Consumer complaint received 2024-03-04
Product: Credit 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. (FL)

I had booked a flight through XXXX back on the XXXX of XXXX to go to XXXX XXXX because the tickets were so cheap, only around {$210.00} for a round trip flight. I have a chase sapphire credit card and XXXX is a partner with Chase so I booked the flight through my points. I had transferred over XXXX points that day ( they do immediate point transfer and my points were XXXX plus a bonus 25 % ) and booked my flight. I even had to pay an extra {$9.00} that my points didnt cover and so I checked my Chase app to see if the transaction for the {$9.00} went through and it did, I received a confirmation code for my flight, my seat number and everything you would see if you booked a flight ( I have a screenshot ) as Ive traveled of planes plenty on times in my life. Fast forward to the day Im leaving for my trip I go to check into my flight and my confirmation code is not working. I immediately call XXXX and they inform me that I do not have a ticket!!! I said how is this possible when I bought my ticket over a month ago. They then informed me that the ticket never ticketed ( never knew that was a thing or something that customers need to be aware of or how we would even know if a ticket didnt ticket? ) so they refunded my points into my XXXX account. I never once received an email or any sort of notification that they didnt ticket my ticket and refunded my points. I asked them why the ticket didnt ticket and they couldnt give me a reason. I then said I never received a single notification for this and they were very nonchalant and said I shouldve received an email but I never did, not a text or anything!! They informed me they could SEE my transactions of when I bought my ticket. So I asked if they could just book me another ticket for the price that I had originally paid for the ticket since this is so far beyond my fault and that this was clearly an issue on their end and they informed me they could not and that the tickets were {$730.00} now!!!! My flight was leaving in XXXX hours I was about to leave for the airport when all of this was happening. I fought and fought my way through XXXX different people at XXXX all informing me there was nothing they could do. They didnt offer a single thing, not even a free bag or anything to make up for their mistake. I had everything already booked for my trip so I couldnt not go or Id lose out on even more money. I went ahead and booked the ticket and told them Id be fighting for this because it is so unfair that a CUSTOMER must pay an extra {$470.00} ( keeping in mind thats a lot of money for a customer but not for a massive corporation like XXXX ) for a ticket that I had already booked and received confirmation for over a month ago bc of an issue that was on their end and failed to inform me because obviously if I got an email that my ticket didnt go through I wouldve rebooked another one immediately and the fact that they could see the whole transaction process is proof right to their faces that I had purchased this ticket. I have now fought this transaction with chase. Im only asking for the refund for the extra {$470.00} I had to pay for the ticket and not a return of my points I used to pay for the original ticket as I believe that is fair. Chase said they would dispute it and removed the charge. Now a month later I see the charge back on my credit statement and it says the dispute was declined by XXXX. So here I am fighting this once again as I believe this is such an unfair transaction.