Consumer complaint received 2025-08-25 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: TX

Complaint narrative:
On XX/XX/XXXX, I booked travel using my Chase Sapphire, preferred credit card issued by Chase Bank on their Chase travel proprietary platform My booking was completed fully and confirmed in which I received a confirmation email when I got to the property which was XXXX XXXX XXXX in XXXXXXXX XXXX XXXXXXXX XXXX at midnight on XX/XX/XXXX. They could not find my reservation. I stood at the counter outside and XXXX heat while they showed me their screen proving that they had no reservations during this time I contacted Chase travel and Chase credit card customer service via phone and spoke to a woman for approximately XXXX hour who is not able to assist with the issue. 

It turns out that Chase travel did not actually make my reservation. They relied on a third-party booking agent to make this reservation. They would not allow me to contact the third-party booking agent and instead made a three-way call in which they could speak to the booking agent, but I could not they kept saying they have my booking and it was confirmed however, at the end of the day, I paid them to provide a reservation with the hotel in the hotel did not receive their reservation and again they showed me their screen, confirming it the hotel was very accepting and helpful During this situation. 

By this point it was XXXX or XXXX in the morning and we had still not been able to reach a resolution with Chase travel the hotel proposed that they placed a hold on my card for {$300.00} and we will figure it out the next day in which the hold would be dropped The next morning, I then called Chase travel back and spend a total of XXXX and a half hours on the phone with a representative while they essentially went through the same song and dance that they went through the morning of finally the hotel was able to get a hold of the third-party booking agent and get details of the booking from them at no help from Chase I had paid Chase over {$680.00} worth of cash in points and had had a terrible experience. I had XXXX room changes in a XXXX night stay as well as not receiving what I had booked because the hotel never got a reservation and did not have the room that I had Attempted to reserve On the phone, Chase travel mentioned that they would be giving me XXXX points which is in my opinion a minimal amount of points for the amount of time in distress. I had to go through for this booking that I made through this credit card company once I was then back from my trip. I contacted Chase travel again And explain the situation as well as my experience and they told me there was nothing else that they could do and were very disrespectful on the phone and even the escalation representative hung up on me She refused to give me the name names of anyone else that I spoke with or dates of conversations or notes She refuse to give me any other compensation, and even when I explain that this issue is because Chase travel utilize a third-party to fulfill their obligation, and that third-party did not deliver they still would not be providing any additional compensation

Company response to consumer: Closed with non-monetary relief