Consumer complaint received 2025-05-20 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: MD

Complaint narrative:
On XX/XX/XXXX, I inquired with XXXX XXXX about the amount that would be charged to upgrade two boarding passes for a return flight home ( XXXX XXXX XXXX XXXX XXXX XXXX  ). XXXX provided a quote of {$860.00} for two upgraded boarding passes. As a XXXX XXXX XXXX XXXX credit card account holder, which is managed by Chase, there are four upgraded boarding passes credited each year, as a perk and benefit of having and using the Chase XXXX credit card. 

Because the fee for upgraded boarding was exceptionally high and exorbitant, I chose to call Chase 's customer service to validate and confirm the amount of {$860.00} for two upgraded boarding passes would be credited, if I charged them to my card ending in XXXX, fior the total amount of {$860.00}. I called XXXX, the phone number printed on the back of my credit card to reach chase.com/XXXX  customer support. I spoke to a female representative for four minutes, who checked my account, verbally confirmed that I had two remaining upgraded boarding passes available to be used on my account, and as a stated perk/ benefit of the credit account, I would be credited for the full amount of the upgraded boarding passes. I further asked this customer service representative to verbally confirm that there was not a maximum amount or limit to the amount of the credit and informed her that the charge for two upgraded boarding passes would be {$860.00}. She verbally confirmed twice that there was not a maximum amount for credit and that the total charge of {$860.00} would be credited under the Upgraded Boarding perks associated with my credit card account. I further went online to review the perks and benefits described by chase.com/XXXX XXXX credit card and found no stated maximum amount for the Upgraded Boarding perk. 

On XX/XX/XXXX, I checked my XXXX XXXX XXXX XXXX credit card account and saw that the {$860.00} upgraded Boarding charge had not been credited, and instead a single {$75.00} " Travel Credit '' had been applied to my account. I called Chase customer support at XXXX ( XXXX ) XXXX and spoke to a customer service representative who I informed of the problem outlined above. The XXXX Customer Service Representative informed me that the previous XXXX Customer Service Representative I spoke to on XX/XX/XXXX had given me incorrect information and there was a limit to the upgraded boarding amounts to be credited, as a perk of my account. He said there was nothing he could do except file a case for review and I would receive a letter stating the outcome of the " investigation ''. 

On XX/XX/XXXX, I received a letter from Chase Cardmember Service stating that they reviewed my inquiry and my account had been " accurately reimbursed for the Upgraded Boarding. Hence, no further adjustment is required on the account. '' This boiler plate letter did not address or resolve my inquiry and complaint field against them. In fact, there has been NO Upgraded Boarding reimbursement applied to my account for the two upgraded boardings charged on XX/XX/XXXX, only a single " Travel Credit '' has been applied to my account, Furthermore, there has been no acknowledgment that their Customer Service Representative provided me with incorrect, false and misleading information, which led me to make the charge for upgraded boarding in the first place. 

Because I was given misinformation from their Customer Service Representative, verbally, on a recorded line, Chase Cardmember Service, Chase Support, and all associated parties should take responsibility for their mistake and apply a credit to my account for the amount charged of {$860.00}, plus any subsequent interest charged from the purchase of Upgraded Boarding made on XX/XX/XXXX. 

I have tried XXXX times since finding this error to speak to someone at Chase who can review and resolve this issue, however I have been told by Customer Service Representatives that it is against policy and they are not allowed to allow me to speak with someone who can resolve my issue.

Company response to consumer: Closed with non-monetary relief