Consumer complaint received 2025-07-02 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Add-on products and services
Company: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I had purchased a ticket online using my Chase credit card on XX/XX/XXXX for the amount of {$2700.00} from XXXX. This was for XXXX passengers ( my son and I ) About XXXX weeks before the trip, i found out that my son was not doing well ( medical ) and i was advised that he might have to be hospitalized. I called chase to explain to them the situation which was told to contact the vender and they will be able to help further. I contacted the vender but they refuse to reimburse my money. They however stated that i could reschedule on another date. I couldn't because i did not know what i was up against. 
This illness was new and sudden and advised them i can not tell them which date because this was all shocking and unfortunately new to me. They then stated then that i will loose my ticket. I called chase and explained to them that i could not settle with the vender that i will have to use my benefit. The agent assured me that he was going to handle it including issuing me a credit while they work on it. 

I later found out about XXXX weeks later when they sent me a notification that the purchase was valid and that they will be returning the money back to the vender. Instead of filing with benefit they opened a dispute. 
By the time i could get someone who actually knew what they were doing, another 2 months had passed. I had managers yell at me, customer service rep. hang up on me, promised return phone call that was never execute. 

When someone was finally able to help i was told that Chase was in the process of changing benefit administrator and they didn't know when they could open a claim for me. I kept calling. Then we went through the cycle of " you were covered under the old benefit provider to no you need to go to the new benefit provider ''. This took a month or 2. It was finally determined that it was new Chase benefit provider ( XXXX XXXXXXXX ) that i would file the claim. 
The claim was finally opened by a representative with XXXX XXXXXXXX ( XX/XX/XXXX ) because i could not even file a claim because there was still issues on the part of Chase merging accounts and switching to the new benefit provider. I provided everything that they asked for including a letter from the doctor, bank statement regarding charges, itinerary and other statements they asked of me. I kept getting the run around from XXXX until now. Card benefit services kept telling me they are backlogged, promised a call back in 3 days, nobody would call back, they hung up on me multiple times, denied my claim once stating that Chase had reimbursed me and that is when i provided the letter that Chase had initially opened the wrong claim. Card benefit services ( XXXX XXXXXXXX ) then reopened the case. Then it took another 5 months with the same hanging up the phone, telling me they were backed up, that i could not speak to an adjuster, that they case was pending an adjuster, telling me that i could not speak with a manager because not was available, that they will call me back in 3 days ( nobody called back ) only to be denied again on the secondary review stating that " i voluntarily surrendered my ticket '' XX/XX/XXXX. When i called back and asked them what do they mean, the representative told me that she could not reach a manager that one will call me in 3 days to begin the run around again. Chase card benefit services keep finding excuses to not pay my entitled benefit. It been almost 8 months with the back and forth.

Company response to consumer: Closed with explanation