Consumer complaint received 2025-10-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: JPMORGAN CHASE & CO.
State: WA

Complaint narrative:
Formal Complaint Against JPMorgan Chase for Fraudulent Use of Credit Card Points and Deceptive Practices by Chase Travel.

This complaint details a clear case of fraudulent conduct by Chase Travel, which devalued my Chase Ultimate Rewards points for its own profit, and the subsequent cover-up attempt by its customer service department involving lies and obstruction. 

Summary of the Issue : On XX/XX/2025, I redeemed Chase Ultimate Rewards points valued at XXXX Credit card Points ( equivalent {$160.00} ) for a XXXX queen beds hotel room with breakfast. Chase Travel then booked an inferior room for only {$110.00}, a king bed room without breakfast, failing to provide the service I paid for and effectively stealing my points ' value. When I attempted to resolve this, Chase 's " Escalation Department '' representatives lied to me, denied my call records, and tried to close the matter with an insulting offer worth {$25.00}.

Detailed Chronology of Events : The Booking : I used the Chase Travel portal to book a room at the XXXX XXXX in XXXX, OR, for the night of XX/XX/2025. I specifically selected and redeemed points for a " Two Queen Beds Room '' at a value of XXXX points. My booking reference is XXXX. 

Breach of Contract at Check-In : Upon arrival, the hotel informed me that the reservation made by Chase 's vendor was for a " One King Bed Room. '' As I was traveling with my family of XXXX, this was completely unacceptable and resulted in a ruined evening and an extremely uncomfortable sleeping arrangement. 

First Attempt to Resolve ( XX/XX/XXXX ) : I called Chase Travel immediately from the hotel. The agent was unhelpful, questioned the number of guests on the reservation ( which is irrelevant to the physical room type contracted ), and offered zero solutions. No attempt was made to contact the hotel, find an alternative room, or rebook us at another property. This failure to act directly caused my family 's hardship. 

3. Escalation Department 's Gross Misconduct ( XX/XX/XXXX ) My attempt to escalate the issue today, XX/XX/XXXX, was met with what I can only describe as bad faith and deception. The agent, who identified herself as XXXX ( ID # XXXX ), demonstrated a stunning lack of professionalism : She was entirely dismissive of my experience, resorting to repeating unhelpful platitudes. 

She falsely denied that I had called on XX/XX/XXXX, a fact I can prove with my phone records. 

She deliberately lied, stating there was no customer service email address I could use, despite a previous agent having already provided it to me. She also does not guarantee to follow up or provide feedback on this matter. 

She obstructed any path to resolution by refusing to transfer my call to a different agent or a supervisor. 

Finally, she made an insulting offer of XXXX " goodwill points, '' a value of roughly {$25.00}, which is a slap in the face compared to the magnitude of the service failure. 

Conclusion : This is not a simple customer service dispute. It is a case of Chase Travel systematically deceiving a loyal cardholder, skimming the value of their Ultimate Rewards points, and then deploying a customer service strategy based on denial, lies, and obstruction to silence complaints. This practice is deceptive, fraudulent, and an abuse of consumer trust based on their monoply power over the financial product of their credit card points. 

This is not a simple mistake. This is a cascade of failures, from breach of contract to negligent customer support, culminating in outright deception from your escalation team. Your error was compounded by your team 's unwillingness to help, and then further compounded by lies and obstruction. 

I am requesting the CFPB 's intervention to hold Chase accountable for these practices. I have evidence including my booking confirmation, the hotel receipt proving the price discrepancy, and my phone call log.

Company response to consumer: Closed with non-monetary relief