Consumer complaint received 2023-06-19
Company: JPMORGAN CHASE & CO.
State: TX
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:
Hello, XX/XX/XXXX - I booked a flight reservation through the Chase Travel Rewards Center ( Chase ) for a flight from XXXX, XXXX  to XXXX, XXXX for the dates XX/XX/XXXX, XXXX XXXX, XXXX, for a friends wedding for my fiance and I. 

XX/XX/XXXX - We fly to XXXX for the wedding. 

XX/XX/XXXX - I received a text from XXXX XXXXXXXX XXXX XXXX XXXX requesting if we would take a {$1000.00} voucher each to take a different flight as they had overbooked. When we attempted to collect the voucher, we were informed by XXXX that we could not since I booked through Chase and to contact Chase. I spent approximately 3.5 hours on the phone with a Chase agent requesting what options we had. We were informed that we could receive a flight credit from Chase. I verified that the credit would be good for international travel and not just XXXX to the US since we had no plans to return to XXXX. The Chase agent confirmed that we could travel internationally with the credit. As a note, we did not ever receive the {$1000.00} voucher from XXXX and also did not make the XX/XX/XXXX flight back to the US. 

XX/XX/XXXX- We attempted to book international travel using the flight credit only to be informed we could only use the credit to fly from XXXX to the US. I informed the agent that that was not the information we were originally provided and he said he would investigate and call back. The Chase agent never called back. 

XX/XX/XXXX - I called Chase to see the status of our flight credits only to be informed that we were unable to utilize them since it was over a year since I had booked the flights. I informed the agent that I was informed in XX/XX/XXXX that we could only fly from XXXX to the US and that the agent said he would confirm whether or not we could use the credits to fly internationally and I had never heard back. They informed me that they would look into the matter. 

XX/XX/XXXX - I called Chase back and was informed that I could use the flight credits to travel anywhere, even domestically so long as it was before XX/XX/XXXX. I informed them that I could not easily travel and would have to think about where to go. ( Please see email ). 

XX/XX/XXXX - I called Chase back and was informed that I could travel anywhere, but that I would have to fly a class higher than our initial booking of economy. I informed the agent that I would have to think about where we would go since now we had to travel either Business or First Class. 

XX/XX/XXXX - I called Chase back and with a flight plan, only to be informed that we could not use the flight credits since it was over a year since we initially booked the original travel. I requested the matter be investigated as that was not what I was originally informed. ( Please see email ). 

XX/XX/XXXX- Again, I called Chase back to see if they would provide a different answer as they had done so each time previously. I was told that I could travel but it could only be from XXXX to the US and had to be done so before XX/XX/XXXX. I informed the Chase agent that was not what I was initially told and he said he would look into the matter and contact me. 

XX/XX/XXXX - I have not received any additional contact from Chase since XX/XX/XXXX. 

At this point, I have spent approximately 12-15 hours of my time attempting to utilize this flight credit only to be misinformed almost every step of the way. Consumers should not have to work for credits that they were promised. I can not imagine how much money Chase receives by employing these tactics because consumers simply give up. At best, this type of behavior is negligent, at worst it is abusive and in bad faith. 

Thank you for your time and attention to this matter.

Company response to consumer: Closed with monetary relief