Consumer complaint received 2025-01-25 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: TX

Complaint narrative:
XX/XX/year>2024 I booked my travel through Chase XXXX for the first time to stay at the XXXX XXXX XXXX XXXX, for 3 nights for XXXX guests for {$1600.00}. The only address provided is " XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, CA, XXXX, XXXX. '' Only purchase confirmation was sent to the email stating we purchased the stay. 

XX/XX/year>2024 Only got email reminding of the date the trip would be. I wanted to contact the hotel but there was no phone number to contact in the purchase email sent on XX/XX/year>2024. 

XX/XX/year>2024 Got to CA, and picked up the rental vehicle around XXXX. Wedding rehearsal is in 4 hours. Drove to the intersect of XXXX XXXX XXXX XXXX XXXX XXXX XXXX from the only address found on the email and purchased site from Chase XXXX in hopes of finding the stay nearby so everyone can change for the wedding rehearsal. Driving there took about an hour, then we got out at the only Inn in the area. Security guard told us we were in the wrong place since this inn is a temporary shelter. After talking with group we decided to rush to the rehearsal and figure out our stay along the way. Rehearsal took place at XXXX XXXX XXXX XXXX so we asked if there were open rooms. The father of the bride, we're from the groom, paid for the first night stay there, said to be around {$600.00}, then a member of our group paid for the rest of the stay at the XXXX, said to be {$970.00}. After rehearsal, everyone gathered for brunch, and after brunch I was able to slip away to call Chase about the hotel situation. They said they would look into it and they will either call me in at 3 days, but if they don't then we should contact them for an update. My fiance and I are part of the event so we barely had time to contact chase or look for the hotel further. 

XX/XX/year> We board the plane and get to XXXX, drove 4 hours to get home in XXXX. 

XX/XX/year> Monday, I had to get back to work and was not free to address the Hotel issues. 

XX/XX/year> After getting home from work I made a phone to Chase for an update and they said they weren't able to contact the hotel, and the refund is still being worked on. 

XX/XX/year> Called Chase XXXX XXXX again after work. The first time I was told that the hotel denied my refund request, even though I couldn't find nor contact it and never used their service. But this told me that Chase XXXX now have their contact. I also mentioned on the phone how we were told by a Chase XXXX XXXX customer service that the hotel claimed they sent me an email detailing how to get there, and other critical information regarding my stay. But I never got that email. 

XX/XX/year> Called Chase XXXX XXXX again after work. Agent said the hotel refuses to give a refund, and chase themselves will not be issuing me a refund, instead they want to offer me XXXX courtesy points, which is equivalent to {$150.00} if I would to convert it to currency through the Chase travel rewards system. I refused to accept the points as it felt like a bribe. They took {$1600.00} from my bank account and wants to pay me back only {$150.00}, that is frustrating to hear. And from this point I had no more patience. 

XX/XX/year> Calling again for any update, dreading that the answer hasn't change. And it hasn't changed. 

The amount of time and stress I spent over this issue of booking the hotel through my Chase Sapphire XXXX card, and trying to find the time to contact customer service after was extremely exhausting. With each phone call I was losing patience because nothing was getting done. I feel like I was scammed and Chase is not protecting me even though I never used the hotel 's service, I couldn't contact nor find them! That is why I had to record every conversation I had with Chase for my protection.

Company response to consumer: Closed with monetary relief