Consumer complaint received 2025-01-09 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: MA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX was booked via Chase Sapphire for a XXXX XXXX starting on XXXX to XXXX for a party of two ( Trip ID : XXXX ). The hotel room description when booking read it would be " Double Room, Garden View ( L ), 1 2 Double or 1 King bed. '' - on XXXX I phoned Chase to indicate the description of the room does not match what I got. The view was of broken concrete, chain link barbed wire fence ( no garden in site ). The Chase representative acknowledged my complaint & phoned the hotel. The hotel representative I'm told by Chase responded saying the room is a " standard '' - no garden view. The Chase representative advised that I speak with an onsite hotel XXXX XXXX XXXX given the hotel description is not matching what was received. 
- On XXXX I went to the front desk & asked to speak with a manager to formally complain about the room I was given. XXXX ( the worker at the front desk ) declined my request & said she is the Night Supervisor. I pointed out the room issues, however, she was not acknowledging what I was saying & kept saying the room is " standard. '' When I asked for a definition of what she meant by " standard '' she was not providing clarity. XXXX indicated that the booking was done via Chase who uses XXXX & the descriptions aren't always correct. I voiced to her that my husband & I are on our honeymoon & this is not right. At that point she agreed to show me 2 hotel room options both were the same design layout as the room I was staying in. However, one had a garden view. 
-On XXXX XXXX agreed to do a room switch. She requested I show her marriage certificate -- I did on my phone. I consented to the change of room. She had me sign & date a contract indicating the lateral room change. The body of the contract asks that a reasoning be provided, she indicated that is for the hotel to fill in. In addition, in order for the room change to happen I needed to email the hotel copy of the marriage certificate ( even though I had shown said document to her via my cell phone ). I asked that she provide me a copy of the contract I signed & dated so I can have a copy for my records. She vehemently declined & said that is for the hotel solely. I pointed out to her I'm not asking for the original but a copy as this is a contract I wish to see the reasoning that was written in for the room change. She declined & merely sent me an email indicating they were in receipt of my marriage certificate. 
- XXXX I voiced to Chase the contract I was made to sign & the identity theft ( taking a copy of my marriage certificate despite seeing it in person ) & not providing a copy of signed forms. 
XXXX to XXXX I voiced to Chase the late-night disruptions outside the hotel room in addition to the leaking ceiling outside my room. I cited the danger the leakage posed to myself, my XXXX, my husband & the overall stress the hotel brought upon me. The representative acknowledged my complaints & said I may change hotels. 
-The morning of XXXX I checked out of hotel XXXX XXXX. I told the front desk I'm leaving because of the deception in the initial room description, noise disturbance from late night drunken guests ( which violated the hotels posted policy of there is to be no noise after XXXX ), & the leaking ceiling outside the room. They said I'd have to take the matter up with Chase given that is who I had booked through. 
- XXXX Chase representative XXXX XXXX ) I informed of the new hotel I had checked into & asked for the status of my complaint. He indicated XXXX XXXX is not agreeing to award the reimbursement. I asked if he could provide the reason for the denial. He was not able to say the reason behind the determination. I pointed out to him I had done the booking through Chase XXXX XXXX XXXX has indicated it is Chase that is to repay me ; thus, why is Chase not doing so given the circumstances. XXXX responded saying Chase as a one-time courtesy would give me XXXX points ( {$100.00} ). I pointed out {$100.00} is nothing given what I was subjected to. Given my decline I was told Chase XXXX XXXX would re-review the matter & get back to me. I was asked to email XXXX and XXXX a write-up of why I feel I'm entitled to a XXXX reimbursement ( the nights not spent at XXXX XXXX but were still charged ). I complied but never received an update. 
- XXXX I had spoken with Chase & was told a 3rd party ( XXXX  XXXX XXXX ) would be looking into the matter to form a determination. Reference Number : XXXX was provided. I did receive an acknowledgment email from XXXX. Within the email is a hyperlink which takes you to the acknowledgement letter. The body of the letter says to XXXX if there are any questions. I phoned said number to pose inquiries however when phoning that number, I'm transferred back & forth between the Claims & Benefits departments. None of which are assistive given Claims says I'm to speak with Benefits & vice versa. 
XXXX I sent my questions to XXXX but have not received a response. 
XXXX I phoned Chase & still got transferred back & forth between Claims & Benefits. This matter is nearing 1 month. 

*** I have phone records indicating my calls to Chase, emails sent & received from Chase, XXXX email response to receiving my marriage certificate, video recording of the ceiling leakage outside the 2nd room, & photos of the view from the 1st room I was booked into.

*** In total there should be 9 documents uploaded to this formal filing.

Company response to consumer: Closed with monetary relief