Consumer complaint received 2023-03-24
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. (NJ)

XX/XX/XXXX, I contacted Chase Bank travel department to make arrangements to book a flight from XXXXXXXX XXXX to XXXXXXXX XXXX, The reprke with " Mesentative that made the travel arrangements told me that I could " change '' the reservations within 24 hours if necessary. I took notes on our phone call as I had a problem with chase travel when booking a flight in XX/XX/XXXX. I spoOn XXXX  '' I realized later that same day that my relatives were returning on a day earlier than my flight was initially scheduled, I called back chase travel the next morning XX/XX/XXXX much earlier than the required 24 hours were set to expire. 
I explained my need to change the reservation to return on monday XX/XX/XXXX, instead of Tuesday XX/XX/XXXX to the representative who said his name XXXX  XXXX. 
XXXX  at that point told me that the reservation could only be canceled within 24 hours without a fee and that the 24 hour poilcy does not apply to changing to the existing reservation. I explained to XXXX  that this was not explained to me in my conversation I had with the representative I spoke with on Sunday XX/XX/XXXX. Due to the need to attend My sister 's funeral being held on XX/XX/XXXX, ( I can supply a copy of the Obituary ), I had little choice but except to pay an additional amount of {$170.00}. I requested to speak with a supervisor. I was transferred to XXXX XXXX.I explained the problem, XXXX said she would investigate the call by listening to it and call me back on Tuesday XX/XX/XXXX, XXXX finally called me back that Wednesday XX/XX/XXXX. I missed her call but immediately called back and got transferred to another supervisor by the name of XXXX. XXXX read the notes that XXXX had left in my file stating that XXXX told me the 24 hour policy only referred to cancellations and not flight changes. I explained to XXXX that I dissagreed with XXXX 's findings and requested to be conferenced in on my call with XXXX so that I could be satisfied with what my notes indicated, XXXX agreed that my request was reasonable and that she would call me back possibly that same day.XXXX  never called back. Finally on XX/XX/XXXX, I did a follow-up call and spoke with yet another different supervisor who said his name was XXXX. I yet again explained everything. I advised XXXX that a fair solution would be to credit my charge card for the additional {$170.00} since they will not allow me to listen to the call. XXXX said it is against Chase policy to allow customers to listen to a call of them speaking with customers. when I asked XXXX where I could review this poloicy on chase website, he couldn't or wouldn't provide me that information, neighter would he agree to email me information for my review of this policy. I then asked for the internal dispute/appeal process and he said There is no internal process that I can access to either listen to my recorded phone call or have my credit card credited back the additional funds of {$170.00}. This is not fair as It is chase respresentives word against mine. Why should I accept what they are telling me. THey are acting as judge and jury, They expect me tojust accept what they are telling me without any proof. my notes clearly indicate that I was not told about the change in reservations within 24 hours only applied to cancellations and not actual flight changes. 
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