Consumer complaint received 2021-04-21
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: JPMORGAN CHASE & CO. (TX)

On XX/XX/XXXX I booked a flight with a combination {$410.00} and XXXX points for my Husband and I through Chase Ultimate Rewards to go on our honeymoon to XXXX XXXX ( pages 1-4 of the attached document ). The original flight was on XXXX from XXXX to XXXX and then XXXX to XXXX on XX/XX/XXXX. On XX/XX/XXXX I received an email from Chase rewards that XXXX XXXX had made a change to the trip, with instructions to call the service desk ( pages 5-6 ). I called and was told the XXXX to XXXX portion of the trip was cancelled. We rebooked this to be XXXX to XXXX and to continue from XXXX to XXXX ( pages 7-11 ). On XX/XX/XXXX, the day after I got married, I logged on to Chase to retrieve my flight numbers. The top of the Chase Travel page for trip said XXXX, which was the final destination, but the XXXX to XXXX flights were not appearing, only XXXX to XXXX. I called the service desk to discover the agent on XX/XX/XXXX removed us from the XXXX to XXXX flight in error. I had not been refunded any money or points for the XXXX to XXXX portion of our trip and I was never notified from Chase that I had been removed. We would not have discovered we did not have the seats on the flight we paid for if I did not call Chase. Chase claimed responsibility and rebooked us on the same flight in economy seats. I asked for business class and was told by the agent those were the only seats available and I would get business or first class. I was also told I would hear from Chase within 24 hours and if I did not to call them. 25 hours later I did not receive any correspondence, so I called and told I was rebooked in economy ( page 12 ). When disputing that I was promised a business class ticket I was told they would have to listen to the tape, which would take 48 hours. The flight left in less than 24 hours and I was told there was nothing they could do. I then asked to be refunded my money and points once they discovered they made this promise to me. On XX/XX/XXXX I received an email from Chase stating they never promised me this, they will not refund me anything for my troubles, and noting they paid {$1200.00} per ticket to rebook us on the flight ( page 13 ). 
In XX/XX/XXXX I received a XXXX form with {$2400.00} of Other Income ( page 14 ). This amount is the exact amount of the repurchased flights times two, for both my Husband and I. I never received any points OR money back for original flight I purchased. Chase just had to repurchase the flights because we were removed due to their error. The use of travel rewards points does not constitute income to be reported to the IRS. Because I was never refunded any money or rewards points, the flights rebooked by Chase should be viewed as the original flight I spent my own points and money on. This does not constitute Other Income to me because I never received a refund on the original purchase. I would never have received a XXXX if Chase had not removed my husband and I from our flight and had to purchase new tickets. We would have redeemed our rewards points and gone on our flight as normal and never would have received a XXXX. 
I immediately called the XXXX Department to learn what this was about and the agent could not tell me. He was going through my bank statements claiming that payments to pay off my credit card each bill could be what it is for. I eventually discovered on my own that the amount was the amount of the repurchased tickets. I then submitted a request for this form to be corrected. I was told I would hear from them by mail and/or phone. On XX/XX/XXXX, I had not received any correspondence that Chase promised I would receive by mail and phone. I was forwarded to the FRD department and was told the review marked the form as valid and that I need to fax in all of my support so multiple departments i.e. Chase Ultimate Rewards, Tax Department, etc. can create a new dispute work together to correct this for me. I mailed, faxed, and sent my support via secure message on XX/XX/XXXX. I called and was told it was received on XX/XX/XXXX. I called again and was told it was forwarded to the XXXX Department on XX/XX/XXXX. On XX/XX/XXXX I received an email from Chase Travel stating the XXXX was correct because we were booked in business class seats ( pages 15-16 ). This is incorrect, and I have evidence from both Chase Travel ( page 12 economy seats highlighted ) and XXXX XXXX to prove it. I called immediately and the Chase Travel agent I spoke with agreed with me that I was in economy, not business class, and wasnt sure why I received this email from a Chase Travel Supervisor. I asked for them to notify the XXXX Department of this fact and I was told to instead talk to my tax consultant. I told them I am a CPA and do my own taxes, and that I didnt understand what I was to speak with a consultant on because Chase sent me the XXXX in error and Chase needs to fix it. I was forwarded on to two more supervisors who told me they could do nothing to help me and could not contact anyone outside of their department. 
On XX/XX/XXXX I called and there was no update. On XX/XX/XXXX I called and was told I had been emailed and the dispute was settled, though I received no correspondence from Chase and have no idea what the resolution is. I was then told by the FRD department that I never should have been speaking with them and I should have filed the dispute with the XXXX department. I told them I did in XX/XX/XXXX and was told I would be notified of their resolution and again never was, so I was sent to the FRD department. 
I have spent countless hours in XXXX, the day after I got married, to correct this error, as well as now. Each time I was told on numerous occasions would be contacted by Chase when the matter was resolved. Each time I have had to reach back out and re-explain the circumstances, because Chase never contacted me. There has been a complete lack of interdepartmental help throughout this entire process. I would be told countless times there was nothing an agent could do to help me because it was not their department. I was told I couldnt be connected to the department in question. There was no accountability or ownership of this issue by Chase, or any effort to resolve this issue for a loyal customer. To resolve this, I would like the XXXX form to be corrected to have {$0.00} of Other Income and mailed both to me and the IRS.