Consumer complaint received 2026-04-13 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: ME

Complaint narrative:
On XX/XX/XXXX, my husband and I arrived at XXXX XXXX XXXX in XXXX, Maine for a two-night stay I had booked through the Chase XXXX portal using XXXX Chase Ultimate Rewards points ( equivalent to {$580.00} ) earned via my Chase Sapphire Reserve credit card. Upon arrival, the hotel informed us the reservation had been canceled the day after it was booked. My Chase XXXX account still showed the booking as active and confirmed. The Chase Trip ID is : XXXX I called Chase XXXX from the hotel lobby. After several hours of back and forth between two different representatives, I was instructed to book the room directly with the hotel at the full nightly rate and was told Chase would reimburse me as long as I used my Chase Sapphire Reserve Credit Card. I paid {$710.00} out of pocket. Chase eventually confirmed that the error was caused by someone on their end who canceled my booking in a third-party system ( XXXX ) that Chase uses to process certain reservations. The cancellation was never reflected in my Chase XXXX account, which continued to show the booking as confirmed. At the end of the trip, on XX/XX/XXXX, I emailed the hotel receipt to Chase XXXX per the instructions of XXXX of the representatives I spoke with on XX/XX/XXXX. I received an email on XX/XX/XXXX ( see attached ) where Chase agreed to reimburse me for the {$710.00} and asked me to share my mailing address, which I did on XX/XX/XXXX. Approximately one week later, Chase 's escalation team called to formally apologize, reiterated that a check would be issued within 2 to 3 weeks, and offered XXXX points for my inconvenience. Over the following weeks, I called Chase XXXX multiple times. Each representative told me the previous representatives had mishandled my case or given me incorrect information about how long the check would take, and submitted new internal tickets. It is now XX/XX/XXXX, more than three months since Chase confirmed in writing that they would reimburse me, and I have not received the check. I have called Chase more than six times regarding this matter. I have been transferred between representatives, escalation desks, and supervisors. Each call results in a new ticket submitted to a different internal department. Not a single person I have spoken with has the authority or ability to resolve this. On my most recent call ( XX/XX/XXXX, lasting 39 minutes ), I was told that yet another " priority request '' was being submitted to accounting to investigate what happened to my check. To be clear : this is not a dispute. Chase has acknowledged the error was entirely theirs. Chase confirmed in writing on XX/XX/XXXX that they would reimburse me. Over three months later, they have failed to do so and no one within their customer service structure appears empowered to ensure the check is issued. I am requesting immediate reimbursement of {$710.00} as Chase agreed to provide on XX/XX/XXXX.

Company response to consumer: Closed with non-monetary relief