 2 Queen Beds, Accessible ( Oceanfront View, Mobility Access Tub ) '' However, when I arrived at the hotel on XX/XX/XXXX, I was given the following room : " Room, 2 Queen Beds, Accessible ( Mobility Access Tub ) '' The room that I paid for was ADVERTISED as having an oceanfront view, but the room that I RECEIVED did not have an oceanfront view. This was false advertisement and I request a FULL REFUND of my points. Chase has been extremely difficult to deal with, and has not approved a refund for this trip even though they ACKNOWLEDGED that there was a system error between the Chase website and the XXXX third party database ( their third party company that listed this booking for them ). They offer me XXXX points as a consolation, but a {$75.00} apology does not equate to the value of an oceanfront view. I would not have booked this room to begin with, if I knew that I would not receive that oceanfront view. That was the entire reason why I wanted to go on this trip. It is extremely unfair to promise an oceanfront view in the booking and not deliver the view to me, the PAYING CUSTOMER. '' 2 ) Here was the response by Chase : " We reviewed your reservation and found there was a system issue at the time of booking that affected the room type booked. We attempted to provide options to upgrade the room and reimbursement when we spoke with you on XX/XX/2022. However, the call was disconnected and our attempt to call you back was unsuccessful. We also found the reservation was used and you did not request a refund or room upgrade at the time of check in. We respectfully decline your request for a full refund because the reservation was used. However, we added an additional XXXX points to your account as a courtesy for your experience. You can see them right now at chase.com or on your next billing statement. We sent you an email on XX/XX/2022, explaining our decision. We take these matters seriously and are sorry we didnt meet your expectations. We look forward to a continued business relationship, as well as providing you with the service that you expect. '' 3 ) Here are my additional comments explaining why I do not think this was a fair response and compensation by the company : As you can see above, chase made this statement : " We also found the reservation was used and you did not request a refund or room upgrade at the time of check in. '' This is absolutely false. Chase was extremely slow in its attempts to upgrade my room so that the booking would reflect what I actually paid for. Chase was unable to modify the booking before the day of my stay, and so they told me to just show up to the hotel on the day of the reservation ( I have voicemail proof of this ) and to be REST ASSURED in the fact that the hotel would honor the booking upgrade and that chase would pay the difference in the fee. Because of this, it had already passed the window of a full refund. I had no choice but to show up to the hotel and stay in the room ( which I would find out could not be upgraded on the day of ) because it was past the window of full refund. It is ultimately Chases fault that I stayed in a faulty room. Since they could not resolve the booking discrepancy in a timely manner, I had to either stay in the room or lose all XXXX of my points for the booking with no refund. I am dissatisfied with a partial refund of my points because I did not get what I paid for : an Oceanfront view room. Although they did credit me the XXXX points, is it only a partial refund. Why should I get a partial refund and be forced to pay for something that I never agreed to pay for? I paid XXXX ( estimated ) points for a booking that was different than what I received. If you can quantify the difference between the booking i paid for, and the booking I received, as only XXXX points : then you are saying that false advertisement can be alleviated by giving the customer only half of their money back instead of the entire portion. This is ridiculous, especially in light of the fact that Chase verbally agreed to upgrade the room and pay the difference, which at the time was estimated to be $ XXXX {$1000.00}. If they were ( allegedly ) willing to pay XXXX to fix their error, why are they only giving me back {$270.00} worth of points?

Company response to consumer: Closed with explanation