Consumer complaint received 2020-04-28
Company: JPMORGAN CHASE & CO.
State: CA
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:
Beginning XXXX XXXX, 2020 I attempted to contact Chase Ultimate Rewards by XXXX to cancel a prepaid airline reservation made through them for air travel. After countless long wait times on contact attempts ... only to be disconnected or told that their system was down and they were unable to take cancellations verbally. No other mechanism had been implemented to secure a cancellation and online or Chase app was not operable either. Email sent were met with no real response or assistance of any kind. 

I eventually contacted JP Morgan Chase 's corporate office and was transferred to a live representative at XXXX XXXX XXXX XXXX to cancel the airline booking. The representative provided the " current '' terms of XXXX cancellations which was to be a full refund of the charge to my card and XXXX XXXX rewards to my account and my husband and I agreed verbally to those terms. The flights were cancelled. I was provided a case # XXXX and instructed that I was to call back this number when I received my Sapphire   replacement card to conclude our transaction. 

When I called back on XX/XX/XXXX to provide the new account number I was given another case # XXXX and while not clearly stated it appears that there was an error in XXXX 's statement for the cancellation terms. They now wanted to issue an XXXX  for me to use for alternate travel before XXXX/XXXX/20. This was not accepted by me so I was informed that an Escalation Team would investigate the matter and call me in 72 hours. 
This call was never forthcoming and despite numerous emails sent or calls to me assuring me that they were working on my matter ... nothing has transpired except further delays. The newly assigned case number is # XXXX. 

On XX/XX/XXXX I spoke to the Chase Executive Resolutions and provided my case # XXXX. I have received emails from this group indicating other refund offers that were grossly incorrect. i.e. 3 travels vs 2, statements that I completed my cancellation on line vs on the phone, that the airline XXXX would be with XXXX vs. XXXX ( the original airline provider ) ... I was redirected to Chase Sapphire Customer Service to open a XXXX dispute for the amount charged on my Sapphire card of {$760.00} for this transaction and they issued a provisional credit on XX/XX/XXXX. The traditional paperwork was not sent to me requesting I send all communication or support of my claim. I also was told initially that they would be handling the refund of the XXXX points to my Sapphire credit card as well. Subsequently I was told that to have the points reinstated would require me to contact Chase XXXX Rewards by XXXX, their third party provider. 

Once again I was on the phone and finally decided to reach out via email for assistance to key executives at both organization as it had become obvious that this was just a huge run around with no one taking accountability. Emails sent. 

I received a call from XXXX on XXXX and told that she was handling the new case and that she needed to wait 10 additional days to confirm that the credit card dispute was finalized. 

Yesterday I sent a new email requesting an update from the following individuals all included in that transmission. 

Executive Social Customer Care at XXXX XXXX XXXX XXXX, Managing Director Ultimate Reward at JP Morgan Chase in PA XXXX XXXX, Sr. Director,  Business Improvement at XXXX XXXX XXXX XXXX VP, XXXX Rewards and Loyalty Solutions, JP Morgan Chase XXXX XXXX XXXX XXXX CA Today I received an email as shown below : Dear Ms XXXX, I am writing to you in response to your multiple requests to both the travel center and Chase executives to have the points added to your account from your recently cancelled travel. 
Currently, your dispute is still not finalized as of yet. Before the points can be added to the account, the dispute investigation must be finalized and the provisional credit you have been granted must be made permanent. The entire dispute process can take up to 60 days. We thank you for your continued patience. 
We look forward to helping you with future travel plans. 
Thank you for choosing Chase Travel. 

Sincerely, XXXX XXXX Travel Consultant Supervisor Chase Travel I have lots of emails and a timeline with details if needed.

Company response to consumer: Closed with explanation