Consumer complaint received 2020-08-14
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO. (NY)

On XX/XX/XXXX I purchased flight tickets for my family trip using my points from Chase Credit Card. During checkout I selected a higher ticket class for the first leg of the trip. Later on that day, I received an email from the airline stating that I had a booking for the lower class. That selection does not work for me and I contacted Chase to fix the issue. Before doing that, We went into Chase rewards on Chase App to duplicate the booking, to make sure the mistake was not on our end, and when selecting a higher class, the choice did not seem to reflect on price at a final checkout.The first Chase representative could not understand the issue and I asked for a supervisor. Once I started talking to a supervisor after a few minutes I became very concerned. Supervisor lied about him being located in the US, and continued on lying stating he was from Missouri. He stated that his name was XXXX XXXX work ID XXXX, which may or may not be the case. He wanted to cancel my reservation and rebook a new one, but mentioned that the flight that we selected for the leg back was not showing up and he would select a different flight. I flatly rejected that notion and told him not to change to a different flight and not make any changes without my implicit acceptance. From that point he became very confused, offering to change just the first leg of the booking, which would have left my family without tickets for the flight back. Later he started quoting two separate flight bookings and could not make sense of what he was actually doing. A asked for his supervisor but instead he informed me that he was a supervisor, I asked for his manager, reply was the same. After my 5th request and explaning that I feel he was incompetent, he put me on hold and after 10-15 minutes came back to inform me that his manager would call me the next day. That would take me out of the 24 hour cancellation window. I explained that to him and asked to speak to his manager at that time, and that point call turned into systematic, persistent, intentional torture. he would put me on another very long hold, come back and try to explain that he is " the boss '' and he can fix the issue. At that time I pretty much lost my composure, with few choice words, and asked for his direct supervisor or manager over 20 times. He put me on another hold, which lasted about an hour, called back from another line, and put me on hold again. My XXXX XXXX was up, hands shaking, but I had to go to bed, since it was past midnight. I was in bed still on hold, and by some miracle actually fell asleep, in my condition, when at XXXX XXXX  I was woken up by a call from the same person XXXX. I was not able to pick up the phone in time but more importantly was not able to fall asleep for the rest of the night. Chase 's supervisor XXXX decided to wake me up and leave me a voicemail, that he wanted to talk to me now, because tomorrow would be too late to change the reservation, which was not true, since he called after the 24 hour period for cancellation had expired. Chase tortured me for hours, called me after XXXX, causing me a sleepless night, and left me with improper reservation.