Consumer complaint received 2025-03-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: JPMORGAN CHASE & CO.
State: CA

Complaint narrative:
I am writing to formally lodge a complaint regarding my recent experience with Chase Travel, its customer service representatives, the dispute center staff, and the travel specialist handling my case. My concerns arise from significant mismanagement, lack of transparency, and financial loss incurred in connection with a round-trip ticket purchase and subsequent cancellation. 
On XX/XX/year>, I purchased a round-trip ticket from XXXX XXXX XXXX XXXX, XXXX, XXXX Chase Travel at a total cost of {$1500.00}, redeeming XXXX points and paying {$4.00} out of pocket. As each point was valued at XXXX cents through the Chase Travel program, the total redemption amount reflects a substantial investment. 
I initially departed from XXXX XXXX to XXXX in XXXX. However, in XXXX, due to a family emergency, I sought to modify my return flight. Upon contacting the airline, I was informed that I could not make changes directly and was instead required to coordinate through Chase. This restriction severely limited my ability to resolve the matter efficiently. 
Despite repeated attempts to obtain assistance from Chases travel specialists, I encountered undue delays and unqualified support. The first two representatives I spoke with failed to provide any meaningful resolution, resulting in wasted time and increased frustration. It was only after escalating the matter to a manager that any substantive review occurred. However, the manager indicated that she first needed to review the contract before engaging with the airline, further prolonging the process.

When I was finally contacted one week later, it was at an inconvenient hour in my local time zone. Additionally, the representative demonstrated a complete lack of knowledge regarding the Chase Travel package, and the dispute center staff were equally uninformed. This level of incompetence was unacceptable and prevented me from making informed decisions.

At no point was I adequately advised that canceling my return ticket would result in a disproportionate financial loss. Had I been given proper guidance, I would not have proceeded with the cancellation. A reasonable and responsible customer service representative should have clearly outlined the financial implications before allowing the cancellation to proceed. The failure to do so reflects a serious deficiency in Chases customer service protocols. 
Furthermore, during my interactions with Chase customer service, the dispute department, and other relevant divisions, it became evident that there was a lack of internal oversight and coordination. The fact that Chase had no meaningful control over its own travel dispute process further compounded the issue and resulted in significant inconvenience and financial harm.

In light of these circumstances, I formally request : 1 A full internal review of Chases travel dispute resolution process, including an evaluation of its customer service practices and oversight mechanisms.

2 A refund for the unfairly charged amount resulting from the cancellation, given the lack of proper advisement and procedural deficiencies in handling my case.

3 It is very difficult to file a complaint or provide feedback due to the character limit.

Company response to consumer: Closed with non-monetary relief