Consumer complaint received 2023-01-08
Company: JPMORGAN CHASE & CO.
State: CT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
Below is the description I've sent to the credit card company involved ( Chase ) and its affiliated company ( XXXX XXXX ) : " On XX/XX/2023, I was in XXXX and needed to return to the US unexpectedly for an urgent medical matter. YOU refused to honor my instruction to pay for a charge to XXXX XXXX to get a new plane ticket. I instructed you multiple times, both via email and in multiple phone calls to your agents, to PAY THAT CHARGE. You refused to. I explained my American phone number was not working because I was in XXXX, and you refused my offer to call the hotel I was staying at, get the management to review my passport, and confirm it was me you were talking to. 

Because you refused to honor my instruction, I had to make additional calls to multiple other sources, to XXXX XXXX, to call my sister to try to use her card, call my bank in the US to authorize a debit, etc. 

Because of your refusal to honor my instruction to charge my card, I missed the first plane out of XXXX, worsening my XXXX XXXX 

Because of your refusal to honor my instruction to charge my card, and the consequent need to make multiple phone calls, the hotel has charged me {$540.00}. See this line from your statement : XX/XX/2023 XXXX XXXX XXXX XXXX {$540.00}, and the attached hotel bill. 

I am asking that you reimburse me for that {$540.00}, due specifically because you refused to honor my instructions to pay the initial charge from XXXX XXXX, that would have made any further action, including the multiple phone calls, unnecessary. 

I am copying your company via snail mail, as well as copying XXXX XXXX. I am a XXXX member at XXXX, having charged hundreds of thousands of dollars to this and my companion business XXXX XXXX card, over 15+ years of membership. Its ironic this is a travel card, and yet, you seem unable to handle the needs of people who are, actually, TRAVELING at the time of its usage. I will probably close both of my accounts with XXXX XXXX, since their credit card proved to be useless to me at exactly at the moment I needed it most. 

Please note I will use all legal means at my disposal to pursue this matter and get you to change your XXXX XXXX  policies that deprived me of the use of my money, worsened my XXXX XXXX, and caused me XXXX XXXX XXXX. Please XXXX my name and XXXX XXXX and read the XXXX XXXX XXXX article I wrote about my treatment by XXXX XXXX, after which they changed their policies. [ correction : article written about me quoting my letter to XXXX ]. Its important to me that you be persuaded to change how you do business, so others can be spared the damage and trauma you caused me. '' I wrote the above the morning of XX/XX/2023. To update, immediately after writing the below letterXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Because of the 3 hours I lost fighting with the credit card company to make the payment as I instructed, I lost the seat I was being offered on the first flight out of XXXX the next day, and got home too late to go to my doctor 's office. I ended up having to go to the XXXX instead. 

The XXXX XXXX of being in a foreign country, having a XXXX XXXX, and being unable to use my own money to protect my health was indescribable. I am XXXX. 
I've worked since I was XXXX, going to college on scholarship and XXXX XXXX because I didn't have money to buy both food and books, and to be unable to use a penny of my over {$30000.00} credit limit on the two cards I have with XXXX ( I tried both, multiple times ) was indescribable. Money is power, money is health, money is safety. Please work with me so that no one else will ever have to go through what I did with this company.

Company response to consumer: Closed with explanation