Consumer complaint received 2023-01-06
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. (CA)

This email is in reference to Trip ID XXXX. 

Unfortunately, I had one of the most unpleasant experiences I have ever had with Chases customer service team. I am owed a full refund of XXXX points and {$1500.00} by credit because Chase agents lied to me in saying that, when they canceled my flight, it would be fully refundable. I would never have authorized a cancelation if it were not fully refundable. The summary and timeline are below. 

Attached, you can find the proof that I was supposed to receive a full refund from Chase due to the cancelation of my flight. There are a total of 5 attachments. 

Summary Unfortunately, I have been lied to by Chase. I was told I would receive a full refund when I requested a cancellation of the flight so that I could rebook the flight. This is the only reason why I authorized the cancelation. I never would have canceled the flight if I were not given a full refund. 

I have been thrown around multiple phone calls lasting 5+ hours. Everybody except XXXX has forced me to restate everything that happened with them, and then declined my understanding of events. They have told me that what I was saying was not possible, even when I provided them with proof ( documentation indicating that XXXX noted on my file canceled per the AL, still within void window for them and refunding ). It was to the point where I was crying over the phone. 

I am now in a position where I can not trust that I will receive my refund due to the lack of communication on your team, the lack of good note and record keeping, and the fact that I have been lied to by multiple representatives. I was told I would receive a full refund when I canceled the flight. I have not received it. 

We eventually went ahead and booked our new flights outside of Chases portal, without yet receiving a refund from Chase. Our new flights were {$300.00} more expensive per passenger than yesterday, so we ended up paying {$600.00} more than we wanted to, because of Chases deceit, miscommunications, and horrible customer service. 

I am here emailing you today because I have never been so disappointed and hurt by the handling of an issue and will be reporting this issue to the Consumer Financial Protection Bureau. I would greatly appreciate that I receive my refund plus compensation for all that I had to deal with ASAP. 

I would also like to note, for fun, that these flights are for my wedding. XXXX 


XXXX XXXX, I tried to access Chases portal to cancel my flight within the 24hour cancellation period ( on XX/XX/XXXX ) but for some reason, could not. I only realized this cancellation did not go through when I received an email from Chase XXXX indicating that my " flight schedule has changed on XXXX XXXX XXXX XXXX XXXX 

Second, I called Chase at XXXX after receiving the email asking whether my cancellation went through. I indicated that I need to cancel this flight for a full refund because I need to rebook the flight to arrive in XXXX on a different day and depart from XXXX ( my current flight arrived in XXXX and departed from XXXX ). The lady on the phone put me on hold to speak with XXXX and came back to me and confirmed that the refund was possible. She just needed to forward me to an internal specialist to handle the matter on their end since there was an error on Chases system that would not allow the cancellation and refund to go through. However, I had a meeting beginning at XXXX so I asked her if I could call back. She said yes, just make sure you request an internal specialist. She noted that my file was updated with all of the notes. The call lasted 24 minutes. 

I then called Chase back at XXXX after my meeting. I went through the same strokes because, apparently, the lady was not appraised of any notes on my file. Finally, though, she transferred me to an internal specialist. I noted that I spoke with a lady before who spoke to XXXX and got me a full refund for the flight so I can rebook. I was assured by the internal specialist, XXXX XXXX, that this is possible and the flight would be fully refundable. XXXX knew, like the other two ladies I spoke to, that I intended to rebook this flight and that I would not cancel it if I could not receive a full refund. However, when he said the cancellation was complete, I noticed that none of my points were immediately transferred, and he told me that the refund would take 1-2 billing cycles. This was unacceptable for me because my points were worth {$1800.00} for travel and I wanted to use them again on this flight. Additionally, flights were going to get more expensive and I did not want to lose the flights I saw in front of me. I expressed my concern about this and XXXX told me theres nothing he could do at this point but that there is an error in the system, the points could refresh by end of day, that he gets off at XXXX XXXX, and he will check back in with me to make sure the points are transferred. He also told me he filed a complaint with the accounting department to get this refunded. The call lasted 54 minutes. I did not receive any call from XXXX by end of day. 

I called Chase again at XXXX and nobody was appraised of anything that just happened. In fact, they told me that the cancellation is nonrefundable and that I was not to be issued a refund at all. I spent 1 hour and 42 minutes on the phone and nobody was aware of any notes on my file or any refund. I notified them that I have XXXX emails, but they would not even accept that. It took nearly 1 hour just to get Chases employees to accept the idea of reviewing the email documentation I had from XXXX XXXXy. 

After no avail, I called again at XXXX This phone call lasted 1 hour and 32 minutes. The same thing as above happened. No record of refund, no record of cancellation, but once the lady finally opened up to the idea of viewing my documentation from XXXX, she confirmed that this is true. She confirmed the flight was canceled and Im to be issued a full refund. The next step, for her, was to call XXXX and arrange the refund immediately, but when she tried calling, XXXX was closed because it was past XXXX She advised me to call back in the morning so that the next specialist can call XXXX. I requested proof from her that these notes are on my file and she sent me that documentation. It is attached. She then hung up on me. 

I called Chase today, XXXX XXXX XXXX XXXX This call lasted 1 hour and 34 minutes. The same thing happened where nobody knew about any refund Im owed. I went through all the same strokes again. This time, absolutely nobody would budge. They only told me that the system says it was canceled outside the void window and is thus non-refundable. They did inform me that I could change the flight, however, so I agreed because that is ultimately what I wanted. I had the flight in front of me that I wanted, which totaled {$1600.00} per person. This was {$300.00} more expensive per person than it was yesterday. Nonetheless, I was okay with it. The agent said that he could not see this flight and that the flights for new bookings are not the same as change flights, so I would have to pay at least a {$400.00} fee. This was a non-starter for me. 

I called XXXX afterwards and they said theres nothing they can do on their part ( even changing the flight ) because the flight tickets had not been issued by Chase and they have not received any payment from Chase. 

At XXXX XXXX called me. The phone called lasted 11 minutes. He reassured me that the flight is fully refundable, but that it takes 1-2 billing cycles. He confirmed that there are a lot of misunderstandings and miscommunications in their department. I asked him for a guarantee and he said he could not provide that, but that he would keep checking in with me. He will be working with his accounting department to get this figured out. 

All of the call recordings are there to verify this.