Consumer complaint received 2025-12-24 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: FL

Complaint narrative:
Complaint Against Chase Travel To Whom It May Concern : I am submitting a formal complaint regarding Chase Travels handling of my hotel reservation cancellation. I believe their actions were unfair and inconsistent with CFPB principles of transparency, good-faith dealing, and protection against unfair, deceptive, or abusive practices ( UDAAP ). 
XXXX and XXXX XXXX 2025 has been a medically challenging year for me. I XXXX  XXXX XXXX XXXX XXXX  ( XX/XX/year>, and XX/XX/year> ) for atrial flutter and atrial fibrillation, with the second procedure requiring extensive recovery. 
On XX/XX/year>, I booked a three-night stay at the XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX for XX/XX/year> for a XXXX wedding anniversary trip with my wife. Chase Travels cancellation deadline was XX/XX/XXXX. Unfortunately, due to health and personal circumstances, I called Chase Travel on XX/XX/XXXX at XXXX XXXX  to cancel. 
XXXX of Events XX/XX/XXXX : I informed Chase Travel I would not use the reservation and requested cancellation. The representative said they would contact the hotel and update me within XXXX hours. 
XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX : I followed up repeatedly. On XX/XX/XXXX, Chase stated that the cancellation was denied and advised me to file an insurance claim. 
XX/XX/XXXX Claim filed with XXXX  XXXX XXXX I filed the claim and provided a doctors letter from XX/XX/XXXX. The claim was denied because the letter did not explicitly restrict travel, and I need a Proof of Cancellation. Since nobody at Chase Travel ever cancelled this hotel stay, proof of cancellation doesnt exist. 
XX/XX/XXXX and final call on XX/XX/XXXX : I contacted Chase again and was told there was no value associated with my trip. This was shocking and extremely disappointing given my proactive communication and medical circumstances. 
Key Consumer Protection Concerns Unfair Practice : CFPB guidance states that rigid fee policies applied without considering extenuating circumstances may constitute unfair or abusive practices.

Good-Faith Obligation : CFPB emphasizes transparency and responsiveness. Despite clear instructions to cancel, Chase failed to act and later claimed the reservation was never canceled. 
Customer Harm : I spent significant time and effort trying to resolve this matter, only to lose all my reward points and be told there was no value left. This entire situation has caused a lot of stress and has negatively impacted my overall mental health. 
Financial Impact and Requested Resolution Currently, I am out XXXX Chase reward points and have nothing to show for this cancelled trip. I accept responsibility for missing the cancellation deadline and forfeiting XXXX nights. However, Chases failure to cancel promptly resulted in a penalty for the third nightapproximately {$340.00}. At minimum, I request reimbursement or credit for this amount. Ideally, given my health situation and timely communication, the penalty should have been waived entirely. 
Conclusion Chase Travels handling of this matter appears inconsistent with CFPB principles of fair treatment and good-faith dealing. I respectfully request the Bureaus assistance to secure appropriate compensation and ensure accountability. 
Thank you for your attention. I have attached supporting documentation, including case details, medical records, and correspondence. 

Sincerely,

Company response to consumer: Closed with non-monetary relief