Consumer complaint received 2024-07-07 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: NC

Complaint narrative:
XXXX Case Number : XXXX Member Case Number : XXXX I am writing to dispute charges and request refunds for both XXXX and XXXX XXXXXXXX due to XXXX XXXX XXXX mismanagement. The disputed charge on my Chase Sapphire XXXX credit card occurred on XX/XX/year> for round-trip flights from XXXX ( XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX, totaling {$420.00}. The booking order ID is XXXX, and the travelers were myself and a companion. The flights included XXXX on XX/XX/year> from XXXX to XXXX, XXXX on XX/XX/year> from XXXX to XXXX, XXXX on XX/XX/year> from XXXX to XXXX, and XXXX on XX/XX/year> from XXXX to XXXX. 

Flight number one was briefly delayed but otherwise uneventful. Flight number two experienced a significant delay of over two hours due to air conditioning issues, with the pilot personally explaining the situation to irate passengers. While many passengers received credits after contacting XXXX, my companion and I refrained from raising concerns and eventually boarded, arriving in XXXX XXXX hours later than expected. 

Flight number three was the best of the bunch, with only a brief delay. My companion received seat assignments for both flights XXXX and XXXX, but I received a ticket without a seat assignment for flight four. The worst travel experience occurred on flight four. Upon arrival in XXXX from flight three, we were notified of a two-hour delay, changing the departure time from XXXX XXXX to XXXX XXXX. We waited at the gate for hours without a gate agent present to address seat assignment issues. One hour before departure, the flight disappeared from the gate display, causing confusion among passengers. 

Flight attendants confirmed the gate was correct but could not assist with seat assignments. When gate agents finally arrived, they began boarding immediately, leaving no time to address the missing seat assignments. After all ticketed passengers boarded, the gate agent denied boarding to me and other remaining passengers, claiming the last passenger followed unknown instructions. I called my companion, who reported unoccupied seats on the plane and a flight attendant 's attempt to assist. The gate agent falsely accused me of " cussing out '' the agent, then admitted I was just upset. My companion disembarked to support me, and a physical altercation occurred between the gate agent and another passenger. XXXX denied boarding to me and other passengers despite valid tickets, forcing us to book an alternative XXXX flight for {$750.00} to return home, nearly double the XXXX itinerary cost. 

We shared this experience with XXXX support on XX/XX/year>, and they offered a grossly insufficient {$15.00} refund. We then disputed the charge with Chase, requesting a refund for {$100.00}, representing one-quarter of the XXXX itinerary. Chase initially refunded the amount on XX/XX/year> but later denied the dispute and re-applied the amount on XX/XX/year>, citing XXXX 's false documentation of me as a " XXXX '' for flight four. 

Due to XXXX XXXX ' mismanagement, significant delays, and fraudulent documentation of events, we were forced to book a last-minute XXXX flight to return home. I am requesting refunds for both the XXXX flight segment and the XXXX flight. The XXXX refund should cover {$100.00}, representing one-quarter of the original itinerary cost, and the XXXX refund should cover the full {$750.00} incurred due to XXXX failure to honor the ticket and provide acceptable customer service. 

XXXXXXXX XXXX handling of the situation was unacceptable, and their records inaccurately depict the events. I seek full refunds for both the denied XXXX flight segment and the XXXX flight that was necessary due to XXXX XXXX  mismanagement and misrepresentation. 

Thank you for your attention to this matter.

Company response to consumer: Closed with explanation