Consumer complaint received 2025-11-13 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: VA

Complaint narrative:
On XX/XX/XXXX, I booked an airline ticket through Chase Travel for {$2000.00}. On XX/XX/XXXX, I purchased a second ticket for a family member on the same itinerary ( XXXX XXXX XXXX XXXX XXXX XXXX ) for {$1100.00}. The trip was scheduled for XX/XX/XXXX. 

On XX/XX/XXXX, I was advised by my doctor not to travel due to XXXX  concerns related to XXXX XXXX XXXX at the destination. I am XXXX XXXX XXXX, and my physician provided written documentation stating it was not safe for me to travel. My XXXX mother, who was also scheduled to travel, was advised by her physician not to go due to XXXX risk. I contacted Chase Travel immediately to cancel. 

During my calls with Chase, I received conflicting and misleading information. One agent told me I would receive a travel credit valid for one year with no additional costs, and that I could still file a travel insurance claim for a full refund with proper medical documentation. However, this travel credit never appeared anywhere in my Chase Travel portal, so I can not verify or document it. I also later learned there is a {$130.00} fee to use the supposed credit, which was never disclosed. I do not want the credit because I can not travel before it expires due to my XXXX. 

The Chase Travel Insurance claims portal requires documentation that the trip was canceled and confirmation that no credits or vouchers were issued. The claims adjudicator also stated these documents were required. However, when I contacted Chase repeatedly, I was told they do not provide written confirmation of cancellation, even though these documents are mandatory to file a valid medical claim. As a result, my claimsubmitted on XXXX XXXXcannot be processed because Chase will not provide the required paperwork. 

Chase also charged me a {$260.00} cancellation fee without disclosure or explanation. I received no email confirmation or itemization of this fee. When I asked what the charge was for, the agent could not explain it, could not refund it, and appeared confused. Chase contacted the airline, and the airline could not even view the details of our ticket, leaving me without answers from either party. 

At this point, I have spent hours speaking with Chase representatives and attempting to comply with the insurance requirements. I still have no written cancellation confirmation, no documentation of travel credits or lack thereof, and no explanation for the {$260.00} fee. Chases lack of transparency, inconsistent information, and refusal to provide required documentation has prevented me from filing a valid medical claim for benefits that are clearly advertised as part of the credit card I used to book the trip. 

I am requesting CFPB assistance because Chase is not providing the documentation required to process a covered medical claim and has left me stuck between Chase, the airline, and the insurer with significant financial loss and no clarity or resolution.

Company response to consumer: Closed with monetary relief