Consumer complaint received 2023-03-10
Company: JPMORGAN CHASE & CO.
State: DC
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: Overcharged for something you did purchase with the card

Complaint:
I purchased two tickets back to back with XXXX XXXX using my Chase credit card rewards points and was not refunded my full funds upon cancellation. 

The first purchase was made on XX/XX/XXXX around XXXX XXXX  for XXXX points ( the equivalent of {$210.00} ). I wasn't sure if I would be able to make the flight, so the next day I purchased a second flight on XX/XX/XXXX around XXXX XXXX  for XXXX points ( the equivalent of {$150.00} ) with then intent to cancel the first flight before the 24 hour grace period had ended. When I attempted to cancel the first flight, the Chase purchase site said to call XXXX XXXX at XXXX. I logged onto XXXX XXXX ' site and also called the number. When I called the number, XXXX XXXX stated that I had to get on their website to use their chat feature. 

I logged onto their chat feature and began asking about the cancellation. I was told I could cancel via the website. I had already found my flight, but the site said there was a {$99.00} cancellation fee ( see pictures ). I asked the " person '' I was chatting with why my 24 hour cancellation period was not applying. They said the flight was subject to a cancellation fee even within the 24 hour cancellation period if the flight was within the next seven ( 7 ) days. I asked for alternatives. I then asked for the remainder of my refund to come to me in cash ( meaning a refund to my original payment method ). I was told that I could ONLY RECEIVE A FLIGHT CREDIT as my " refund ''. Upon cancelling both flights, I was charged a {$150.00} cancellation fee ( NOT THE {$99.00} cancellation fee listed on their site ) and the " refund '' was a flight credit that I have no need for considering the fraudulent actions of the service provider. 

Prior to wrapping up, I asked for the representative 's name and a reference number for our chat. The representative said their name was " XXXX '' ( around XXXX XXXX  XX/XX/XXXX ) and that there was NO REFERENCE NUMBER FOR THE CHAT. I asked if I could get a copy of the chat emailed to me and was told I could not. I asked why my refund was not able to be a cash refund, but the representative ( after waiting approximately 4 mins to respond to me ) said that a cash refund was not available " in this case '' then ended the chat approximately 60 seconds after that statement was made EVEN THOUGH I HAD ALREADY ASKED A FOLLOW UP QUESTION stating that " It looks like you're not there anymore. '' After this took place, I called the Chase credit card helpline and spoke with someone at Chase Rewards ( I can provide the name of the representative ) on XX/XX/XXXX around XXXX XXXX. That representative referred me to a specialist ( I can provide the name of the specialist ) who I asked for help cancelling my second flight ( purchased before I knew I was being scammed ). The specialist also tried to call the number listed on the Chase site to get assistance with the cancellation and the specialist said he marked that the call line was not sufficient for cancellation in my file ( I can provide the call reference no. I received upon request ). 

Major problems : 1 ) The fraudulent disparity in the cancellation fee charge advertised and that charged ( this is an airline often used by those with fewer means, making this even more problematic ) ; 2 ) The out of market refund policy a ) charging a cancellation fee based on how close you are to flying out rather than giving the 24 hour cancellation period that is market and b ) REFUSING TO GIVE A REFUND AT ALL WITH THE REMAINDER OF THE FUNDS ; 3 ) The highly problematic practice of keeping no record of the " customer service '' logs. This was even more of an issue because the record was extremely difficult to keep for myself. I had to take screen shots and the screen was not easy to navigate ( it moved around on my phone as I was trying to take the screen shots in succession ). I would imagine that navigating this system would be nearly impossible for someone with less time, money, AND/OR knowledge of generally accepted record keeping practices.

Company response to consumer: Closed with explanation