Consumer complaint received 2025-09-08 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: CA

Complaint narrative:
I am cutting and pasting a letter that I sent to XXXX XXXX and CHASE Bank. 

XX/XX/year> XXXX XXXX XXXX XXXX and XXXX Department XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, XXXX Via Webform : XXXX : XXXX SUBJECT : Formal Demand for Reimbursement and EC 261 Compensation for Original Reservation # XXXX and Replacement Reservation # XXXX Dear XXXX XXXX : I am writing to demand reimbursement and compensation for a serious failure by XXXX XXXX  XXXX XXXX ) to honor a confirmed and paid reservation for my family of XXXX passengers traveling on XX/XX/year>, from XXXX ( XXXX ) to XXXX ( XXXX ). 

Passenger Names : XXXX XXXX. 
XXXX XXXX. 
XXXX. 
XXXX. 

Booking Details : Original Reservation Record Locator : # XXXX  Replacement Reservation Record Locator : # XXXX Timeline of Events : Around XX/XX/year>, we booked a XXXX  flight for my family of XXXX passengers from XXXX to XXXX for a total of {$1400.00} USD ( Record Locator : # QIF-XXX ). 

Around XX/XX/year>, a few days before the flight, XXXX sent us an offer to upgrade our seats. We accepted the offer and paid an additional {$1100.00} USD for the upgrade. 

Shortly after the upgrade was confirmed, XXXX informed us that the reservation had become damaged in XXXX  internal system, was unrecoverable, and was effectively cancelled. XXXX then failed to rebook or provide any solution or remedy, even though we had paid in full for both the original reservation and the additional upgrade. We were in the middle of our family vacation in a foreign country, so XXXX  actions caused enormous distress as we were stranded abroad. 

Around XX/XX/year>, after assessing our situation, we were forced to purchase new tickets for my family of XXXX passengers under a new reservation ( # XXXX ) at a higher total cost of {$3800.00} USD. 

Legal Basis for Compensation Demanded : Breach of Contract and Failure to Perform XXXX  accepted payment and confirmed reservations including the additional upgrade, then unilaterally cancelled the booking within a few days before the departure date without a solution. 

Violation of EC Regulation XXXX The flight originated in the XXXX XXXX, and my family of XXXX passengers were not rebooked or notified with 14 days advance notice. No comparable alternative was offered, and all XXXX passengers are entitled to XXXX XXXX ( {$720.00} USD ) compensation each. 

Montreal Convention Article 19 The monetary damages we suffered due to LEVELs actions are recoverable under international treaty law. 

There may be additional violations in addition to the ones listed above. 

Damages Incurred : Category Amount Original Airfare Paid {$1400.00} USD Upgrade Airfare Paid {$1100.00} USD Additional Airfare Paid {$3800.00} USD EC 261 Compensation {$2800.00} USD ( = XXXX XXXX = XXXX people X XXXX XXXX  ) Food and Beverage Expenses Paid {$120.00} USD ( = XXXX XXXX  = XXXX people X XXXX XXXX/day ) Total Recovery Demanded {$9400.00} USD Demand and Deadline : We demand full payment and reimbursement of {$9400.00} USD by no later than XX/XX/year> ( more than 14 days from the date of this letter ). If we do not receive a timely and satisfactory response, we are prepared to seek all legal remedies including filing a legal claim in court and reporting this incident to the United States Department of Transportation, the XXXX XXXX, and other consumer protection authorities. We are also prepared to share this experience publicly across any appropriate consumer and aviation platforms. 

XXXX  mishandling of this reservation, especially after accepting the additional upgrade payment, has caused serious distress and financial and personal harm to my family. 

I hope you will take this final opportunity to resolve the matter fairly. 

Sincerely, XXXX XXXX. 
Email : XXXX XXXX : XXXX On behalf of : XXXX XXXX XXXX 
XXXX XXXX. 
XXXX XXXX. 
XXXX XXXX. 


Attachments : EXHIBIT A : Screenshot of proof of purchase for original reservation and the upgrade and full payment for both ( # XXXX ) EXHIBIT B : Screenshot of XXXX  agent # XXXX saying reservation was damaged and unable to be recovered ( # XXXX ) EXHIBIT C : Screenshot of XXXX  agent # XXXX providing no solution or resolution, other than buying new tickets, and then abruptly closing the conversation ( # XXXX ) EXHIBIT D : Screenshot of proof of purchase for new reservation ( # XXXX )

Company response to consumer: Closed with explanation