Description

This complaint details a clear case of fraudulent conduct by Chase Travel, which devalued my Chase Ultimate Rewards points for its own profit, and the subsequent cover-up attempt by its customer service department involving lies and obstruction. Summary of the Issue: On October 18, 2025, I redeemed 16,900 Chase Ultimate Rewards points (equivalent to $169) for a 2-queen-bed hotel room with breakfast. Chase Travel then secretly booked an inferior 1-king-bed room without breakfast for only $119, failing to provide the service I paid for and effectively stealing $50 of my points' value. When I attempted to resolve this, Chase's "Escalation Department" representatives lied to me, denied my call records, and tried to close the matter with an insulting offer worth only $25. Detailed Chronology of Events: 1. The Booking: I used the Chase Travel portal to book a room at the Even Hotel in Beaverton, OR, for the night of October 18, 2025. I specifically selected and redeemed 16,900 points (valued at $169) for a "Two Queen Beds Room." My booking reference is 1008475392. 2. Breach of Contract at Check-In: Upon arrival, the hotel informed me that the reservation made by Chase's vendor was for a "One King Bed Room." As I was traveling with my family of three, this was completely unacceptable and resulted in a ruined evening and an extremely uncomfortable sleeping arrangement. 3. First Attempt to Resolve (October 18): I called Chase Travel immediately from the hotel. The agent was unhelpful, questioned the number of guests on the reservation (which is irrelevant to the physical room type contracted), and offered zero solutions. No attempt was made to contact the hotel, find an alternative room, or rebook us at another property. This failure to act directly caused my family's hardship. 4. Escalation Department's Gross Misconduct (October 21): My attempt to escalate the issue on October 21 was met with bad faith and deception. The agent, who identified herself as Cari (ID #22), demonstrated a stunning lack of professionalism: She was entirely dismissive of my experience, resorting to repeating unhelpful platitudes. She falsely denied that I had called on October 18, a fact I can prove with my phone records. She deliberately lied, stating there was no customer service email address I could use, despite a previous agent having already provided it to me. She refused to guarantee any follow-up or provide feedback on this matter. She obstructed any path to resolution by refusing to transfer my call to a different agent or a supervisor. Finally, she made an insulting offer of 2,500 "goodwill points" (worth roughly $25), which is a slap in the face. Conclusion: This is not a simple mistake or a customer service dispute. It is a cascade of failures, from breach of contract to negligent customer support, culminating in outright deception from Chase's escalation team. This represents a systematic practice of deceiving a loyal cardholder and skimming the value of their loyalty points, abusing the monopoly power Chase holds over its own credit card points program. This practice is deceptive, fraudulent, and an abuse of consumer trust. I am requesting the intervention to hold Chase accountable. I have all evidence, including my booking confirmation, the hotel receipt proving the price discrepancy, and my phone call log. A fair resolution is a direct monetary refund of $100.00 to my credit card as compensation for the complete failure of service, the ruined trip, and the dishonest, stressful experience caused by Chase's representatives.