Consumer complaint received 2024-03-13
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. (UT)

Subject : Request for Investigation into Unresolved Dispute with Chase Regarding XXXX XXXX Flight Experience Dear Consumer Financial Protection Bureau ( CFPB ) Representative, I hope this letter finds you well. I am writing to bring to your attention a dispute I have encountered with Chase regarding my recent XXXX XXXX flight experience. Despite raising valid concerns about the quality of service received, Chase has declined to continue with the dispute resolution process, citing the fact that I had utilized the service so they can not even file a dispute for me. When I am filing the dispute for the quality of service. 
I am disputing the following : XX/XX/XXXX : XXXX + XXXX chase points & XX/XX/XXXX : XXXX for seats as they described on the phone. 
On XX/XX/XXXX, I booked a flight through Chase Travel for a journey from XXXX to XXXX via XXXX, with XXXX XXXX as the operating carrier. However, the flight experience was far from satisfactory, marked by a series of issues that significantly impacted my travel experience. 

XXXX. Forced Check-in of Carry-on : XXXX XXXX staff at the airport insisted on checking in my carry-on despite my request to retain it due to space constraints in my personal item. This forced check-in led to unnecessary hassle and discomfort during the flight. 

XXXX. Seating Misinformation : Despite paying a premium for specific seats with both aisle and window access, the actual seating arrangements did not match the description provided by XXXX XXXX. This discrepancy, coupled with the failure to honor my seat preferences, was highly disappointing and reflective of a breach of trust. 

XXXX. In-Flight Condition Issues : The flight itself was marred by several issues, including broken amenities such as armrests, cup holders, and trays. Additionally, the pillows provided were visibly dirty, and the soap dispenser in the lavatory was dysfunctional. The overall condition of the aircraft was substandard, leading to discomfort and dissatisfaction. 

XXXX. Misdirection at XXXX XXXX : Upon arrival at XXXX XXXX, I encountered further issues with XXXX XXXX representatives providing incorrect directions for baggage transfer. This misinformation resulted in wasted time and unnecessary stress during the layover. 

XXXX. Lack of Reminders on Restricted Items : XXXX XXXX failed to provide reminders about restricted items, leading to the unintentional inclusion of a power bank in my baggage. This oversight caused delays and complications upon arrival at XXXX XXXX, further adding to the inconvenience. 

XXXX. Baggage Delay and Authorization Request : My checked-in baggage was delayed upon arrival at XXXX XXXX XXXX and I subsequently received a request from XXXX XXXX XXXX XXXX the opening of my bag due to a restricted item. Despite promptly providing authorization, the process was fraught with delays and miscommunication. 

Despite my attempts to address these issues directly with XXXX XXXX and Chase, the response received has been unsatisfactory. Chase has declined to continue with the dispute resolution process, citing the fact that I utilized the service. However, I firmly believe that my concerns are valid and warrant further investigation. 

I kindly request the CFPB to intervene and conduct a thorough investigation into this matter. The issues outlined above highlight a pattern of poor service and disregard for consumer rights on the part of XXXX XXXX, and I urge the CFPB to hold them accountable for their actions. 

Thank you for your attention to this matter. I look forward to a prompt and comprehensive response from the CFPB. 

Sincerely, XXXX XXXX XXXX