Consumer complaint received 2020-04-30
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: JPMORGAN CHASE & CO. (SC)

XX/XX/2020 - I booked two round trip flights through Chase Travel Rewards for a total of {$930.00}. 

XX/XX/2020 - XXXX XXXX canceled the outgoing flight of the roundtrip ticket. 

XX/XX/2020 Received an email from Chase Travel Consultant Supervisor that said, We have made multiple attempts but are still in the process of making contact with XXXX for the refund request for us to get a waiver to proceed with the cancellation and refund since your reservation is covered per airlines policy. Please expect an email update from us within 24 hours once we get response to the airline. 

XX/XX/2020 Called Chase to follow up on the request for a refund for the canceled roundtrip ticket since I have a legal right to a full refund. The Chase representative said they had to contact XXXX in order to get a waiver process my refund. 

XX/XX/2020 I received an email from Chase Ultimate Rewards that said : We have issued an airline credit for your flight. You are receiving this email as either your airline has cancelled your flight, or it was noted that you did not take your trip as scheduled because of the current situation related to COVID-19. No need to call us, we've got you covered. Your safety and peace of mind are of utmost importance to us, and we want to let you know we have issued an airline credit for your flight. All the details of your airline credit, such as traveler name, amount, and expiration date, will be emailed to you in a confirmation email that you will receive soon. 

XX/XX/2020 Even though I did not cancel my flight, the Airline did, I received an email from XXXX XXXX at Chase Ultimate Rewards that said : Thank you for contacting Chase Ultimate Rewards. We have cancelled your flight as requested. You hold a future travel credit for two passengers in the amount of XXXX USD per person. At the time of utilizing your credit, each passenger will be required to pay the airline change fee is waived, along with any difference in fare. A few other rules to keep in mind when you would like to utilize your credit : At least one leg of your flight must be on XXXX XXXX. To redeem your credit, you must book your travel by calling Chase Ultimate Rewards. Travel must be rebooked within the 760-day period. Credits are issued for each traveler and are non-transferable. 

XX/XX/2020 - Even though I did not cancel my flight, the Airline did, I received an email from XXXX XXXX at Chase Ultimate Rewards that said : We are reaching out regarding the cancellation form you submitted. Your trip has been cancelled per your request. We are sorry that you had to cancel your travel plans, and we apologize for the inconvenience. We reviewed your request and advocated on your behalf with XXXX. Although your booking was not refundable, we were able to secure a future travel credit that you can use to rebook your travel at a later date. This way you do not lose the value of the fare you have already paid. A few other rules to keep in mind when you would like to utilize your credit : Your travel credit is for 2 passengers in the amount of {$460.00} per person The airline change fee is {$00.00} per person If there is a difference in the new fare, you will be responsible for the difference. At least one leg of your flight must be on XXXX. To redeem your credit, you must book your travel by calling Chase Ultimate Rewards. Tickets being valid up to 760 days from the original ticket date. Credits are issued for each traveler and are non-transferable. 

XX/XX/XXXX I called Chase Travel in response to the two previous emails and was escalated to two supervisors. The first hung up. This call lasted 1h 40m until the call was terminated while I was on hold without resolving the issue. Again, I was told that Chase is waiting on a waiver from XXXX in order to process my refund but the issue was never resolved before the call was terminated while I was on hold. 

XX/XX/XXXX I called Chase Travel after my first call was terminated in the middle of reaching a resolution. On this call, the manager said that there is nothing Chase can do about refunding my ticket until they receive a waiver from the airline. I said per the U.S. Department of Transportation, a credit card refund was to be completed within seven business days of the request. It has now been over a month since the flight was canceled on XX/XX/XXXX and I made my first official request for a refund to Chase on XX/XX/XXXX. I also asked for a record of all my calls to Chase to which he responded that they have been having technical issues and he does not have access to this. He could only cite these two cases, but I believe I have made more calls that Chase does not have a record of.