Credit card -- Other features, terms, or problems -- Complaint #12680310
Complaint Overview
Complaint ID: 12680310
Company: Jpmorgan Chase & Co.
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-Issue: Problem with customer service
State: Texas
ZIP Code: 76021
Date Received: 2025-03-23T12:00:00-05:00
Date Sent to Company: 2025-03-23T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
In XX/XX/scrub> 2024, I booked a round-trip flight from XXXX to XXXX through my Chase XXXX account . My original itinerary included a departure from XXXX to XXXX, then to XXXX XXXX, and finally XXXX. The ticket I purchased allowed two checked bags. However, in XXXX, XXXX XXXX canceled my XXXX to XXXX flight and notified my travel agency, but not me. According to XXXX policy, flight changes must be made within 60 days, but since I was never informed, this deadline was missed. It wasnt until late XXXX that I received a call from Chase XXXX informing me of the cancellation. By then, XXXX refused to reschedule my flight, citing the expired 60-day window. To resolve this issue, I had to contact Chase XXXX at least 15 times, with some calls exceeding two hours. I also reached out to XXXX XXXX multiple times. Despite Chase XXXX repeatedly contacting XXXX, no resolution was provided for weeks. Eventually, about 710 days before my departure, they managed to book me a new flight. Meanwhile, due to the uncertainty, I had to purchase a separate ticket with XXXX XXXX for my XXXX to XXXX leg. After my flight was rebooked, I was unexpectedly downgraded to a lower class. When I inquired about it, they initially misled me, claiming that my connection was now with XXXX XXXX, which is why I was no longer eligible for two checked bags. Fortunately, my return flight was also with XXXX XXXX, giving me leverage to challenge their claim. After further discussions, they finally agreed to reimburse me for any additional baggage fees I incurred at the airport. Following my trip, I emailed Chase XXXX the receipts for the baggage fees, as instructed. I paid XXXX dollars at the airport. However, I had to call them again to check on my refund status, only to be told that my case had been closed. After explaining the situation, my call was escalated to a higher authority, who acknowledged my claim was valid. Despite this, the customer service representative did not even send me a follow-up email regarding my case review. Instead, I was informed that it would take two months for me to receive a reimbursement check. To this day, I have not received any confirmation email, and I am left dealing with the financial burden of my credit card charges. This entire process has been exhausting and extremely stressful, all for simply getting a refund for money I rightfully spent.
Frequently Asked Questions
What is Complaint #12680310 about?
Complaint #12680310 was filed against Jpmorgan Chase & Co. regarding Credit card specifically about Other features, terms, or problems. It was received by the CFPB on 2025-03-23T12:00:00-05:00.
How did Jpmorgan Chase & Co. respond to this complaint?
The company responded with: "Closed with monetary relief". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Jpmorgan Chase & Co.?
Yes, visit the Jpmorgan Chase & Co. company profile at readthecomplaint.com/company/jpmorgan-chase-co to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.