Consumer complaint received 2026-05-29 00:00:00
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.
State: TN

Complaint narrative:
On XX/XX/year>, I purchased 4 international airline tickets from XXXX XXXX totaling {$4800.00} for travel from XXXX, NC ( XXXX ) to XXXX, XXXX ( XXXX ) on XX/XX/year>. The booking ( Reference XXXX ) included confirmed seat assignments on the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) the only row where infant bassinets can be attached for travel with a XXXXXXXX XXXX XXXX and XXXX XXXX. On XX/XX/year> at the XXXX gate, XXXX reassigned my family to non-bassinet seats in row XXXX without prior notification. The gate agent stated another passenger had bid higher for our confirmed seats via XXXXXXXX XXXX upgrade bidding system. After significant distress and escalation, a single bassinet seat was found but my family was separated for the entire 14-hour overnight flight. Additionally, flight XXXX departed 2 hours 15 minutes late and connecting flight XXXX was delayed 9 hours, stranding my family with a XXXX XXXX in XXXX XXXX airport for nearly a full day. On XX/XX/year>, in response to my US DOT complaint ( Case XXXX ), XXXX provided a formal letter stating " expectations were not met '' their own written admission of service failure. However, no compensation was offered. On XX/XX/year>, I filed a dispute with Chase ( Claim ID XXXX ) for 4 transactions totaling {$4800.00}. On XX/XX/year>, Chase ruled in favor of the merchant based on the statement : " you either received the services or the merchant made them available. '' Chase 's decision is based on a flawed merchant response containing significant inconsistencies. XXXX XXXXXXXX written narrative summary submitted to Chase states the booking was " made on XXXX XX/XX/year> for passenger to travel from New York to XXXX on XXXX XX/XX/year> '' for " {$790.00}. '' However, the ticket images XXXX attached to the same response correctly show my actual booking : XXXX to XXXX, booked XX/XX/year>, totaling {$4800.00}. This contradiction demonstrates XXXX submitted templated boilerplate text without preparing a substantive response to my specific dispute. When I called Chase on XX/XX/year> to appeal, the agent named " XXXX '' stated " you did consume the service, you did fly '' and refused to reopen the dispute. This position fundamentally misunderstands the nature of the dispute. I am not disputing that aircraft transported my family. I am disputing that specific contracted accommodations ( confirmed bassinet seats for an XXXX, family seated together ) were commercially resold by the merchant to other passengers, resulting in a substantially different service than what was paid for. The agent then offered {$250.00} as a " goodwill '' credit, which does not address the dispute on a {$4800.00} purchase. Chase accepted a merchant response that contradicts its own attached evidence, that does not address the specific service failures ( bassinet reassignment, family separation, 11+ hour delays ), and that ignores the merchant 's own formal written admission to a federal regulator that expectations were not met. Chase failed to properly review the merchant 's response before ruling against a 5-year customer with multiple accounts and significant annual spend.

Company response to consumer: Closed with explanation