Consumer complaint received 2023-04-03
Company: JPMORGAN CHASE & CO.
State: NY
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:
On XX/XX/XXXX I was ready to being my trip to XXXX I had been planning for months. I booked on XXXX because I was led to the site by XXXX which I have never had an issue with. On the day of my flight I was informed that my flight had been cancelled. The only way to guarantee a quick refund by XXXX I was informed by the agent was to book another flight. Three different flights had been cancelled day of, when speaking directly with the airline they had told me that they had notified all 3rd party agencies days before. On XX/XX/XXXX I thought I was finally going to be able to fly but when I reached the check in after ubering to XXXX and waiting in line... I was told I was never issued a ticket. I called XXXX once again where they told me to buy the same ticket for the next day but it was sold out. It is their policy that if they fail to issue a ticket they will cover the difference of the next one. Since they failed to notify me ahead of time and all flights were full that had the same route from XXXX I was told to buy the next most convenient ticket so that I could get to XXXX ASAP. This ticket was expensive, I have never made a purchase that large so I made sure to call back 4 times before purchasing. I felt safe then because they all said they could see the note to upper management stating I could book the flight and get the difference refunded. The next morning I was ready to take the flight but I wanted to call and make sure I was set to go before going all the way to the airport. I began to panic when the agent told me she did not see any notes on my account and I could no longer get the difference back. This flight cost {$1600.00} nearly as much as a month rent at the current apartment I was living at, I had never made a purchase over {$600.00} and panicked. I kept getting transferred to multiple agents and felt completely taken advantage of. One of the agents told me the reason I could not get the difference back was because I had booked a flight with a stop, all non stops were booked or cancelled and that is why the night before agents told me to book the flight with the stop. Since it had only been a few hours ago that I booked this flight I asked them to cancel immediately because on their site it says cancel in 24 hours but they refused and told me to purchase another flight. The first half of my trip was completely ruined, I couldn't get refunds for anything I booked in XXXX and I used days from the XXXX a barely have. I called Chase immediately when I realized I had been scammed and the agents told me not to worry and that they would help me. The dispute was re-opened 3 times, the final time the agent told me that I needed to explain that I was never issued the ticket but when I wrote my final letter they continued to go in the favor of XXXX. I never took this flight and had to purchase an entire new one after all of this. I have recordings of these misguiding agents but I can not use them. MY roommates and mom witnessed all of this but Chase won't listen to them either. I have further investigated XXXX and this is happening to travelers from all over the world. They are getting scammed into buying flights that end up getting cancelled or never issued, pressuring them into buying another emergency ticket. I printed out all of the statements similar to mine that I could find and mailed them to chase but it did nothing. I have attached some of these reviews below. Thank you for your time and help! 

Best, XXXX XXXX

Company response to consumer: Closed with monetary relief