Jet Blue True Blue
Untrue Blue

In August I purchased on-lined the maximum allowed Jet Blue True Blue points of 30,000 with additional bonus points of 7,500 for a cost $826.25. The vendor billed me twice and on September 7th when I notice the error I called my credit card company and the duplicate charge was removed.

Then on September 20th I received an email from True Blue stating that my account had been suspended. I called Jet Blue on 09/22/10, and was referred to the True Blue department where I was told that my account was suspended because I had canceled a purchase that I had made. I explained that it was a duplicate charge and the agent argued with me that I canceled a purchase. I asked how could I purchase 60,000 points when the maximum allowed was 30,000 and why would they suspend my entire account when I had paid $826.25 for 37,500 points? The True Blue representative was extremely rude and hung up on me.

I called Jet Blue back and the agent tried to resolve the problem. We bounced back and forth between Jet Blue and True Blue, both saying it was the others’ problem. True Blue is not actually part of Jet Blue but a vendor. The True Blue Program is outsourced and one does not appear to know what the other is doing. After 2 hours and 45 minutes the agent was unable to resolve the problem. She did assure me however that she had notated my account and if I called in I would be able to purchase a flight with the 37,500 points I had already paid for. She said I would not be able to access my points on-line and would need to call Jet Blue to book a flight..

I called Jet Blue today to book a flight for November 4th and was told by the agent that she could not access my account.

This experience has been the worst and I have written my credit card company to cancel all orders with Untrue Blue.

Company: Jet Blue True Blue
Country: USA

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