Consumer complaint received 2023-10-21
Company: JPMORGAN CHASE & CO.
State: WA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
In or around XXXX XXXX XXXX  I created a XXXX XXXX XXXXXXXX  XXXX account and booked a a Trip to XXXX XXXX XXXX XXXX When I created the account I used my personal email account and used my Husband name as I thought I would be able to add my name later to the reservation. It didnt let me do that so I just moved on and booked and payed for the trip.(Awesome resort BTW)
We went on our trip and started earning rewards. I had a great time at this resort and thought ok lets try another one as we had our 20 year anniversary coming up and we were looking for a resort to hold our ceremony in XXXX  of this year so we were trying to decided if we were going to hold our ceremony in XXXX XXXX or XXXX  in XXXX of XXXX.
We then booked a trip to XXXX XXXX XXXX in XXXX of this year. Somewhere through this I kept getting an offer for a credit card through the XXXX app that if I applied I could get XXXX points if I spent XXXX  within a certain time frame. In addition Id get extra point for booking and paying for rooms with the card and could get an additional XXXX points if I booked a stay with XXXX and spent a certain dollar amount. As well as bonus points for each dollar spent.So I applied for the credit card through the app as I knew I was going to using the card to pay for my upcoming trip in XXXX and XXXX of this year and thought with both trips and could earn almost enough points and awards for discounted or free point  trip in XXXX.
I clicked on the application through the app and login and was able to load my email, name and all my personal information into the credit application and was approved.
So now I was excited to to start spending and earring my rewards.
I then took my trip in XXXXof this year and  payed for my stay with my card and was excited to see how many points and awards we would get after we got back.
During my stay in XXXX at XXXX XXXX XXXX of this year I had an awesome time and stayed in club level room with a swim out on the adult side. (Also a gorgeous room) The resort was awesome and we spoiled by our butler XXXX. We told her we were there to see if we wanted to hold our 20 year wedding vow renewal there. I expressed to her that we would be booked  a room for us and one for our kids and their significant others and wanted to make sure we would have rooms together as we knew this is where we pictured having our vow renewal with family. She walked us up to the the front desk as I had already booked the room for my stay in XXXX this resort and had the front desk request that we got rooms together on the adult side swim out rooms as while we were there the family side was really loud and we wanted a quieter experience for our vow renewal. We talked to front desk and they said we would be together on the adult side together.I was assured all was good and they would see us in XXXX.
When I got back I booked our vow renewal for our upcoming stay in XXXX with the wedding planner. After I got back I logged into my account and saw I wasnt getting credit for my spends on the cards and my nights werent showing up. I opened up the chat and then talked to a XXXX agent. We then figured it out that it had his name on it and it didnt have my reward number on it. The chat represent had me verify my email and updated my account to now say my name and reflect my XXXX number. They also corrected my stays and everything looked good so I went on to plan my wedding with the wedding director and got excited with our family for our upcoming stay in XXXX for both rooms on the adult side.

Fast forward to XXXX We booked our room for the XXXX  Our room that we booked for our kids was from the XXXX and we had our vow renewal scheduled for the XXXX and we were super excited.
 When we got there we to check in and they said our room on the adult wouldnt be ready until the next day and they couldnt tell us if our family would be next to us. I told him that we got this all figured out in XXXX when came down and this isnt what we were told. He said we had to to stay on the family side and that management would be in contact with me. He told me that unless I had an email from XXXX saying we were supposed to be on the adult side with connecting rooms that all he had to was put us in the same category of room. I asked him if it was usual to have someone book a stay and be moved around during their stay especially when they are having a wedding. He basically told me so sad to bad management would be in touch. 
This started a downward spiral on something that was was supposed to a beautiful moment for me and my family and my wedding. 
We were then taken to our room on the family where it was much louder and just had a different vibe then what we expected. 3 doors down from us the was a couple fighting. I couldnt unpack my bags as I was being moved the next day to the right side of the resort. Management called me several times and said they were working on it and still could tell me if my family would be on the same side as us. I spent half the evening crying as this was logging that expected as my trip in XXXX  was perfect. I didnt know if I would be by my family and nobody seemed to care.
In the morning management called and said they were still working on it and I would know know late afternoon about my change.
My wedding dress was still packed and spent most of the morning crying not understanding after how I booked a stay in XXXX  and being assured all the details would be handled that this could be the experience I was having. I just never thought this would be how this trip of lifetime would be going for me and my family. 
On the morning of the XXXX   they said we wouldnt be able to be moved till late afternoon and couldnt tell us if we would be together I reached out to XXXX  customer service directly by getting the number off the app. I spoke with a lady and explained the whole situation and she then reached out to the resort directly. After a long time on the phone with talking direct to the resort management she was able to get them to move me immediately to my room and got them to make sure my family would also be on the same side as me and our rooms were together.
This was a terrible start to our vacation but at least we getting moved. There was no happy anniversary banner in our door nor special treat in the room like when we had come down in XXXX We had ti ask for the anniversary banner to be put on our door and just would have thought after all that they would have done this or something to say sorry for the inconvenience.
After we moved we tried to shake it off and just move forward to our vacation and ceremony and try and be happy.
The resort wasnt as  festive as is was in XXXX  I am sure due be the slower season.There werent as many food options and the employees just didnt seem to be as happy and accommodating as they were in XXXX Super XXXXXXXX  shared with me they there was new management and they just didnt seem to care about guest like they did before. We had a dead coachroach in our room and nobody cared about just told me to flush it. This was a pretty big coachroach and nobody came to inspect the room. After my experience in the 1st 2 days I wasnt going to escalate it further as my plan was to call XXXX direct after we got home and file a complaint. I do have a picture of him if you would like to see. We did only see the one.
Everything for the most part was good after all that. We went about our vacation and vow renewal and had a good time. Our names were spelled wrong on our wedding certificate and when we got back after paying for an edited 2 hour photo shot they told us it was XXXX dollars to retouch every photo. This should have been disclosed when we booked the photographer and was frustrating having to ask for the all the photos but I did get it sorted with XXXX but again people should know these arent fully edited photos.
So know we get back and get settled back into our routines and I have time make my complaint as I got nowhere with the hotel directly and have had positive experiences eveytime Ive chatted or called XXXX.
I made a chat complaint and just asked for all the stuff we went through if they would give me a free night stay in 1-7 category room since I was in a room I didnt want to be in and asked for some points to be comped to me. I wasnt asking to be credited back on my credit card just asked for a couple perks which I felt was a fair request given all the things we went through the 1st 2 days.she also helped correct the days that we stayed as they were wrong in the app.
I kept logging  it my account to see if anything had been credit and nothing. No email no credits.
I then reach out via chat and asked if there had been any resolution on my account and they just said it was noted and I would need to call. I then called XXXX direct and asked how it was going on my request. She told me that it wasnt really a complaint through the chat but she would look into it and see what she could do.
She then told there was a problem with my account that the name change that was done in chat never should of happened and that she would have to escalate this and that someone would be in touch via email. This was the first time I knew there was a problem on our account with the name. She said that she would handle this and the complaint and expect to see an email.
I never received any emails from XXXX  regarding this so I just kept logging in.I then logged in and saw all my points and award were gone. So I called and they said my account was under review. That to give a week and call back. I told her it was frustrating as there were trips I wanted to book and was hoping to get this resolved so could book the trips. She said to check back in a week.
Fast forward another week I know when I  try to log into my account and I am fully locked out. Again I call they say my account is under review. The lady assured me all my points and awards were there and that I would be notified when its handled. I never received an email from anyone that my account was under review I never received and email saying they were working on it just locked me out of the account and I had to trust my points and reward were safe. She did say she was going to escalated it and in a day or so I got an email saying my account was fixed. I logged in and everything was still there.I then responded to the email thanked them for fixing my account and asked about the complaint. I got another response back that they wouldnt give me a credit for 1-7 category Hotel. I was upset about this so I logged into my account again and almost all my points were deducted from my account. I had XXXX point and I only have XXXX points. 
Those were points I earned under a credit card in my name with my reward number with all my information. 
Now they are saying we have to have 2 accounts we dont need 2 accounts.and they want his email address. I am loosing points award and credits by doing this. I did as I was I instructed  during the XXXX chat and now they are trying to force me into 2 accounts and I will loose all the award for point. These have all been my bookings my award and my done through my email and paid for with my credit card.

Company response to consumer: In progress