Consumer complaint received 2021-12-16
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:
Hello, On XX/XX/XXXX I purchased 2 tickets for a flight to XXXX from XXXX departing on XX/XX/XXXX and returning to XXXX on XX/XX/XXXX Departing from XXXX XXXX through the Chase Bank Ultimate Rewards travel website. The cost was {$600.00} per person, totaling {$1200.00}. I paid {$1000.00} using my Chase Sapphire Reserve XXXX ending in XXXX and I used 8,640 of my Chase Ultimate Rewards points to cover the remaining balance of {$120.00}. A few months later I received notification that one of the connecting flights had been cancelled and that I needed to contact Chase travel to setup another flight. So on XX/XX/XXXX I was able to schedule another connecting flight through Chase travel, to replace the one that was cancelled, no problem. Then I received another notification a month later ( not sure of the exact date ) stating that one of my flights had been cancelled and to contact Chase Travel. So I contacted Chase Travel again and this time the rep said she wasn't able to book another flight that would work with my dates and not cost more, so she called the airline, XXXX XXXX, and they setup a new flight for me. Before I got off the phone with the Chase Travel rep, she informed me that now my flight is being handled by the airline, XXXX, and if any further changes happened, that I needed to contact XXXX. So, about a month later, XXXX XXXX contacts me to inform me that one of my flights was cancelled. At this point I contacted XXXX XXXX and cancelled all remaining flights for this itinerary. They cancelled everything on XX/XX/XXXX. After 2 months of waiting for a refund, I contacted XXXX and was informed that my refund was completed on XX/XX/XXXX. I informed them that I hadn't received it and they advised me to contact Chase, since the booking was originally done through them. So, I contacted Chase travel ( Sometime in XXXX, I'm sorry, but I can't remember the exact date ) and I told them my situation and the representative basically didn't want to help me. She kept repeating that I have to contact XXXX about the refund because the booking was transferred over to them and that she couldn't help me. I informed her that I already spoke with them and they said they processed the refund and I still haven't received it, but she kept telling me to call XXXX XXXX. I contacted XXXX, again, on XX/XX/XXXX and ended up speaking with a manager there who informed me that the refund for 2 tickets at {$600.00} was processed on XX/XX/XXXX to a XXXX ending in XXXX. They refunded 2 tickets for {$600.00} each on XX/XX/XXXX to a XXXX ending in XXXX. The problem with this is that I do not have, nor have I ever, had a XXXX ending in XXXX. These tickets were charged to my Chase Sapphire Reserve XXXX ending in XXXX. So who's credit card were these refunded to? The manager for XXXX stated that since I booked my flight through a travel agency, most likely, the Chase travel agency used their credit card to pay XXXX. He thinks that the XXXX ending in XXXX, where my refund was sent to, is the Chase Travel agency credit card. I called Chase again after this and got the same response as the last time... call XXXX. I am sorry, but I am done calling Chase. I will never book a flight with them again. All I want is my money back. I have attached screenshots of XXXX showing the dates that the tickets were refunded and a screenshot of part of the conversation that I had with a manager from XXXX. I also attached the original confirmation email from when I first made the purchase. Thank you for any assistance you can provide.

Company response to consumer: Closed with monetary relief