{"took":1713,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":1508888,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"10346037","_score":28.944744,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX, at XXXX XXXX  XXXX  I reserved a room through the Capital One XXXX XXXX  at the XXXX XXXX XXXX. Upon receiving my confirmation email I felt confident in my booking. \n\nAt approximately XXXX XXXX  XXXX, I went to check in to the hotel. The desk attendant informed me that the hotel had been oversold and attributed it to XXXX XXXX  software not accurately checking occupancy. I immediately called Capital One customer service to see if they could intercede. \n\nI spoke to a customer service agent who confirmed that the hotel was overbooked. I asked them to find me another room, and they indicated that they were unable to do so. They initially blamed a problem with their IT system and physical location ( in the XXXX XXXX XXXX ) ; they said that because it was already XX/XX/XXXX in the XXXX XXXX XXXX they were unable to make bookings on XX/XX/XXXX. If true this would seem to render bookings XXXX  of the XXXX  at least partially unbookable every day. \n\nI explained to the agent that due to their failure I, my wife, and our XXXX small children were essentially stranded in XXXX. A cursory review of multiple booking platforms showed that nearly all rooms in XXXX were booked for the evening due to an event and a weather event in XXXX. The cheapest available hotel room was at the XXXX XXXX for over {$800.00}. I asked repeatedly to escalate and was told my case could not be escalated further. \n\nCapital one gave me a {$150.00} travel voucher as compensation. This was utterly insufficient to cover the cost of replacement lodging if we could find it. My wife called and spoke with a different customer service agent who also refused to help us with booking. They offered my wife an additional {$100.00} travel credit. \n\nUltimately I was able to book an XXXX at XXXX XXXX  XXXX  thanks to the heroic efforts of a host who bypassed the automatic booking deadline in the XXXX system. That booking cost me {$480.00} ; the {$250.00} travel credits were not applied to this booking and were wholly insufficient to cover the cost I incurred thanks to XXXX XXXX  negligence.","date_sent_to_company":"2024-10-04T20:13:27.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"20901","tags":null,"has_narrative":true,"complaint_id":"10346037","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-10-04T20:07:05.000Z","state":"MD","company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["Upon receiving my confirmation email I felt confident in my <em>booking</em>. \n\nAt approximately XXXX XXXX  XXXX, I went to check in to the hotel. The desk attendant informed me that the hotel had been oversold and attributed it to XXXX XXXX  <em>software</em> not accurately checking occupancy. I immediately called Capital One customer <em>service</em> to see if they could intercede. \n\nI spoke to a customer <em>service</em> agent who confirmed that the hotel was overbooked."]},"sort":[28.944744,"10346037"]},{"_index":"complaint-public-v1","_id":"3917798","_score":28.497408,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I booked travel via AMEXs travel portal XX/XX/XXXX for {$210.00}. In accordance with their website advertisement of a {$200.00} Annual Travel Credit ( https : //www.americanexpress.com/ca/en/benefits/the-platinum-card/annual-travel-credit.html ). \nI met the Benefit Eligibility ; Basic Platinum Cardmembers As well as met the Terms & Conditions 1. The {$200.00} CAD Annual Travel Credit can only be redeemed at time of booking through American Express Travel Online at XXXX or by calling Platinum Card Travel Service . Travel booking must be charged to your Platinum Card. Account must be in good standing. If you choose to use the Travel Credit, it will be credited to your Card account within 2 business days. Basic Cardmember is entitled to one ( 1 ) Annual Travel Credit each year based on Card membership anniversary date, towards a single travel booking of {$200.00} or more, and will appear on your billing statement as Platinum Annual Travel Credit. If you cancel your travel booking after redeeming the Annual Travel Credit, you will not be able to use it again in the same year. You can only use one Travel Credit per booking.\n\nHowever, now after having contacted Amex ( XXXX, XXXX, XXXX, XXXX, XXXX ), Im being told over the phone, contrary to their website that the benefit only extends to SELECT Platinum members, not all BASIC platinum members as advertised ( and still advertised ) on their website.","date_sent_to_company":"2020-10-25T17:04:57.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":"Servicemember","has_narrative":true,"complaint_id":"3917798","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2020-10-25T16:50:22.000Z","state":"AE","company_public_response":null,"sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["The {$200.00} CAD Annual <em>Travel</em> Credit can only be redeemed at time of <em>booking</em> through American Express <em>Travel</em> Online at XXXX or by calling Platinum Card <em>Travel</em> <em>Service</em> . <em>Travel</em> <em>booking</em> must be charged to your Platinum Card. Account must be in good standing. If you choose to use the <em>Travel</em> Credit, it will be credited to your Card account within 2 business days."]},"sort":[28.497408,"3917798"]},{"_index":"complaint-public-v1","_id":"20819418","_score":25.95097,"_source":{"product":"Credit card","complaint_what_happened":"I am a Chase Sapphire Reserve cardholder and booked travel through the Chase XXXX portal using points. \n\nI experienced multiple service failures tied to this booking : A flight was presented as a premium or upgraded experience, but the ticket issued was XXXX XXXX XXXX XXXX XXXX XXXX, which did not match the expectation created during booking. \n\nAdditionally, XXXX experiences booked through the portal were canceled, disrupting my travel plans. \n\nI contacted customer service and requested escalation, but no resolution or goodwill adjustment was offered. \n\nGiven the premium annual fee associated with this card and the expectation of a higher level of travel service, this experience falls short of what was advertised. \n\nI am requesting a goodwill credit or points adjustment to reflect the discrepancy in booking presentation and the disruption caused by canceled services.","date_sent_to_company":"2026-03-31T19:40:34.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"63122","tags":null,"has_narrative":true,"complaint_id":"20819418","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2026-03-31T19:26:28.000Z","state":"MO","company_public_response":null,"sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["I am a Chase Sapphire Reserve cardholder and booked <em>travel</em> through the Chase XXXX portal using points. \n\nI experienced multiple <em>service</em> failures tied to this <em>booking</em> : A flight was presented as a premium or upgraded experience, but the ticket issued was XXXX XXXX XXXX XXXX XXXX XXXX, which did not match the expectation created during <em>booking</em>. \n\nAdditionally, XXXX experiences booked through the portal were canceled, disrupting my <em>travel</em> plans."],"company":["JPMORGAN CHASE <em>&</em> CO."]},"sort":[25.95097,"20819418"]},{"_index":"complaint-public-v1","_id":"7915469","_score":25.922585,"_source":{"product":"Credit card","complaint_what_happened":"I signed up for the Capital One Venture card because of it's benefits to use miles/reward points with partner travel airlines XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX. ). \n\nWhen I try to use the \" convert rewards to partner airlines '' feature, I am put into a XXXX loop that never works. When I click \" Convert Rewards '' I am sent to a XXXX page that asks for my phone number. I then input my phone number. The system then tells me the number I have entered does not exist on my account. Even though the phone number clearly does exist on my account because I have XXXX enabled on login, that works just fine. When I try again, the system pops up an error that says call customer service and they will be able to fix my issue. When I call customer service ( I have called 3 times now ), nobody is able to fix my problem and I am told it is a \" known issue ''. When I call customer service I am told they can't do anything to help me, don't offer a timeline for the fix, nor provide compensation for my flights increasing in cost while their software is broken. \n\nI believe Capital One is intentionally creating a \" bug '' for users when trying to convert miles to partner airlines. All other travel reward functionality works just fine. XXXX works just fine on my login and other parts of the app. Capital One tells me to use their travel portal instead. Booking through their travel portal my flight is XXXX miles. Booking through the partner airline is XXXX miles. It would make a lot of sense that Capital One intentionally restricts this functionality as users get a much higher $ /Mile ratio sending miles to partner airlines versus spending miles on Capital One 's XXXX XXXX.","date_sent_to_company":"2023-11-29T16:20:44.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"460XX","tags":null,"has_narrative":true,"complaint_id":"7915469","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-11-29T16:06:23.000Z","state":"IN","company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["All other <em>travel</em> reward functionality works just fine. XXXX works just fine on my login and other parts of the app. Capital One tells me to use their <em>travel</em> portal instead. <em>Booking</em> through their <em>travel</em> portal my flight is XXXX miles. <em>Booking</em> through the partner airline is XXXX miles. It would make a lot of sense that Capital One intentionally restricts this functionality as users get a much higher $ /Mile ratio sending miles to partner airlines versus spending miles on Capital One 's XXXX XXXX."]},"sort":[25.922585,"7915469"]},{"_index":"complaint-public-v1","_id":"10476793","_score":25.568666,"_source":{"product":"Credit card","complaint_what_happened":"Subject : Formal Complaint Regarding Fraudulent Hotel Booking through Capital One Travel Dear Consumer Financial Protection Bureau, I am submitting this formal complaint regarding a travel booking made through Capital One Travel that I believe constitutes a fraudulent transaction. \n\nOn XX/XX/year>, I used the Capital One Travel app to book accommodations at the XXXX XXXX XXXX in XXXX, GA, following widespread damage caused by Hurricane Helen. Despite several 3-star and above hotels showing unavailable due to the hurricane, this 2-star hotel was listed as available. After encountering issues completing the booking on the app, I contacted Capital One Travel directly, and an agent booked the hotel for me at a total price of {$200.00} ( Capital One Confirmation Number : XXXX ) for the dates XX/XX/XXXX to XX/XX/year> ( Hotel Confirmation Number : XXXX ). \n\nUpon arriving at the hotel, it became immediately apparent that the hotel could not provide the services for which I had paid. The building had no power, the parking lot was empty, and groups of people were standing outside. It was clearly not a safe or operational facility. I requested a refund from Capital One Travel, but I was informed that the booking was nonrefundable, and the hotel refused to issue a refund, despite being unable to render services. \n\nI believe this incident reflects both negligence on the part of Capital One Travel and fraud on the part of the hotel. The hotel knowingly accepted a booking despite its inability to provide basic services, and Capital One Travel failed to inform me of the nonrefundable nature of the booking and did not take adequate steps to ensure the hotels ability to fulfill its obligations. \n\nI respectfully request your assistance in resolving this matter and ensuring that other consumers are protected from similar situations in the future. I am seeking a full refund of the {$200.00} paid for this fraudulent transaction. \nThank you for your attention to this issue. \nSincerely,","date_sent_to_company":"2024-10-16T18:44:25.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"29073","tags":"Servicemember","has_narrative":true,"complaint_id":"10476793","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-10-16T18:27:55.000Z","state":"SC","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I requested a refund from Capital One <em>Travel</em>, but I was informed that the <em>booking</em> was nonrefundable, and the hotel refused to issue a refund, despite being unable to render <em>services</em>. \n\nI believe this incident reflects both negligence on the part of Capital One <em>Travel</em> and fraud on the part of the hotel."]},"sort":[25.568666,"10476793"]},{"_index":"complaint-public-v1","_id":"9785805","_score":25.020695,"_source":{"product":"Credit card","complaint_what_happened":"This complaint is written & submitted on XX/XX/year>. \n\nI booked a hotel through Chase XXXX to a hotel called XXXX XXXX XXXX for XXXX XXXX XXXX. I made the booking on XX/XX/year> at a cost of {$180.00}. I booked a XXXX XXXX flight, also via Chase XXXX, on XX/XX/year> for {$150.00}. \n\nI learned on XX/XX/year> that the XXXX XXXX XXXX does not exist. It is not listed on its parent company 's website XXXX XXXX XXXX XXXX XXXX nor can it be booked through any other third-party booking service. \n\nChase XXXX allowed me to book travel to a country the State Department considers a level XXXX travel risk ( https : //travel.state.govXXXX XXXX for a hotel that does not exist. They did not inform me that the hotel doesn't exist and their carelessness would have put me in danger should I have continued to with my trip. \n\nI have spoken with customer service representatives from Chase XXXX and Chase Bank each business day between XX/XX/XXXX & XX/XX/year> over the phone. I notified them of the issue and requested that they cancel my bookings and refund my payments. They have not communicated to me via email, so I do not have record of these conversations. They did record the conversations as representatives have told me they referenced recordings when looking up the details of my case. \n\nAt the time of writing, Chase XXXX and Chase Bank have not issued refunds for {$150.00} and {$180.00} to reimburse the cost of the trip. The hotel stay would have been impossible due to the hotel 's nonexistence. I did not trust Chase to re-book a hotel because of their carelessness, and therefore requested to be refunded for the flight as well.","date_sent_to_company":"2024-08-13T17:18:56.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"80525","tags":null,"has_narrative":true,"complaint_id":"9785805","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-08-13T17:04:11.000Z","state":"CO","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["Chase XXXX allowed me to book <em>travel</em> to a country the State Department considers a level XXXX <em>travel</em> risk ( https : //<em>travel</em>.state.govXXXX XXXX for a hotel that does not exist. They did not inform me that the hotel doesn't exist and their carelessness would have put me in danger should I have continued to with my trip. \n\nI have spoken with customer <em>service</em> representatives from Chase XXXX and Chase Bank each business day between XX/XX/XXXX <em>&</em> XX/XX/year> over the phone."],"company":["JPMORGAN CHASE <em>&</em> CO."],"sub_issue":["Problem with customer <em>service</em>"]},"sort":[25.020695,"9785805"]},{"_index":"complaint-public-v1","_id":"11777272","_score":24.64296,"_source":{"product":"Credit card","complaint_what_happened":"I am an Amex Platinum cardholder and one of the benefits is a {$200.00} annual statement credit for a one-night stay at a qualifying XXXX XXXX XXXX XXXX property. The booking must made through Amex Travel and be prepaid. On XX/XX/year>, I made a prepaid booking through Amex Travel at a XXXX XXXX XXXX XXXX property. Upon completing my stay, I waited 90 days and inquired as to why I had not received the credit. I have spend hours on the phone and in chats with customer service looking for an explanation and or resolution. To date, a satisfactory explanation has not been given. I was even provided a false customer service email address from an individual at Amex Travel when I asked if there was an email address I could send further information to and escalate the issue. There is no Amex customer service email address for the US. \n\nI have read the terms and conditions multiple times and there is nothing that would exclude my booking from receiving the credit. \n\nAttached are the program terms and conditions, my receipt verifying I booked through Amex Travel, and my receipt from the hotel showing a prepaid deposit transfer credit which proves prepayment.","date_sent_to_company":"2025-01-26T22:00:01.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"60126","tags":null,"has_narrative":true,"complaint_id":"11777272","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2025-01-26T21:30:27.000Z","state":"IL","company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["The <em>booking</em> must made through Amex <em>Travel</em> and be prepaid. On XX/XX/year>, I made a prepaid <em>booking</em> through Amex <em>Travel</em> at a XXXX XXXX XXXX XXXX property. Upon completing my stay, I waited 90 days and inquired as to why I had not received the credit. I have spend hours on the phone and in chats with customer <em>service</em> looking for an explanation and or resolution. To date, a satisfactory explanation has not been given."]},"sort":[24.64296,"11777272"]},{"_index":"complaint-public-v1","_id":"5730052","_score":24.489037,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"The XXXX credit card and the Chevron credit card is operated by ; https : //www.mysynchrony.com/ synchrony bank who has refused internet access to paying the bill on line regardless of the fact that I have been paying the bill on line since 2014. Furthermore, they are demanding that customers download some software program on their cell phone or tablet that will grant the user access to their account which is XXXX on its face. Since the software developers are using such software on cell phones to track the end users data, travel, and communications of the wireless device. \n\nI have had problems paying my credit card bill for the past six months due to restricted access where synchrony is demanding using the software program on the cell phone which I will not do.\n\nTherefore their software goes NO WHERE ON MY ELECTRONICS and the shall allow me to pay the bill on line. Enough of this restricted XXXX, as this method of restricting access of account holders to check their balances is doing nothing but restricting on time payments. These restrictions are an attempt to invade account holders privacy which was never authorized.","date_sent_to_company":"2022-07-02T23:52:40.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"33144","tags":"Servicemember","has_narrative":true,"complaint_id":"5730052","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2022-07-02T23:42:03.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["Since the <em>software</em> developers are using such <em>software</em> on cell phones to track the end users data, <em>travel</em>, and communications of the wireless device. \n\nI have had problems paying my credit card bill for the past six months due to restricted access where synchrony is demanding using the <em>software</em> program on the cell phone which I will not do.\n\nTherefore their <em>software</em> goes NO WHERE ON MY ELECTRONICS and the shall allow me to pay the bill on line."]},"sort":[24.489037,"5730052"]},{"_index":"complaint-public-v1","_id":"12542780","_score":24.086605,"_source":{"product":"Credit card","complaint_what_happened":"I made a purchase on XX/XX/year>, for {$150.00} from XXXX XXXX XXXX for access to the XXXX checkout automation software. The software was advertised as a tool to automate online purchases, but it did not function as described despite following all setup instructions. \n\nI contacted the merchant multiple times requesting assistance or a refund, but they refused, citing their Terms of Service ( TOS ). However, the TOS was not available for review on their website after purchase, making it impossible to verify their refund policy beforehand. \n\nI disputed the charge with Citibank, but my claim was denied because the merchant provided access logs showing that I logged in. However, logging in does not prove that the software worked as advertisedonly that I attempted to use the service. Citibank did not fully consider that the product was defective and that the refund policy was unfairly enforced. \n\nThis business appears to have a pattern of selling software that does not work as advertised while refusing refunds under misleading terms. I am seeking assistance in having this dispute fairly reconsidered, as I was denied a refund for a service that failed to perform as promised.","date_sent_to_company":"2025-03-18T13:26:50.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"10002","tags":null,"has_narrative":true,"complaint_id":"12542780","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-03-18T13:18:46.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I made a purchase on XX/XX/year>, for {$150.00} from XXXX XXXX XXXX for access to the XXXX checkout <em>automation</em> <em>software</em>. The <em>software</em> was advertised as a tool to automate online purchases, but it did not function as described despite following all setup instructions. \n\nI contacted the merchant multiple times requesting assistance or a refund, but they refused, citing their Terms of <em>Service</em> ( TOS )."]},"sort":[24.086605,"12542780"]},{"_index":"complaint-public-v1","_id":"14061218","_score":23.838396,"_source":{"product":"Credit card","complaint_what_happened":"I am writing to file a formal complaint against U.S. Bank regarding a significant service failure within their credit card travel rewards program. This failure has resulted in a direct financial loss to me due to systemic delays and inadequate customer support. \n\nHere is a chronology of the events : - On or about XX/XX/scrub> 2025, I used the U.S. Bank travel rewards portal to book an international airline ticket for 1 passenger to XXXX. The total cost was XXXX reward points ( Booking ID : XXXX ). \n\n- After submitting the booking, the status remained \" In Processing '' for over 30 hours. During this time, I had no confirmation of whether the ticket was secured. \n\n- I made multiple calls to U.S. Bank customer service on XX/XX/XXXX and XXXX XXXX, 2025 to ascertain the status of my booking. Despite my repeated attempts to get information, no representative could explain the reason for the delay or provide any assurance that the ticket would be confirmed. I was left in a state of uncertainty, unable to make alternative travel plans. \n\n- After more than 30 hours of waiting, on XX/XX/year>2025, a customer service agent finally stated that the only possible course of action was to cancel the pending booking request. I was further informed that I would have to wait an additional 24 hours after the cancellation was processed before I could attempt to rebook the same flight.\n\nAs a direct result of the 30+ hour processing delay and the subsequent mandatory 24-hour waiting period imposed by U.S. Bank 's policies , the price of the airline ticket increased. The current cost to book the identical flight is now approximately XXXX reward points higher than my original booking price. \n\nThis situation is unacceptable. The failure of the U.S. Bank travel portal to process a standard booking in a timely manner, the inability of its customer service team to provide any meaningful support, and the restrictive rebooking policy have collectively caused me financial harm. I followed all the required procedures, but I was penalized for U.S. Bank 's internal failures.","date_sent_to_company":"2025-06-14T01:49:31.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"94538","tags":null,"has_narrative":true,"complaint_id":"14061218","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2025-06-14T01:16:37.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["Bank regarding a significant <em>service</em> failure within their credit card <em>travel</em> rewards program. This failure has resulted in a direct financial loss to me due to systemic delays and inadequate customer support. \n\nHere is a chronology of the events : - On or about XX/XX/scrub> 2025, I used the U.S. Bank <em>travel</em> rewards portal to book an international airline ticket for 1 passenger to XXXX. The total cost was XXXX reward points ( <em>Booking</em> ID : XXXX )."]},"sort":[23.838396,"14061218"]},{"_index":"complaint-public-v1","_id":"15289539","_score":23.71617,"_source":{"product":"Credit card","complaint_what_happened":"In brief, I made XXXX separate travel bookings ( using reward points ) through the Chase Bank XXXX XXXX in which my name was booked with my surname misspelled in the final booking despite my correct manual entry of my name ( XX/XX/year> and again on XX/XX/year> ). \n\nAs a result of this error, I was required to repurchase airfare on the day before my international flight ( XX/XX/year> ) to salvage the trip for XX/XX/year> and all the subsequent travel reservations/accommodations I had booked. The undue financial burden this placed onto me to rectify the failure of the service that was supposed to be provided was {$3100.00} and XXXX credit card travel points. After filing a formal complaint and speaking with multiple departments at Chase  XXXX, Chase Cardmember Services,  and the Chase Executive Office, the error occurred as a result of a system error in which my name in the Chase XXXX XXXX had somehow become incorrectly spelled, which subsequently overrode my actual booking entries. As an account holder at Chase Bank, I have XXXX ability to alter this primary profile information, so the error occurred as a result of either a technological glitch, or a data entry error at Chase Bank. This system error was confirmed by Chase Bank and Chase XXXX at multiple departmental levels with various representatives, and in trying to accommodate for their error they offered pennies on the dollar ( XXXX travel points, {$250.00}, and waive a {$190.00} booking fee for travel to use within a year ) to try and ameliorate the damages. This is not sufficient considering the sum of the losses that have occurred, and Chase Bank said there was nothing else that they were willing to do. As a result, this is my formal complaint to the CFPB.","date_sent_to_company":"2025-08-14T20:48:27.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"97701","tags":null,"has_narrative":true,"complaint_id":"15289539","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-08-14T20:04:50.000Z","state":"OR","company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["The undue financial burden this placed onto me to rectify the failure of the <em>service</em> that was supposed to be provided was {$3100.00} and XXXX credit card <em>travel</em> points. After filing a formal complaint and speaking with multiple departments at Chase  XXXX, Chase Cardmember <em>Services</em>,  and the Chase Executive Office, the error occurred as a result of a system error in which my name in the Chase XXXX XXXX had somehow become incorrectly spelled, which subsequently overrode my actual <em>booking</em> entries."],"company":["JPMORGAN CHASE <em>&</em> CO."]},"sort":[23.71617,"15289539"]},{"_index":"complaint-public-v1","_id":"18657961","_score":23.706732,"_source":{"product":"Credit card","complaint_what_happened":"I am filing a complaint rega\n\nrding Citibanks failure to honor a contractual credit card benefit. I hold a Citi XXXX XXXX XXXX, w\nhich includes a {$300.00} annual hotel credit for bookings made through\n\nthe Citi Travel Portal. Despite repeated good-faith attempts to use this benefit, Citibanks systems and customer service failures prevented me from doing so, resulting in the complete loss of the credit. Over an extended period, I contacted Citi Travel, Citi Customer Service, and Citis Fraud Department numerous times regarding persistent booking failures. Each time, I completed identity and fraud verification as requested. Despite full compliance, the issue was never resolved. \n\nOn XX/XX/2025, I attempted to make a hotel reservation through the Citi Travel Portal. The booking failed and was canceled by Citibanks system, stating that it could not be confirmed.\n\nImmediately afterward, I contacted Citi Travel customer service at approximately XXXXXXXX XXXX Mountain Time on XX/XX/2025, which was still within the XXXX  calendar year in all U.S. time zones. I was informed that the reservation could not be completed because the booking team was located outside the United States and could not process a reservation for XX/XX/XXXX. \n\nAs a direct result of Citibanks system failures and operational limitations, I was unable to use the {$300.00} annual hotel credit. Because Citi could not process the reservation, I was forced to book a different hotel and pay out of pocket in order to complete my travel. This loss was caused entirely by Citibank and not by any delay or inaction on my part.\n\nI have contacted Citiba\n\nnk multiple times and submitted a formal escalation, but I have received no acknowledgment or response. Attachments provided : Attachment 1 : Screensh\not showing the {$300.00} hotel credit available on XX/XX/2025 Attachment 2 : Email from Citi Travel stating they could not process the reservation on XX/XX/2025 Attachment 3 : Call record showing my call to Citi Travel at XXXXXXXX XXXX Mountain Time on XX/XX/2XXXX XXXX","date_sent_to_company":"2026-01-12T19:32:09.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"90274","tags":null,"has_narrative":true,"complaint_id":"18657961","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2026-01-12T19:18:59.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["I hold a Citi XXXX XXXX XXXX, w\nhich includes a {$300.00} annual hotel credit for <em>bookings</em> made through\n\nthe Citi <em>Travel</em> Portal. Despite repeated good-faith attempts to use this benefit, Citibanks systems and customer <em>service</em> failures prevented me from doing so, resulting in the complete loss of the credit. Over an extended period, I contacted Citi <em>Travel</em>, Citi Customer <em>Service</em>, and Citis Fraud Department numerous times regarding persistent <em>booking</em> failures."]},"sort":[23.706732,"18657961"]},{"_index":"complaint-public-v1","_id":"6875575","_score":23.651558,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/2023, I purchased a hotel reservation via XXXX for a stay XXXX. When I received the confirmation email for XXXX, I immediately called the vendor and reported the inaccuracy. This was done well within the 24-hour window, established for travel cancellations for any booking made in the USA. Much to my frustration, I had to argue with someone who barely spoke English, who was programmed with a machine like voice to tell me that the reservation is not subject to cancellation. The person knew nothing about the 24-hour window rule. Also, the vendor de facto had no way to address discrepancies due to its own software. I then had to purchase another reservation, and this time it was correctly dated.\n\nOne of the two reservations, however, should be null and void.","date_sent_to_company":"2023-04-23T02:48:32.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"336XX","tags":"Servicemember","has_narrative":true,"complaint_id":"6875575","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2023-04-23T02:29:18.000Z","state":"FL","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["This was done well within the 24-hour window, established for <em>travel</em> cancellations for any <em>booking</em> made in the USA. Much to my frustration, I had to argue with someone who barely spoke English, who was programmed with a machine like voice to tell me that the reservation is not subject to cancellation. The person knew nothing about the 24-hour window rule. Also, the vendor de facto had no way to address discrepancies due to its own <em>software</em>."],"company":["JPMORGAN CHASE <em>&</em> CO."]},"sort":[23.651558,"6875575"]},{"_index":"complaint-public-v1","_id":"8723561","_score":23.614199,"_source":{"product":"Credit card","complaint_what_happened":"Hello, 1 ) On XX/XX/2024, I booked a car rental from XXXX  via American Express Travel, web platform. The booking was confirmed for {$340.00}. \n\n2 ) On XX/XX/2024, I arrived at XXXX at XXXX Airport and was told they would not honor the car rental, as it was booked showing \" XXXX '' residency and I do not have XXXX residency- I am a US Resident with a US driver 's license 3 ) We did not make a reservation for a XXXX residency. In reviewing the current Amex Travel platform, the Website does not ask what your residency is. In reviewing the current Amex Travel platform, my profile shows that I am an American resident, with an American address and telephone number 4 ) Upon contacting American Express customer service, I was informed via a Chat that they could not remedy the issue. They informed me the Web Platform identified me as being in XXXX when I made the booking. They confirmed the standard process was to seek reimbursement after the fact. \n\n5 ) I reiterate that I was not in XXXX. I was at my home in XXXXXXXX Massachusetts. \n\n6 ) Upon Amex Travel confirming they could not remedy my situation, I cancelled the reservation and booked a new reservation at a cost of {$740.00}. This represents an increased cost of {$400.00}. \n\n7 ) In the afternoon of XX/XX/2024, I received a call from American Express Compliance. They repeatedly told me that I was not eligible for compensation and that I had agreed to \" Terms and conditions ''. I politely asked them to explain which terms & conditions specifically prescribed that I was not entitled to compensation. I asked them to explain if I had made an error while booking or what error caused me to be at fault. \n\n8 ) After my third time asking for clarification, the representative concluded by saying \" We have reviewed the case and you are not entitled to compensation. '' She then hung up on me. \n\n9 ) Me and my wife called Amex Customer Support, where they reiterated the same talking points. They were not able to explain if the error was because we did not remedy the issue via Amex Travel, or if the error was that we somehow missed something that said \" XXXX '' when making the booking. This is despite the fact that an earlier customer service agent admitted fault on behalf of American Express. \n\nWe do not view the response from Amex as acceptable. We are out of pocket {$400.00}. The delay was costly, as I was unable to attend a work meeting. Further, the company has not provided sufficient communication as to why we are in the wrong. \n\nIt is worth noting, that on the Sunday prior to the trip I saw an email from XXXX that was in XXXX. \n\nI was confused, and called their support number at XXXX. The phone call began at XXXX EST and lasted 6 minutes. \n\nDuring the call, I confirmed that the email I received in XXXX would not negatively impact my ability to pick up my reserved car. \n\nBoth companies have failed here and both should improve their controls & processes. \n\n\n\n\nTravel Confirmation # - XXXX","date_sent_to_company":"2024-04-08T21:24:27.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"02155","tags":null,"has_narrative":true,"complaint_id":"8723561","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2024-04-08T21:04:50.000Z","state":"MA","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["Both companies have failed here and both should improve their controls <em>&</em> processes. \n\n\n\n\n<em>Travel</em> Confirmation # - XXXX"]},"sort":[23.614199,"8723561"]},{"_index":"complaint-public-v1","_id":"15531459","_score":23.54733,"_source":{"product":"Checking or savings account","complaint_what_happened":"Category : Bank account or service Debit card dispute Complaint : I am filing a complaint regarding Wells Fargos handling of a debit card dispute ( case numbers XXXX and XXXX ). \n\nOn [ date you booked ], I booked a hotel through XXXX for same-day check-in. XXXX system booked me for a different date than requested. I never stayed at the hotel for that booking. I was forced to rebook the same hotel for the correct date at an additional cost of approximately {$50.00} more. \n\nI also purchased XXXX travel insurance coverage for the booking to protect against situations like this, yet neither XXXX nor the insurance provider refunded me despite proof that I never stayed for the original booking date. \n\nI disputed the original {$140.00} charge with Wells Fargo under the grounds of Services Not Provided / Merchandise Not Received ( XXXX reason code XXXX ). I provided proof that : I did not check in or stay at the hotel for the first booking. \n\nI rebooked for the same hotel on the correct date, paying a second time. \n\nI had travel insurance that should have applied. \n\nWells Fargo denied my claim, citing that the merchant had a non-refundable policy. However, a cancellation policy is irrelevant when services were never provided. Under XXXX  chargeback rules, a services not rendered claim is valid even when the merchant has a no-refund policy. The bank misclassified my dispute as a cancellation instead of a services not provided claim. \n\nUnder XXXX  dispute rules, specifically reason code XXXX ( Services Not Provided / Merchandise Not Received ), I am entitled to a refund for the charge because I did not receive the service I paid for I never stayed at the hotel for the original booking date. \n\nWells Fargo failed to properly apply XXXX  chargeback protections and did not take into account my purchased insurance coverage. I am seeking : A reversal of the {$140.00} charge. \n\nProper handling of the dispute under services not rendered rules. \n\nConsideration of the fact that I purchased insurance for the booking. \n\nI have documentation, including the second booking receipt, proof of travel insurance, and hotel records showing I did not stay on the date of the original booking. Wells Fargo has ignored these facts in favor of the merchants policy. \n\nWhen Wells Fargo processed the {$140.00} charge for the incorrect booking, it caused my account to go into a negative balance, creating additional inconvenience and financial stress. \n\nI request the CFPBs assistance in ensuring this dispute is handled correctly and that Wells Fargo follows XXXX dispute regulations","date_sent_to_company":"2025-08-26T19:54:41.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"90028","tags":null,"has_narrative":true,"complaint_id":"15531459","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-08-26T19:28:15.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Money was taken from your account on the wrong day or for the wrong amount"},"highlight":{"complaint_what_happened":["Proper handling of the dispute under <em>services</em> not rendered rules. \n\nConsideration of the fact that I purchased insurance for the <em>booking</em>. \n\nI have documentation, including the second <em>booking</em> receipt, proof of <em>travel</em> insurance, and hotel records showing I did not stay on the date of the original <em>booking</em>. Wells Fargo has ignored these facts in favor of the merchants policy."],"company":["WELLS FARGO <em>&</em> COMPANY"]},"sort":[23.54733,"15531459"]},{"_index":"complaint-public-v1","_id":"15489505","_score":23.404154,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX, I booked travel using my Chase Sapphire, preferred credit card issued by Chase Bank on their Chase travel proprietary platform My booking was completed fully and confirmed in which I received a confirmation email when I got to the property which was XXXX XXXX XXXX in XXXXXXXX XXXX XXXXXXXX XXXX at midnight on XX/XX/XXXX. They could not find my reservation. I stood at the counter outside and XXXX heat while they showed me their screen proving that they had no reservations during this time I contacted Chase travel and Chase credit card customer service via phone and spoke to a woman for approximately XXXX hour who is not able to assist with the issue. \n\nIt turns out that Chase travel did not actually make my reservation. They relied on a third-party booking agent to make this reservation. They would not allow me to contact the third-party booking agent and instead made a three-way call in which they could speak to the booking agent, but I could not they kept saying they have my booking and it was confirmed however, at the end of the day, I paid them to provide a reservation with the hotel in the hotel did not receive their reservation and again they showed me their screen, confirming it the hotel was very accepting and helpful During this situation. \n\nBy this point it was XXXX or XXXX in the morning and we had still not been able to reach a resolution with Chase travel the hotel proposed that they placed a hold on my card for {$300.00} and we will figure it out the next day in which the hold would be dropped The next morning, I then called Chase travel back and spend a total of XXXX and a half hours on the phone with a representative while they essentially went through the same song and dance that they went through the morning of finally the hotel was able to get a hold of the third-party booking agent and get details of the booking from them at no help from Chase I had paid Chase over {$680.00} worth of cash in points and had had a terrible experience. I had XXXX room changes in a XXXX night stay as well as not receiving what I had booked because the hotel never got a reservation and did not have the room that I had Attempted to reserve On the phone, Chase travel mentioned that they would be giving me XXXX points which is in my opinion a minimal amount of points for the amount of time in distress. I had to go through for this booking that I made through this credit card company once I was then back from my trip. I contacted Chase travel again And explain the situation as well as my experience and they told me there was nothing else that they could do and were very disrespectful on the phone and even the escalation representative hung up on me She refused to give me the name names of anyone else that I spoke with or dates of conversations or notes She refuse to give me any other compensation, and even when I explain that this issue is because Chase travel utilize a third-party to fulfill their obligation, and that third-party did not deliver they still would not be providing any additional compensation","date_sent_to_company":"2025-08-25T23:12:24.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"75082","tags":null,"has_narrative":true,"complaint_id":"15489505","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-08-25T23:01:20.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["I stood at the counter outside and XXXX heat while they showed me their screen proving that they had no reservations during this time I contacted Chase <em>travel</em> and Chase credit card customer <em>service</em> via phone and spoke to a woman for approximately XXXX hour who is not able to assist with the issue. \n\nIt turns out that Chase <em>travel</em> did not actually make my reservation. They relied on a third-party <em>booking</em> agent to make this reservation."],"company":["JPMORGAN CHASE <em>&</em> CO."],"sub_issue":["Problem with customer <em>service</em>"]},"sort":[23.404154,"15489505"]},{"_index":"complaint-public-v1","_id":"17863410","_score":23.338076,"_source":{"product":"Credit card","complaint_what_happened":"XXXX, XXXX, XXXX I booked three international airline tickets through the American Express Travel portal. The booking interface failed to disclose a mandatory transit visa requirement applicable to my nationality, despite Amex Travel displaying such visa warnings for other airlines and routings. \n\nI discovered the requirement independently after booking and before the travel date, and I promptly canceled the tickets. The tickets were unusable due solely to this material omission at the point of sale. \n\nI raised a dispute against American Express Travel as the booking intermediary. American Express improperly evaluated the issue as an airline fare dispute and denied the chargeback based exclusively on airline non-refundability rules, without addressing whether Amex Travel failed to disclose a material travel restriction. \n\nAmerican Express has refused to provide any evidence that the visa requirement was disclosed during my booking session. \n\nThis constitutes unfair and deceptive business practices, negligent omission of material information, and improper dispute handling.","date_sent_to_company":"2025-12-09T07:01:23.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"60605","tags":null,"has_narrative":true,"complaint_id":"17863410","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2025-12-09T06:50:43.000Z","state":"IL","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["XXXX, XXXX, XXXX I booked three international airline tickets through the American Express <em>Travel</em> portal. The <em>booking</em> interface failed to disclose a mandatory transit visa requirement applicable to my nationality, despite Amex <em>Travel</em> displaying such visa warnings for other airlines and routings. \n\nI discovered the requirement independently after <em>booking</em> and before the <em>travel</em> date, and I promptly canceled the tickets."]},"sort":[23.338076,"17863410"]},{"_index":"complaint-public-v1","_id":"15787574","_score":23.295885,"_source":{"product":"Credit card","complaint_what_happened":"I purchased airplane travel to and from XXXX XXXX through Chase Travel using my Chase Sapphire Reserve card. This card is marketed as a premium travel benefits card. I used a combination of 130,000 points ( value approx {$1300.00} ) and paid for the rest with that same card, {$5500.00}. I paid an additional {$550.00} directly to the airline ( XXXX but it was all XXXX tickets as they are partner airlines ) to upgrade my seats on the flight back from XXXX for extra legroom. I had no issues on the flight there. But for the XX/XX/XXXX flight back, i was unable to checkin online the day before. When we got to the airport with my family, the ticketing agent at XXXX XXXX XXXX we had no tickets and they weren't able to tell me why, even though we had all the booking details and received the emails to check in for our flight online. I had to call XXXX to have them try to get us back on the flights. They were able to get us to XXXX, but told us we'd have to spend the night seeing as the flight we were supposed to be on was now fully booked so they could only put us on a flight the following day. They stated that the airline would reimburse us for the hotel. Upon arrival in XXXX, i went to the XXXX XXXX XXXX XXXX there they said that they would NOT reimburse us because it was our travel agency ( Chase Travel ) that caused the issue. They claimed they saw in their system that Chase Travel cancelled our booking, rebooked, but did not properly reissue the tickets. So we had to pay for our own hotel. I spent a few hours that day on the phone with Chase Travel who claimed that no, it was not them that cancelled our booking but rather the airline 's booking system, and that they couldn't help me rebook and that i'd have to do everything through the airline. The following day we showed up to the airport in XXXX early so that we could talk to someone in person to ensure we were on a flight. Over the course of this we worked with a XXXX XXXX XXXX their customer service center who once again reiterated based on what he saw in their systems that the booking cancellation came from Chase Travel . So i called Chase Travel who once again said it wasn't them. But when i pushed them they stated that they do sometimes automatically cancel bookings and rebook them at a cheaper price which saves them money and that that's likely what happened in this case. I tried to push on them to take responsibility and for some kind of reimbursement but they were unwilling to help without further investigation on their part with the airline ( they still claimed the rebooking was fine and that it was the airlines fault that we didn't get re-ticketed ) and that they would for sure call me back once they found out more. they never did - Case/Ticket number XXXX with a XXXX. The Chase Travel ID is XXXX for the entire booking. Upon returning to XXXX, i followed up with Chase Travel numerous times but never got anywhere. They said if i had issues i should file a claim with the travel insurance benefit i have with my Chase Sapphire Reserve card, which i did. That process in and of itself took 1 month to complete, and in the end they issued a refund for {$620.00} which basically just covers my hotel and dinner and food and taxi expenses for the overnight stay. The issue is that i paid a good chunk of money for this travel, did not get the service i paid for on the return flight, did not get the seat upgrades i paid for, had to spend hours and hours of time dealing with it, and it all began with an automated system from Chase Travel that cancelled my booking, unbeknownst to me, and didn't ensure that the rebooking they did actually got tickets properly reissued to me. If this process didn't happen at Chase Travel none of this would have happened. So my premium travel credit card did not deliver on any of it's value of providing and enabling premium travel experiences, and instead caused me a bunch of headache and wasted time. I was unable to dispute the charge i had booked it a long time before, and so any of the actions i tried to take to get some form of reimbursement mostly failed. the poor service, the failure of delivering on the value ( for which i pay over {$700.00} a year for the card fee ) is unacceptable from a consumer perspective.","date_sent_to_company":"2025-09-09T02:58:50.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"94403","tags":null,"has_narrative":true,"complaint_id":"15787574","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-09-09T01:37:42.000Z","state":"CA","company_public_response":null,"sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["Over the course of this we worked with a XXXX XXXX XXXX their customer <em>service</em> center who once again reiterated based on what he saw in their systems that the <em>booking</em> cancellation came from Chase <em>Travel</em> . So i called Chase <em>Travel</em> who once again said it wasn't them. But when i pushed them they stated that they do sometimes automatically cancel <em>bookings</em> and rebook them at a cheaper price which saves them money and that that's likely what happened in this case."],"company":["JPMORGAN CHASE <em>&</em> CO."]},"sort":[23.295885,"15787574"]},{"_index":"complaint-public-v1","_id":"17164473","_score":23.263218,"_source":{"product":"Credit card","complaint_what_happened":"I made a booking through Chase Travel for a hotel stay at XXXX ( XXXX XXXX XXXX, XXXX, OH XXXX ). My booking dates are XXXX XX/XX/year> to XXXX XX/XX/year> and my booking ID is XXXX and i paid {$890.00} towards the booking. I checked out of the hotel on Friday. The hotel did not provide me a receipt since i made the booking through chase travel. I called chase travel XXXX  times since i checked out and i still have not received an itemized receipt. everytime i call chase travel they tell me \" we are making a request to get you receipt '' and expediting it, but still not receipt for my stay. I have the right to receive a receipt for something i paid and i'm not paying anyone without a receipt.","date_sent_to_company":"2025-11-11T17:30:59.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"46516","tags":null,"has_narrative":true,"complaint_id":"17164473","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2025-11-11T17:19:06.000Z","state":"IN","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I made a <em>booking</em> through Chase <em>Travel</em> for a hotel stay at XXXX ( XXXX XXXX XXXX, XXXX, OH XXXX ). My <em>booking</em> dates are XXXX XX/XX/year> to XXXX XX/XX/year> and my <em>booking</em> ID is XXXX and i paid {$890.00} towards the <em>booking</em>. I checked out of the hotel on Friday. The hotel did not provide me a receipt since i made the <em>booking</em> through chase <em>travel</em>."],"company":["JPMORGAN CHASE <em>&</em> CO."]},"sort":[23.263218,"17164473"]},{"_index":"complaint-public-v1","_id":"17287578","_score":23.200169,"_source":{"product":"Checking or savings account","complaint_what_happened":"I paid {$2500.00} for a two-year software subscription with a company called XXXX XXXX. The product was defective from the beginning. Multiple features did not work, emails were not sending, automations failed, and support acknowledged ongoing bugs. They gave me six months free but the issues continued. Even after they created a new account for me, the software still did not function as advertised. \n\nI requested a refund within the active service period. Instead of processing the refund, the company stalled communication until I was outside their internal refund window. They intentionally delayed responses and never resolved any of the service issues I reported. \n\nI filed a dispute with Truist Bank for services not rendered. Truist denied my dispute solely based on their XXXX timing rule, even though this was not an unauthorized transaction it was a case of a merchant failing to provide the services paid for. Truist refused to evaluate the evidence I provided, including proof of the defective software, repeated service failures, and the merchants stall tactics. \n\nI requested documentation from Truist to support their denial, but they did not provide any evidence or investigation records.","date_sent_to_company":"2025-11-17T00:48:58.000Z","issue":"Problem with a lender or other company charging your account","sub_product":"Checking account","zip_code":"20164","tags":null,"has_narrative":true,"complaint_id":"17287578","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2025-11-17T00:31:35.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Money was taken from your account on the wrong day or for the wrong amount"},"highlight":{"complaint_what_happened":["I paid {$2500.00} for a two-year <em>software</em> subscription with a company called XXXX XXXX. The product was defective from the beginning. Multiple features did not work, emails were not sending, <em>automations</em> failed, and support acknowledged ongoing bugs. They gave me six months free but the issues continued. Even after they created a new account for me, the <em>software</em> still did not function as advertised. \n\nI requested a refund within the active <em>service</em> period."]},"sort":[23.200169,"17287578"]},{"_index":"complaint-public-v1","_id":"7844126","_score":23.191647,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX, I attempted to book travel through the Citi XXXX mobile site. \nI had accumulated XXXX points and wanted to use those on a flight. \nWhen I attempted to book the flight the system rejected the booking saying that the processing failed. \nThe cost of the flight was {$1800.00} and the XXXX points would have covered {$1500.00}. \n\nI contacted Citi XXXX, they told me that the card got rejected and that I should contact Citi card services. \nI contacted Citi card services and they said the card is fine and the travel system is reversing the charge, I need to talk with them. \nReached back to Citi XXXX, they told me there is nothing they can do because their system rejected it, I need to either wait 3 days, most likely losing my flight, book directly with the airline and not use any of my points or try to use my points after the booking for half their value. \nI further escalated to the supervisor in the Citi XXXX support team which gave me the same answer, only that they are contacting the tech team which are overworked and will likely take 3 days to check what the problem is. \n\nIn Summary, I tried booking travel using my Citi ThankYou reward points, it didn't work, the only solution I got presented is : a. lose your flight b. book independently without your rewards c. lose half the value of your reward points The whole idea of travel rewards is that it is available on the few occasions when you travel, if that isn't the case, then why even bother.","date_sent_to_company":"2023-11-13T17:12:55.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"94087","tags":null,"has_narrative":true,"complaint_id":"7844126","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-11-13T16:56:54.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with rewards from credit card"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, I attempted to book <em>travel</em> through the Citi XXXX mobile site. \nI had accumulated XXXX points and wanted to use those on a flight. \nWhen I attempted to book the flight the system rejected the <em>booking</em> saying that the processing failed. \nThe cost of the flight was {$1800.00} and the XXXX points would have covered {$1500.00}. \n\nI contacted Citi XXXX, they told me that the card got rejected and that I should contact Citi card <em>services</em>."]},"sort":[23.191647,"7844126"]},{"_index":"complaint-public-v1","_id":"9064743","_score":23.13706,"_source":{"product":"Credit card","complaint_what_happened":"I applied for the Citi XXXX XXXX XXXX offered to me in process of airfare booking process because there was an offer for a {$400.00} statement rebate if I purchased the air travel with the card. I applied and was instantly approved however I was not able to use the newly approved card to pay for the travel in the booking process because did not yet have this card account number and PIN. So I used another Citi card to complete the purchase. After receiving the new card a week later I contacted their Citi XXXX  XXXX customer service to ask about receiving the credit? I was advised that the special offer was only available if I had made the purchase with the card, which I could not do at the time I was booking the airfare as I explained. To me this was deceptive advertising. When I contacted Citi MasterCard customer service, they apologized but would do noting to correct the problem other than offering me to make additional purchases to earn the reward. I have canceled the account with Citi XXXX MasterCard.","date_sent_to_company":"2024-05-23T20:27:22.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"85614","tags":"Older American","has_narrative":true,"complaint_id":"9064743","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-05-21T18:01:13.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["I applied for the Citi XXXX XXXX XXXX offered to me in process of airfare <em>booking</em> process because there was an offer for a {$400.00} statement rebate if I purchased the air <em>travel</em> with the card. I applied and was instantly approved however I was not able to use the newly approved card to pay for the <em>travel</em> in the <em>booking</em> process because did not yet have this card account number and PIN. So I used another Citi card to complete the purchase."]},"sort":[23.13706,"9064743"]},{"_index":"complaint-public-v1","_id":"18450455","_score":23.133486,"_source":{"product":"Credit card","complaint_what_happened":"I booked a flight-and-hotel travel package through Capital One Travel using my Capital One credit card for family travel to XXXX XXXX in late XX/XX/year>. The booking flow required traveler information in multiple steps. The hotel selection step did not request or permit entry of a primary or check-in guest. A later step explicitly asked Whos checking in for the hotel reservation, and I selected myself. \n\nNo warning was displayed during booking regarding a minimum hotel check-in age, and I did not receive any post-booking communication advising that the hotel required a XXXX primary guest. \n\nWhen my family arrived at the hotel late at night, we were denied check-in because Capital One Travel had transmitted the reservation with a minor listed as the primary guest. Hotel staff stated that they could not modify the reservation and that the booking agent must correct it. \n\nI immediately contacted Capital One Travel. Representatives and supervisors stated that they could not change the primary guest name and insisted that I cancel the reservation, despite my explanation that I had selected myself as the primary traveler during booking. One representative incorrectly stated that the hotel had emailed a XXXX warning ; when asked for the email or date, none could be produced. \n\nBecause the booking could not be corrected, my family was forced to secure alternative lodging late at night during peak holiday travel at higher cost and inferior quality. I was also charged cancellation fees despite the error originating from Capital One Travels booking system or processing. \n\nI retained a contemporaneous PDF record of my original booking process showing that I selected myself as the primary traveler in the Whos checking in step, along with pages showing the associated flight itinerary and payment, confirming the record relates to the disputed booking.","date_sent_to_company":"2026-01-04T05:05:04.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"30068","tags":null,"has_narrative":true,"complaint_id":"18450455","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2026-01-04T04:21:55.000Z","state":"GA","company_public_response":null,"sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["I booked a flight-and-hotel <em>travel</em> package through Capital One <em>Travel</em> using my Capital One credit card for family <em>travel</em> to XXXX XXXX in late XX/XX/year>. The <em>booking</em> flow required traveler information in multiple steps. The hotel selection step did not request or permit entry of a primary or check-in guest. A later step explicitly asked Whos checking in for the hotel reservation, and I selected myself."]},"sort":[23.133486,"18450455"]},{"_index":"complaint-public-v1","_id":"6611680","_score":23.121239,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"On XX/XX/XXXX, I had reached out to Capital One Travel & Rewards customer service in confusion of a misleading and misinformation advertisement. \n\nI have used Capital One Travel & Rewards section on the sole purpose because it had promised me to that if I complete the transaction, I will earn \" ( A whole dollar amount of cash '' Ex. XXXX Cash ). \n\nSince XX/XX/XXXX, I have been completing transactions because of this advertisement. \n\nOn XX/XX/XXXX, I had contacted the customer service to figure out why I have not received any of what was promised on their website and after being transferred to multiple departments, I had finally spoken to a customer service representative who I had walked through the whole process of the transaction and he agreed to that this was correct, also provided him with screenshots of the transaction reflecting the cash rewards. The amount that was offered at the finalization of the transactions showed a whole number amount of cash being offered. ( Example is in screenshots provided ). \n\nThe agent went on to complete his notes to say that I am entitled to having an amount per booking as rewards cash back to my card. ( Please refer to the screenshot picture provided that shows statement of bookings that I had completed ). \n\nAfter this, 3-4 weeks later in XX/XX/XXXX I was then called from capital one to tell me that there is no such thing that exists. When I had asked her if I could walk her through the process like I did with the agent before, she said she did not use the capital one service so she could not. After arguing with her back and forth, she had agreed to reach out to another department to escalate the matter and call me back to let me know she has done so. She did not call me back. \n\nOn XXXX, XX/XX/XXXX : I received a call from the travel rewards department from Capital One regarding this issue. She had told me the following : - She apologized for the misinformation that I was provided ( The first agent who agreed that I had walked through the process ). \n\n-She had admitted that it was a error on their page and has been taken care of now. ( This was admit of having misinformation on the final rewards transaction page where it state I that I will \" Earn [ Amount of cash ] Cash ''. and also admitting that it is not visible anymore which states an error on Capital One side. ) - When I explained my situation to her she agreed with me that the process of what I saw and how it had stated I will earn an amount of cash was definitely there and it was misleading. \n\nI had told her I would be seeking legal advice for misrepresentation and misleading of what I was offered during these bookings. It is important to note here that I would have not used my credit card for bookings if it was not for the sum of cash that I would earn because of it. \n\nImportant note : The \" Earn [ Amount of cash ] Cash '' section was being calculated as 5x the amount of the total transaction. ( This can be reflected by using the total amounts of each booking and multiplying that by 5 which would equal the [ amount of cash ] I am supposed to earn for that particular booking. )","date_sent_to_company":"2023-02-24T23:10:19.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"General-purpose credit card or charge card","zip_code":"98012","tags":null,"has_narrative":true,"complaint_id":"6611680","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2023-02-24T22:19:50.000Z","state":"WA","company_public_response":null,"sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["On XX/XX/XXXX, I had reached out to Capital One <em>Travel</em> <em>&</em> Rewards customer <em>service</em> in confusion of a misleading and misinformation advertisement. \n\nI have used Capital One <em>Travel</em> <em>&</em> Rewards section on the sole purpose because it had promised me to that if I complete the transaction, I will earn \" ( A whole dollar amount of cash '' Ex. XXXX Cash ). \n\nSince XX/XX/XXXX, I have been completing transactions because of this advertisement."]},"sort":[23.121239,"6611680"]},{"_index":"complaint-public-v1","_id":"8977348","_score":23.052353,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/year>, I received XXXX booking cancellation emails from capitalone XXXX XXXX and mentioned that XXXX of my reservations have been canceled ( XXXX, XXXX, XXXX ). I called the capitalone travel team at XXXX. The agent informed me that capitalone travel never canceled these bookings, they were canceled from the travel protal ( indicating they are canceled by myself ). I raised a security concern that I didnt canncel these bookings and you said you also didn't canceled them, then that might be someone else logging into my account to do it. The agent went back and double check again and insisted on what she had said. Later on, a supervisor was brought online and updated that these bookings were canceled by the corporate and if I have any concerns, I shall contact capitalone credit card department. I replied that I didnt receive any email from capitalone to explain what is going on and reason to cancel the booking. I let the supervisou know that after making these bookings, I had also book non-refundable flight tickets for the family travel. This cancellation has siginificantly impacted my travel plan but he can not offer any resolution and help with that. I feel terrible what if I were to go ahead and arrive the hotel for a stay, and the capitalone canceled the reservation, what we should do for a family travel. Until this point, no any official explanation from capitalone for the cancellation.","date_sent_to_company":"2024-05-10T23:44:59.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"89121","tags":null,"has_narrative":true,"complaint_id":"8977348","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2024-05-10T23:19:23.000Z","state":"NV","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["On XX/XX/year>, I received XXXX <em>booking</em> cancellation emails from capitalone XXXX XXXX and mentioned that XXXX of my reservations have been canceled ( XXXX, XXXX, XXXX ). I called the capitalone <em>travel</em> team at XXXX. The agent informed me that capitalone <em>travel</em> never canceled these <em>bookings</em>, they were canceled from the <em>travel</em> protal ( indicating they are canceled by myself )."]},"sort":[23.052353,"8977348"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":3374885,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":0,"key_as_string":"false","doc_count":1865997},{"key":1,"key_as_string":"true","doc_count":1508888}]}},"product":{"doc_count":1508888,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":807500,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":796516},{"key":"Other personal consumer report","doc_count":8169},{"key":"Credit repair services","doc_count":2814},{"key":"Conventional home 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