Consumer complaint received 2015-09-16
Company: JPMORGAN CHASE & CO.
State: NY
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
I contacted Chase to inform them that I disputed the charge for the XXXX in XXXX. Because my friend and I had been given only one key for our room the night before, I called the front desk to learn if I could remain a second day in the same room. The man at the desk put me on hold while he checked with the front desk manager, he told me. When he came back to the line, he said that my room " was taken care of. '' I assumed that meant that the hotel was offering it to me gratis for the problems of the previous night with the room key, so I planned to stay the second day. ( The key is needed to operate the elevator and electricity in the room as well as the door. ) There were additional problems when the telephone in the room later that day when the telephone stopped working. The room charge was $ XXXX/night. 

In emails with the general manager of the hotel, I was given only {$100.00} credit for the key problem. ( He claimed that the telephone was working although several members of the hotel staff knew otherwise, and a friend who tried to call me were told the phone was told my phone was not working. ) I thought he should keep the promise and give me a night gratis. If I had not been offered the second night for free, I would not have remained at the hotel, as I called in the early afternoon and I could have checked out without incurring the additional charge. 

I called Chase and told the story to the telephone rep requesting one night free. The Chase rep, however, suggested that I should ask for both nights free and promised to advocate on my behalf. She said she would be getting back to me for more information. I told her I had several emails with the general manager, which she asked me to save. 

I was very disappointed to receive a letter from Chase a few days later denying my claim. No one contacted me as I was promised to ask for evidence or if I might accept a refund for the single night which I had tried to request. I would have to be satisfied with the {$100.00} I had been given. 

I called and spoke to a supervisor but was told that there was nothing I could do. The decision was final, because of some law they sited. The reason is because a telephone, which was not really relevant to the hotel 's promise of the free room ( it was the missing door key the night before ), apparently the telephone is seen as a luxury. Lacking a room phone, therefore, and is not seen as a reason for a refund. I argued and argued, but nothing can be done. I have stayed at hotels all around the world. The rooms always have a telephone. When mine did not work, I did not stay in the hotel that night. After I finished my very late dinner, I stayed with a friend who lived nearby, saving the hotel some money for the early check out. 

But my issue is with Chase. Perhaps if the rep had not suggested I asked for two nights free ( {$400.00} ), I would have been given the one night free, as I had been promised. I have discussed this issue now twice with a Chase supervisor to no avail. 

I have searched for the letter from Chase denying the claim in my email but I believe it has expired and I no longer have access to the letter. I will try to locate it in my Downloads file on my computer. When I locate it I will contact you to attach.

Company response to consumer: Closed with explanation