Consumer complaint received 2018-08-24
Company: JPMORGAN CHASE & CO.
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
DATE OF TRANSACTION : XX/XX/2018 TRANSACTION AMOUNT : {$210.00} COMPANIES INVOLVED : 1. Chase Bank 2.  XXXX XXXX Let me start by saying I am a XXXX student and I feel completely taken advantage of by both companies. 

My boyfriend purchased an airline ticket on his CHASE BANK ATM card in the amount of {$210.00} on XX/XX/2018 for me to fly to California on XX/XX/2018. 

A confirmation was sent from XXXX XXXX to my email address to confirm the ticket purchase with an eticket # XXXX and corresponding info, including the confirmation # XXXX, on XX/XX/2018. 

When I went to the airport in New York on XX/XX/2018 to take the flight, I was told by a very impatient XXXX XXXX Agent that I did NOT have a valid ticket. They did not allow me to get on my flight and would NOT reissue the ticket, they also claimed that the cost of the ticket had doubled and they wouldn't honor the cost I had originally paid. 

Also, while I was at the airport, no one could help me with my ticket problem and they told me I had to deal with the XXXX phone number. After an hour of wasted time at the airport, I called my boyfriend to come back to the airport and pick me up. I got on the phone immediately with the XXXX XXXX and called 3 different times because each time I was instructed on what to do, I did as I was told, and then was told I was wrong. One of the XXXX XXXX   Agents even told to me to bring my boyfriend back to the airport with his ID, the credit card used as well as a new credit card, so they can reinstate the ticket. In the meanwhile, my boyfriend and I made a conference call to Chase Bank, so they could look into it. They reassured us the money was released and was not in the account. Yet XXXX XXXX could NOT explain how this happened. We felt we were getting the runaround from everyone. 

I was told by XXXX XXXX that they could refund the total amount in 7 to 10 business days. Two weeks later and they're still telling me the same thing. 

Chase Bank said they would dispute the transaction if XXXX XXXX didn't cooperate and give the full refund. We waited approximately 2 weeks and my boyfriend got a letter in the mail from Chase Bank stating that they closed the disputed case " as per my request ''. We immediately called Chase Bank because we didn't ask for the disputed case to be closed. Once again, they could not explain why this letter was issued since neither of us made such a call, but now we are seriously concerned with the way Chase handles their business transactions. To top it off, not only did I miss out on this trip, the money spent on both flights, but I also missed out on making money at work because I tried to call and tell my job I wasn't traveling to California but they already filled my position for this scheduled time off. 

So we havet4 issues outstanding : 1. The money was definitely taken out of the account, so what happened to the money? 
2. I lost out on my trip to California entirely because I could not afford to pay for an increase in fare to fly out the following day ( there were no more flights available for same day ). 
3. I am not only out the money I paid for this XXXX XXXX ticket but also a loss for the money spent on the return ticket with XXXX XXXX -- because how can I fly back from California if I can not even go to California on my outgoing ticket? 

I can supply documentation from the bank showing the transactions and whatever else is needed but I do not feel comfortable sending this information with this initial request. 

I look forward to receiving a response. 
~XXXX

Company response to consumer: Closed with explanation